In a first for the car rental industry, National car hire has launched a unique new customer service initiative for customers involved in accidents.
First Call, available free of charge to all rentals covered by National’s insurance, provides a single free phone number to call in the event of an accident. Crucially, the service is also available for any third party involved in the accident and National customers are being encouraged to give the details to third parties to streamline the claims process for all concerned.
The renter is given a First Call pack when they pickup their car, including a business card with the First Call number which can be given to any third party involved in the accident. First Call, the 24/7 telephone helpline, operated by insurance professionals with extensive experience in handling accident calls, deals with all assistance, insurance and claims matters associated with the accident, improving service for National and Alamo customers and third parties. Indeed, in the first two months of the service being piloted, 74% of third parties involved in accidents with National were handled by First Call, reducing the stress experienced by all concerned.
The rental industry is unique in that it has to rely on the renter to report an accident. This can have a significant impact on both the renter’s experience and on the rental company’s recovery of costs. Recent research of National drivers, who were involved in n accident in a rental vehicle, revealed that many wait until the end of the rental period to report minor accidents. The primary reason cited for this delay was the driver felt it wasn’t a simple process to contact the car rental company in the event of an accident. According to National data, only 22% of accidents in rental vehicles are reported within seven days and this delay leaves rental companies open to proactive third party claims management companies. First Call simplifies the whole process for car hire customers, making it easy for them to pass on the number to any involved third party irrespective of who is at fault.
An average third party claim costs £3,694 of which vehicle repair costs account for £1,438. These costs drop significantly when First Call deal directly with third party claims, as has been proven in the first two months of the First Call service, with third party repair costs averaging £625. First Call allows drivers to make just one call to the telephone helpline at any time. In addition, all claims are handled in full by one company for renters and any third party. Third parties could be eligible for vehicle repairs and replacement, making First Call the only number they should call. They may also be able to maintain their no claims bonus by using First Call. First Call means customers and third parties must report an accident as soon as possible. Early notification leads to a reduced cost of third party claims, lower insurance premiums, better detection of non-fault claims and fraudulent claims. Most importantly First Call’s fast, simple notification process provides a higher level of service to National customers and third parties.
“First Call is the latest innovation from National” confirmed John Leigh, Managing Director. “It demonstrates our leadership of the rental market, both in meeting the demands of customers and reducing costs to the industry as a whole. Third party claims management companies continue to plague the industry, resulting in high costs and slowing down the whole claims process. By creating First Call we can maintain control across all of our brands, ensuring our customers benefit from a fast, efficient service when they need it most.”
