ISSUE NO. 1
DrivingBusiness THE NEWSLETTER FOR MOTOR CLAIM SOLUTIONS
Introduction … a totally new concept that offers a
menu of services to care for both vehicle
and driver needs 24/7.
New business Launched just 18 months ago to ﬁll a need identiﬁed ‘one-call’ incident management service to ensure
win – FIAT by parent company Helphire Group plc, Total Accident drivers’ peace of mind whether they are travelling
Total’s Repairer Management embodies the dynamism, vision and for work or pleasure.
Network ﬂexibility of a young organisation combined with the
solid backing and experience of its well-established parent The ‘Total’ offering is modular, providing a choice
Heritage company. It is able to supplement services from those of services designed to complement the speciﬁc
available within the Group, such as non-fault services, requirements of an individual business, through
Fleet Portal with being able to pick the best external providers, giving to the complete outsourcing of vehicle and driver
it unparalleled freedom to meet the needs of the client in needs. Its strength is in its ability not only to assist
New website the most cost-effective and efﬁcient manner. ﬂeet operators, insurers, brokers and contract hire
Partner Proﬁle companies reduce their workload, cost and time
(Bac2Nu) Catering predominantly to the ﬂeet market, the ‘Total’ scales from the very ﬁrst notiﬁcation of an incident
service offers motor solutions for non-fault, fault and split or claim, through to ﬁnal settlement, but also to
liability motor accidents, as well as a complete 24-hour the provision of a ﬁrst class service for drivers.
‘Total’ is able to track and retain complete enabling an instant report on the status of
control of the ﬂow of its services via its each case at any stage of the procedure, as
track allocation management system (TAMS), and when required.
biographies Core competencies
High quality claims capture Rapid identiﬁcation of service entitlement
Strong customer service ethos Targeted customer satisfaction levels
Rapid deployment of in-house
and partner services
Efﬁcient management of claim Shortened cycle times and cost savings
Stefan Smyth Strong supplier knowledge management Effective cost control of all services
Fast recovery services Cost validation and control
Formerly a Director at Aon Motor
Accident Management and Business
Director of Capita Insurance Services Tailored reports - including live
Client focused management reporting
web based systems
– Motor Division, Stefan joined the
Group in 2002 to set up Total Accident
Management as a subsidiary of
Helphire Group plc.
New business win –
‘Total’ is proud to announce the signing of a major ﬂeet vehicle deal with national
contract hire company Fiat Auto Contracts.
Ian Blackford The deal will see ‘Total’ provide 24-hour accident management on behalf of Fiat Auto
Operations Director Contracts and its ﬂeet of 1,500 vehicles.
Total’s Business Director, Stefan Smyth, said “This latest contract is an important step
Ian Blackford joined, as Operations
in ‘Total’s’ continuing growth. Fiat Auto Contracts is one of the top 50 UK contract
Director, from Aon Motor Accident
hire companies, specialising in the SME market. The deal came together as a result of
Management in 2002 to set-up the
‘Total’s’ ﬂexible services and Fiat’s willingness to treat this as a partnership to reduce
new accident management offering,
the administration costs involved in running its ﬂeet of vehicles.”
having built strong claims, operations
and client relationship management
Alan Verlaan, Operations Manager, Fiat Auto Contracts, added
experience through his positions at Town
“We were looking for a company that could meet three
& Country and Claimsplus. Ian heads up
important criteria: reliability, a customer focused approach,
the departments responsible for service
and a quality accident repair network. We believe Total
delivery and drives all aspects of business-
Accident Management meets all these needs and will enable
to-business service provision.
us to reduce costs into the bargain.”
2 • DRIVING BUSINESS
Total’s Repairer Network
Bodyshop management is one of the most Repairers are monitored and scored on a
challenging disciplines in the industry and the monthly basis against various metrics including
need to guarantee quality and service levels customer/driver surveys, post repair audits and
while maintaining proﬁtability is paramount. adherence to key contract standards.
These objectives can only be achieved if the
repairer network is strategically managed and Paramount to the effectiveness of the network
assessed in line with industry practice, client is the ability to maintain an ongoing dialogue
demands and market developments. between the repairer and ‘Total’ and deliver
simple but effective solutions to the end user.
All repairers on ‘Total’s’ network are rigorously
assessed against stringent standards before ‘Total’ recognises that the Contracted Repairer 50 specialist scooter and motorcycle repairers
being added to the network and then Network needs to consist of a mix of suppliers and engages with a specialist HGV repairer
evaluated on an ongoing basis by a team of that are able to cope with varying vehicle network as and when required.
fully qualiﬁed in-house engineers. types, advanced repairing techniques and those
that are able to provide services to meet the The entire repair process is tracked via
customer’s increasing business demands and ‘Total’s’ in-house repair management system,
commercial obligations. In response to this where strict case management takes
need ‘Total’ has compiled a ‘multi disciplined’ place in conjunction with our preferred
network of some 140 car and LCV repairers, estimating system.
