CRASH Services, Northern Ireland’s leading accident management company and a member of the Credit Hire Forum, have spoken of their delight after an independent external audit of their vehicle repair and hire management practices described the Belfast, Newry and Derry/Londonderry based company as ‘best in class’.
Independent auditors from Fusion Management Support Limited carried out the review of the claims handling processes, focusing on the company’s hire and repair services.
The onsite section of the examination was carried out over three days in July with two additional days of desk analysis in August 2020.
Fusion Management Support Limited has been providing industry-specific auditing for the last decade and have experience of dozens of companies competing with CRASH.
Highlights of the report include the auditor describing CRASH as “without doubt, one of the most efficient credit hire and repair service providers we have encountered.”
The independent consultant also found that CRASH Services’ average hire period in repair cases was an impressive 43% shorter than those assessed in other similar businesses.
Speaking about the efficiency of the CRASH Services claims process, the auditor noted: “a very high level of energy by the claims handlers and other actors when seeking to progress claims.”
This was, according to the auditor, “unquestionably higher than has been witnessed in other organisations.”
The independent report added, “Rarely has the consultant observed such a comprehensive control of the claims processes supported by an unerring commitment towards efficiency through procedures, systems, documentation and staff development, all embraced within an inclusive working culture.”
Summarising his findings, the auditor stated unequivocally, “It is the Consultant’s opinion that the Client [CRASH Services] provides a ‘best in class’ credit hire and repair claims solution.”
A delighted Jonathan McKeown, Chief Executive Officer at CRASH, described the results as “fantastic”.
Paying tribute to his team, Jonathan commented, “It really is a testament to the hard work of all of our people, who go above and beyond every single day to help our customers.
“In nearly twenty-five years, CRASH Services has continued to grow, dealing with tens of thousands of accident victims in their time of need.
“Many companies such as car repairing garages and insurance brokers, as well as our past customers proactively recommend our services precisely because they know that accident victims are in safe hands with us.
He continued, “An independent assessment that damaged vehicles are repaired and returned back on the road over 40% quicker than if the person had chosen another service provider means that we are clearly the natural choice for accident management for Northern Ireland’s motorists.
“We’re committed to following robust claims processes that promote claims management efficiency.
“Ultimately, this is to ensure our customers get the best possible outcome after being involved in a collision.
Jonathan added, “And we are ecstatic that we now have an impartial affirmation of all the great work that we do.”