Insurance Edge only asks the question because a long time ago nobody got a hire car, you had to wait for your vehicle to be repaired, or written off. Expecting the same make and model of car to be available at 24 hours notice is arguably unrealistic, especially for newer Chinese models.
Plus more people now work from home than ever before, so perhaps some policies can go back to a default position of no replacement vehicle, and that option can be added on like Legal, Personal Injury, Named Drivers etc.
Just an idea. Here’s the word from Europcar;
As the insurance industry prepares for the increase in motor claims during the winter months, the latest research from Europcar Mobility Group UK highlights how crucial it is for the industry to review its vehicle supply chain to cope with demand and manage customer expectation. The study found that 56% of drivers surveyed expect a replacement vehicle to be delivered to their home within 24 hours if they were involved in an accident this winter; 20% would expect this to happen within 48 hours.
Motorist’s expectations for the type of replacement vehicle they receive is also a critical factor. If a replacement vehicle is needed due to an accident, 62% would expect to be given a model that is very similar to their own. Nearly one in seven would expect a like-for-like replacement; only 23% would be happy with any vehicle that was available.
The research demonstrates how crucial it is for insurance providers to have access to an efficient and flexible replacement vehicles supply chain. Ahead of the winter surge it’s crucial, therefore, that supplier capabilities are reviewed.
“Motor insurance providers know only too well that the darker nights and slippery roads of winter bring a significant increase in claims,” commented Leigh Broomhead, Head of Insurance at Europcar Mobility Group UK. “Figures from the ABI reveal that motor insurers paid out £2.9 billion in the final quarter of 2025. Not only does this demonstrate the financial impact claims payouts have on insurers in winter months; it also highlights the need to have a solid vehicle replacement system in place to meet customer expectations.
“The claims experience is one of the most critical points in the policyholder/insurer relationship, and a key point of scrutiny for the regulators. A poor claims experience is a key trigger for a lost customer, and our latest research highlights just how much customers will expect from their insurer if they are involved in an accident. As insurers and vehicle repair networks review their supply chain ahead of the winter rush, they should consider partnering with a rental company that has the flexibility to meet fluctuating demand as well as the capability to deliver vehicles to customers. No-one who has just experienced an accident wants to be told to go to a rental branch to collect their vehicle.”
Europcar Mobility Group UK has established a dedicated, ring-fenced fleet of vehicles specifically for its insurance customers. The business has also created tailored products and services for insurance providers, MGAs, brokers and accident management companies including its industry leading Delivery & Collection service which delivers a vehicle to customer’s home or business address in as little as 4 hours.
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.
“As winter brings a peak in road accidents and motor claims, delivering a seamless mobility and rental experience becomes even more important for policyholders facing the stress and disruption of a collision or major repairs,” added Leigh Broomhead. “This means ensuring there’s no mismatch between expectation and reality when it comes to replacement vehicles. We work closely with our insurer partners to deliver a vehicle replacement service that enhances the claims experience and ensures the insurer can meet its Consumer Duty requirements.”
Be the first to comment