‘Total’ is a wholly owned subsidiary of
Helphire Group plc which was founded
in 1992 to assist drivers involved in
accidents that were not their fault by
providing replacement vehicles and
repairs on credit.
Floated on the Main Market of the
London Stock Exchange in 1997, the In practise, many organisations experience of its life, ensuring planned end of life
Group now has a market capitalisation difﬁculties in managing the allocation of their refurbishment can be carried out ensuring
in excess of £200 million and provides ﬂeet cost centres for a number of reasons, one maximum returns.
over 1 million car hire days per annum of which is lack of time available to maintain
as a ﬁrst tier supplier under the ABI up-to-date records. ‘Total’s’ web portal is Within hours of initial provision of data
General Terms of Agreement. designed to eliminate this problem by setting records, ‘Total’ can provide the client
up complete ﬂeet records in advance then with a detailed web-based database of
‘Total’ are able to offer the beneﬁts providing instant access to, and control of, client vehicles, cost centres and drivers. This
of the Helphire service to clients’ those records to ensure they are kept current. places control ﬁrmly in the lap of the client,
drivers involved in non-fault accidents, Changes in vehicle history, condition or the allowing constant, instant updates and
ensuring replacement transport from registered driver can then be logged quickly revisions at any time convenient to
Helphire’s ﬂeet of over 4,000 vehicles and easily by the client through the Fleet the client.
(and access to a further 40,000 cross Portal. So, if and when an incident occurs,
hire vehicles) ensuring minimum it is immediately allocated to the correct cost The system utilises the same data as is
off-road time and maximum driver centre, saving time, administrative effort and required by the MIDB (Motor Insurers
satisfaction – Helphire’s service ultimately, cost. As importantly, the system Database), now a legal requirement with
consistently achieves a customer notiﬁes when a vehicle is reaching the end which all ﬂeets must comply.
satisfaction level of 99%.
DRIVING BUSINESS • 3
of new Partner proﬁle...
website ...Focus on Bac2Nu
‘Customer driven solutions’ – that’s
the ‘Total’ proposition and also the
opening line of the new ‘Total’ website.
Launched in September 2004, the new
website not only stylishly provides
information on the ‘Total’ offering,
but also allows current clients, through
an access controlled portal, to register
‘Total’ has brought an
and rapidly update their ﬂeet data (see
entirely new concept to
Innovation – page 3). A link to Total’s
the business of automotive repairs through its
claims handling system also allows
partnership with Bac2Nu Ltd
clients to keep track of the status of
by being the ﬁrst accident management
any claims currently open. Please have
company in the country to offer both a repair, a ‘SMART’ repair or writing-off the
a look at the new site – your feedback
one-stop shop and a mobile solution to vehicle vehicle is the most suitable course of action.
on the content would be welcome
repairs. SMART repair techniques can be applied
as would your request for more
to control repair costs after accidents or to carry If a SMART repair is felt most appropriate then
information about the service. Feel free
out end-of-life refurbishments in conjunction Bac2Nu is instructed to make direct contact
to use the on-line form for both.
with ‘Total’s’ ﬂeet portal innovation (see page 3). with the driver and carry out the repair, reducing
off-road time, minimising driver inconvenience
SMART repairs are Small to Medium Area and keeping costs down while ensuring a high
Repair Techniques … covering minor damage quality repair.
such as small dents, scratches and chipped
windscreens. The SMART techniques can be Bac2Nu repairs the dents, scratches and scrapes
applied anywhere, no need to take the vehicle to both of exterior paintwork and internal trim
a bodyshop, so drivers can be back on the road that every vehicle picks up during its lifetime.
immediately. Bac2Nu’s repair techniques can return the
vehicle to its pre accident condition, often
The system to ensure the correct repair type is on site, utilising the latest paint and repair
deployed is seamless, requiring no more from the technology. The service is suitable for all types
driver than the initial call reporting the incident. of vehicle from prestige through to commercials.
From these call details, ‘Total’ can make an www.bac2nu.co.uk
initial assessment as to whether a conventional
For more information on how ‘Total’ could help your business:
Tel: 0845 078 4050
Fax: 0845 078 4212
E mail: email@example.com
On line: www.totalaccman.co.uk
Address: Total Accident Management, Pinesgate,
Lower Bristol Road, Bath, BA2 3DP
4 • DRIVING BUSINESS