Citizen – Motoring

2004/08/04

Every year, vehicle accident insurance claim settlements in SA amount to some R4,2billion. There are about 350 000 accidents, 1,2m breakdowns and roughly 140 000 vehicle threats and hijackings.

These scenarios are usually traumatic and dealing with all facets of such an incident is difficult under the circumstances. Europ Assistance have launched a policy that seeks to minimize these pressures in the event of such an incident.

Essentially it is a comprehensive, 24/7, voice-logged facility or “Accident Manager”, offering specialised management of an accident, lodging the accident claim as well as other motor related claims such as glass and comprehensive roadside assistance. A single call to a dedicated call centre platform at any time brings into play relevant experts and service providers who are contacted simultaneously by conference line. The service includes immediate 24 hour accident claims reporting without the policy holder having to fill in claims forms or make a separate call to log a claim. The facility can be customized to the unique needs of companies. By Design, the short-term arm of insurance brokers Glenrand MIB, is the first broker to offer the service to its clients.

Call centre value-adds include legal advice, medical evacuation if required, a message relay service, towing to the nearest repair site or place of safe-keeping provided by SATRA approved service providers, accommodation assistance and direction information. Even a rental or replacement vehicle if required.

Legal advice is often vital at an accident scene and the policyholder receives practical input on the likes of what to do and say, obtaining eyewitness details, excess and recovery procedures, protection of rights and those of any injured individuals and so on.
It also covers court procedures for unlawful or unauthorized removal of vehicles by dubious towing operators, as well as support and assistance for third party claims and possible litigation.