Car hire firm accelerates accident claims

Hire car company Lex Vehicle Leasing has implemented a claims management system to speed up the process of accident reporting and management.

Lex, which is owned by the Halifax Bank of Scotland (HBOS), supplies more than 80,000 vehicles to corporate and private customers each year.

Lex spokesman Richard Harper says it manages more than 30,000 accident claims from corporate drivers each year.

‘Our main business is managing fleets and contract hire but the accident claims arena is much more complex,’ he said. ‘While we had bolted some additional functionality onto our main systems it wasn’t capable of evolving to meet our growing needs or the increased flexibility in dealing with an accident claim.

‘We would either have to cease offering accident claim management services or find a system that met all our complex requirements as well as those of our customers.’

Software company Mastek developed the system over two years to speed and refine the process involved in managing a claim. Each claim is unique because companies have their own processes for reporting accidents.

The Mastek Elixir system automates every aspect of the claims process, enabling customers to report accidents, seek authorisation and the vehicle to be repaired.

The system also enabled all parties involved to communicate, including the driver, insurer, vehicle repairer, fleet manager and Lex. Suppliers update the system on a regular basis and the driver is kept informed of progress at regular intervals.

‘If it is bad news, Elixir prompts an operator to make the appropriate phone call,’ said Harper ‘In addition a customer portal gives customers access to the system and the opportunity to view associated information.’

Harper says the system will enable the driver to get back on the road in less time than if using a standard accident management process and removes the administration burden for smaller companies.

‘Elixir provides us with the information to assess the performance of our suppliers, allowing us to recognise those that consistently provide good service,’ he said.

Lex estimates that the improved visibility of information will lead to a 20 per cent efficiency gain for its operators by the end of the first year.

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