Our repair management process starts at First Notification of Loss, when customers’ vehicles are deployed in accordance with their preferred booking dates. Our ‘Gold, Silver, Bronze’ accreditation scheme allocates repairers based on an ongoing assessment of the service they deliver, ensuring our clients’ customers receive the highest-quality repair work.
Channeling all repairs through our independent network, we proactively manage each claim to confirm repair estimates are accurate, best-practice repair methodologies are utilised and any delays are anticipated and limited.
Reducing Vehicle Downtime & Enhancing Customer Journey
Our dedicated teams work hard to actively manage and reduce vehicle downtimes, whilst also ensuring an outstanding quality of repair is completed. Our digital automation is tailored to enable timely updates using each customer’s preferred method of communication – SMS, phone, email or app – before they feel the need to call us.
This is all supported by our market-leading software. Delivering the real-time vehicle repair data we require to accurately update customers on the progress of their repair, our software also alerts us to potential delays. This allows our team to quickly intervene and expedite the repair, while calling the customer to update them accordingly. This proactive approach significantly decreases the inbound calls received from customers, while also delivering an excellent customer journey.
With WNS Assistance, every repair customer is guaranteed a courtesy car to ensure post-accident mobility, as well as a five-year workmanship guarantee for peace of mind. Our repair management service has been rated 97% for customer service excellence , which helps builds better brand perceptions for our clients.