Why one size doesn’t fit all when it comes to fleet claims communication

Great communication throughout the claims journey is more important than ever, but when it comes to fleets, a tailored approach is the only way to deliver the right message consistently! 

There’s no doubt the fleet industry is changing. Electric vehicles, telematics, and driver wellbeing are all high on the list of strategic priorities for fleet managers. 

In addition, industry-wide repair challenges have placed claims management firmly on the agenda as fleets work to mitigate the impact of increased repair durations 

Against this backdrop, great communication is more important than ever in the claims journey – it supports fleet and depot managers in planning ahead, and keeps drivers engaged in the claims process.  

What’s happening in the repair industry? 

In the last 18 months the vehicle repair industry has faced long-lead times on parts, strong competition for repair capacity and hire vehicles, increasing vehicle off-road time. 

At sopp+sopp we’ve collaborated with fleet partners and suppliers to minimise the impact of these challenges. Streamlining processes, increasing resources to meet demand, and maximising the benefit of Activate Parts, our specialist parts division. 

Despite the success of these measures, repairs are still taking longer than they were a couple of years ago across the industry and communication has a key part to play in supporting fleets to overcome this challenge. 

Proactive communication: allocated v unallocated vehicles 

A key differentiator for us is our ability to tailor services to meet the needs of each individual fleet. We apply this to every aspect of service delivery, including communication.  

One obvious point of difference is when dealing with allocated and unallocated vehicles. 

For allocated drivers and third parties, their vehicle is an essential part of their day-to-day life. They expect regular, proactive communication throughout the repair, whilst also having the option to self-serve at any given point during the process and that’s what we provide. 

From FNOL through to repair completion, we send proactive updates at each major step, delivered by the requested method, giving drivers full confidence and trust in the process. 

With unallocated vehicles, things are a little different. Fleet, Transport or Depot Managers are managing multiple vehicles. They want to know what’s happening with all live claims at a glance, and crucially, when their vehicles will be back on the road. 

Our customer portal offers real-time updates on each claim, as well as actionable MI. 

We also send proactive, consolidated repair update reports at an agreed frequency (daily, weekly or monthly) with an overview of all claims and their current status. 

The power of self-service 

“86% of customers expect brands or organisations to have an online self-service support portal” according to Microsoft’s Global State of Customer Service Report. 

Back in 2019 Microsoft found that 86% of UK customers expected a self-service option, and nearly 60% of respondents said they would try self-service first before engaging with an agent. 

As self-service and AI technology improves, consumers are coming to accept it as part of a holistic service offering. The human touch is still important, especially for complex issues and key moments in the customer journey, but there’s a growing expectation that basic information will be available instantly. 

While this is B2C research, it’s certainly applicable to the claims journey. Consumers want to access information about the process their vehicle will go through, and the ability to easily check their vehicle’s repair progress online. 

In addition to our fleet customer portal, we also have an online repair tracker designed for allocated drivers and third-parties.  Our text message and email updates include a link that allows real time access to check the progress of the claim online, any time. 

Looking ahead – the future of claims communication 

Changing consumer behaviours and digital advances are driving transformation in the claims journey. 

Research in service trends shows that consumers are seeking a digital-first approach, with increased trust in self-service and AI technology that provide greater control over the claims process. 

At sopp+sopp we’re developing digital communication tools that deliver a simple, connected customer experience and drive efficiency in the claims process: 

Activate Assess - In 2022 we launched Activate Assess, a new damage capture app that supports policyholders to take quality images of vehicle damage, guiding them through the process.  

It also helps to assess damage severity with a series of simple yes/no questions designed to flag potential total loss vehicles, and those that may be suitable for mobile repair. Thanks to its easy-to-use interface, the app increases the number of claims with usable images at triage by 42.5%. 

Out now! - Activate Initiate – We’ve launched our digital incident reporting app, Activate Initiate, helping fleets achieve the combined benefits of electronic and phone-based incident reporting. 

The app is fully-customisable, with tailored questions, custom branding, and the opportunity to capture images of vehicle damage. 

Integrated with sopp+sopp systems, Initiate enables instant notification, speeding up the claims process and significantly improving third-party outcomes.