The issue of like-for-like cars is perhaps more serious than say 15 years ago when typical petrol and diesel models were pretty similar in terms of performance, dashboard layout and features like automated braking, lane change tech etc were still science fiction for many drivers. Modern EVs also require over-air software updates as regards spec, or subscriptions. This all means drivers can be confused when they intuitively react to certain situations, try to alter wiper settings, adjust seats, steering, suspension, brake force etc.
After being involved in one recent accident, drivers might be vulnerable to another incident as they effectively re-learn what’s where in a credit hire EV vehicle – even if it looks like the same model. So maybe insurers need to think about handover tuition? Here’s some thoughts from Europcar.
Committed to helping insurance providers tackle claims pain points, Europcar recently surveyed electric vehicle (EV) drivers to find out how successfully insurers are meeting their vehicle replacement expectations. The research found that 89% of EV drivers expect their insurer to provide a like-for-like electric vehicle replacement. However, of those who had required a replacement vehicle while their electric vehicle was being repaired, only 65% received an EV.
The mismatch between expectation and reality means EV drivers – who have made a conscious choice to go electric – are likely to be less satisfied with their claims experience as a result. The claims experience is one of the critical points in the policyholder/insurer relationship, and a key point of scrutiny for the regulators.
“A poor claims experience is acknowledged as a key trigger for a lost customer, while a good claims experience enhances brand loyalty and customer retention,” commented James Roberts, Head of Insurance Sales for Europcar Mobility Group UK.
“Replacement vehicle provision is a fundamental component of a motor insurance claim. Insurers, therefore, rightly expect their providers to do everything possible to remove friction and dissatisfaction from the experience. At Europcar we work closely with our insurer partners to deliver a vehicle replacement service to UK motor insurers that enhances the claims experience and ensures the insurer can meet its Consumer Duty requirements.”
The business has also created tailored products and services for insurance providers, MGAs, brokers and accident management companies. With a dedicated, FCA compliant Insurance Support Team, it offers seamless integration and a wide range of vehicles, including one of the most comprehensive EV fleets in the UK. Acting as an extension of the customer claim teams, dedicated GTA triage handlers ensure the right vehicle is supplied to the customer based upon the insurer, MGA or broker request.
With its connected fleet, Europcar also provides significant benefits to insurance companies and MGAs, including efficient management of rental vehicle delivery and collection, for a stress-free customer experience following an incident.
“Providing customers with the best possible mobility and rental experience is even more important when the policyholder is experiencing a stressful situation such as major repairs or their vehicle being written off after a collision”, added James Roberts. “Our dedicated insurance contact centre eliminates the need for insurers or policyholders to contact individual branches, while giving access to our entire UK fleet. And our bespoke invoicing process also helps manage fuel and damage reporting to reduce customer queries.”
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