Sat­is­fac­tion with NZ in­sur­ers de­clin­ing – sur­vey

NZ4WD - - NEWS -

The use of an out­dated pric­ing model is con­tribut­ing to a de­cline in sat­is­fac­tion with the way ve­hi­cle claims are man­aged ac­cord­ing to the re­sults of a new sur­vey. New re­search re­leased by the Col­li­sion Re­pair As­so­ci­a­tion ( CRA), an in­dus­try body cov­er­ing hun­dreds of panel beat­ers from around NZ, has found in­creas­ing lev­els of dis­sat­is­fac­tion among its mem­bers with the way in­sur­ers process con­sumer claims. CRA gen­eral man­ager Neil Pritchard says in­sur­ers are us­ing a pric­ing model which is 15 years old and does not take into ac­count the sig­nif­i­cant ad­vance­ments in ve­hi­cle tech­nol­ogy in that time. “The cur­rent model uses an es­ti­mate on the amount of time it would take to say re­pair a spe­cific part of the ve­hi­cle from a rate card which is well over a decade old. Panel beat­ers are re­mu­ner­ated based on this time es­ti­mate. “The ob­vi­ous flaw in this prac­tice is that in the past 15 years ve­hi­cle safety tech has ad­vanced so much that parts of the ve­hi­cle may take sig­nif­i­cantly longer to re­pair than they did in the past. “A rear tail­gate ex­change on an older model ve­hi­cle used to be a sim­ple enough pro­ce­dure. Now two em­ploy­ees, trained in re­place­ment of elec­tronic com­po­nen­try as well as panel re­pairs are re­quired. “This par­tic­u­lar task on a mod­ern ve­hi­cle could need new wiring looms, cam­eras, glaz­ing, self-clos­ing and, open­ing door mech­a­nisms, etc, mak­ing it a very time con­sum­ing process. “In­creases in ad­min­is­tra­tion de­mands, health and safety re­quire­ments, com­pli­ance costs as well as the out­dated pric­ing model used by the in­sur­ance in­dus­try are all adding to the over­heads of panel beat­ers and re­sult­ing in de­lays of up to eight weeks or more for re­pairs,” he says.

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