Car Insurance Brokers, this page is for you.

Crash Management provides a unique support service for car insurance brokers and their clients that is focused on motor vehicle accidents & collision repair management.  We’ve been serving IBANZ members since 2004, and won the prestigious Insurance Industry Award 2009 for Innovation of the Year. 

Our service is free of charge to the client and there is no cost to the broker or insurance company. When car accidents happen, we provide a 24/7 one-call solution that co-ordinates all logistics from the point of impact through to the day of re-delivery.  Our service response is instant, focused and very personalised to your client’s needs.

Crash Management’s service saves auto insurance brokers and their clients time, stress, money and inconvenience.  It also supports the objectives of all the stakeholders in improving customer satisfaction and retention.  Key service features include:

What does this mean for insurance brokers?

Crash Management is a trusted business partner for many brokers throughout New Zealand.  We work closely with insurance brokers but do not intrude on your client relationship - we’re here to support you. We also have a good understanding of insurers’ policies & procedures and this avoids duplication and conflict while providing an enhanced, expedient, and seamless service to clients.

Brokers are independent experts in the insurance sector and Crash Management is an independent expert in the collision repair industry.  Co-ordinating those two elements creates a very powerful combination for your clients.

Car insurance claims are generally not complex but collision repairs and all the service logistics around them can be, which makes it a time-consuming and often frustrating experience for customers.  Like insurance brokers, Crash Management provides a very personalised level of service that tailors solutions to suit the individual client.  We also provide focused customer advocacy that helps maximise customer satisfaction and ultimately enhances client retention for brokers.  Your clients will perceived our assistance as a value-add service provided by you, and working with Crash Management will create a strong point of difference for your firm.

Our service level agreements and internal KPI’s maximise performance standards and ensure nationwide consistency, so you and your clients always know what to expect.  This is particularly important for clients with large or disbursed fleets, or complex national operations. 

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What does this mean for your clients?

Crash Management ensures a very personalised level of service for customers throughout the end-to-end accident and repair experience.  Negotiating for service priority, increasingly scarce and/or charged-for courtesy cars of variable quality, and co-ordinating all those elements is time consuming.  Optimising results takes a deep understanding of the collision repair industry, and the confidence to negotiate the best possible service outcome for every case.  Insurance companies have established good systems for assessing and repair but may not have the time or resources to focus on every detail of the customer’s service delivery experience.  Crash Management has that capability and focus on a case-by-case basis.

Your client base may include private motorists, self-employed tradespeople, professionals, and fleet operators.  We understand that they will all have different requirements, but they also have some commonalities.  They’re all time-poor and will welcome the chance to out-source non-productive non-core activities.  Crash Management’s service will make an unpleasant situation better by helping to eliminate frustrations and wasted time, and ensuring customers stay mobile.

Policies and underwriters change from time to time too, so your client may not which insurance company the vehicle is covered by.  They’ll always know who their broker is, but do you really want those calls at 2.00am?  We’re a permanent 24/7 nationwide resource and we can assist anyone, anywhere, anytime, so can provide dependable back-up when car accident claims happen.  Ensuring your clients have access to Crash Management is as simple as referring them to us when a claim occurs, or pre-arming them with information about our service.  Don’t leave your client standing on the side of the road, ask us about our free driver resources for distribution to your clients now - “just in case”.

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How does it all fit together?

You can trial our service anytime, there are no hidden fees or other obligations.  Simply call us on 0800 2CRASH or email our operations team on crashteam@crashmanagement.co.nz to request assistance.  Our friendly staff will quickly talk you through the process.  Our team all have automotive trade backgrounds, are very experienced, and have a strong customer service ethic.  If you’d like us to email, fax, or post a claim form to your client and provide return details we’re happy to do that too, using the generic IBANZ claim form.

We’ll liaise with your client immediately to explain our service and offer to co-ordinate all arrangements for them.  If they prefer to stick with the old DIY method though, we will step back at that point and advise you accordingly.  Conversely, if we do assist your client we confirm all pending arrangements to them by email to ensure clarity, and we copy it to the referring broker as a courtesy and so you can have confidence in our deliverables.  On the same working day, all the details of the case are uploaded to our web-based job management system and a unique log-in & password automatically transmits to all relevant parties.  The system is completely secure, fully interactive, and intuitive to use.

We’ll send a driver to your client to collect the damaged car at the time and place they’ve requested (or arrange salvage if necessary) and deliver a suitable replacement vehicle for them.  Once the client’s car is at the repair site, the damage is quoted and assessed via the insurer’s system and we have no involvement in that process.  We do review progress every day though and keep your client updated so they know what’s happening with their vehicle every step of the way.  The target completion date and any other information of interest is uploaded as soon as known, and the job is tracked through to completion and redelivery. 

We have high performance standards for ourselves and repairers and we monitor these KPI’s to ensure the service delivery is optimised and any lags and delays are eliminated.  We also provide your client with a written warranty document after completion.  This encourages reticent Kiwi’s to advise us of any element of workmanship they’re not 100% happy with so that we can arrange rectification.  We don’t expect any technical problems of course, but putting this structure in place does give clients confidence that we’re serious about quality.  Customer satisfaction is critically important to us so we do survey every case we assist, and our average rating remains over 95% month on month.  We’re very proud of this consistent achievement and more than happy to provide you with feedback from your clients. 

Crash Management serves hundreds of different business partners and fleet clients and many have specific procedural requirements.  We can tailor processes to suit you and imbed these in our system to ensure compliance.  Talk to us now about how we can best serve you and your clients.

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What does this mean for insurers?

Crash Management assists thousands of clients annually and this includes a mix of all insurance companies.  We also manage all car claims for specialist motor vehicle insurer Protecta Insurance and have staff implanted within their Auckland head office. 
All insurers have specific procedural requirements and most now use preferred repairer networks.  All this information is publically available and we understand it well.  We respect these requirements and comply with them to ensure we create no duplication or conflict.  All good New Zealand insurers allow customer choice and this includes Crash Management’s assistance when clients or their brokers choose to work with us.

We don’t change anything for insurers, except to enhance the scope and level of service, and the choices available to clients.  We certainly don’t get involved in pricing or assessing, or increase repair costs in any way - insurers’ own assessors control cost and would not allow it, and rightly so. 

Crash Management supports the objectives of all stakeholders including insurers and helps to maximise customer satisfaction and retention for all parties.

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Talk to us now

If you haven’t yet experienced our fantastic service, now might be a good time to take a closer look at us.  Please call 0800 2CRASH (0800 227274) for operational assistance, or to request direct phone details for Managing Director Karen Knight for a general discussion or to arrange a presentation for your team. 

Email karen@crashmanagement.co.nz now to request VIP Customer cards for your clients.

 

Postal Address: PO Box 55306 Mission Bay Auckland
Phone: 0800 227 274