Mobile repair is becoming more popular in the motor claims industry. Insurers are increasing their use of mobile technicians to promote convenience, speed up repair turnaround, and alleviate on-site capacity challenges at repair centres.
Here we discuss the benefits of using mobile repair in motor claims, and identify some of the circumstances in which it may be offered to customers…
How is mobile repair used in motor claims?
Mobile technicians are mainly used by insurers in cases of less severe vehicle damage – such as for fixing scrapes, dents, or replacing cosmetic parts.
Rather than transporting the vehicle to a repair centre, a mobile technician is dispatched to the customer to conduct the repair – usually at their home or place of work.
Mobile technicians have specialist equipment which allows them to conduct certain repairs remotely. This includes things like portable ramps and lifts, as well as tents/mats for respraying vehicles.
Where can repairs be conducted?
Mobile repair is pretty flexible – it can usually be conducted anywhere that provides enough safe space, and a flat surface for the vehicle and repair equipment to sit on.
This might include a customers’ driveway, residential/work car park, or even the side of the road if it’s safe to do so. This adds an additional level of convenience for customers, helping to fit repairs around their lifestyle, and remove the need for their car to be taken away to a repair centre.
The benefits of mobile repair in motor insurance claims:
Utilising mobile technicians could bring a number of benefits for insurers, repairers, and their customers, including:
#1 – A more convenient experience for repair customers
Mobile technicians can facilitate a more convenient experience for insurance customers, allowing repairs to be conducted at a time and place that suits them, such as their driveway or place of work.
This helps customers to fit their vehicles’ repair around their lifestyle, while reducing the length of time for which they’re left without their car.
#2 – Increasing on-site capacity at repair centres
Utilising mobile tecnicians helps to alleviate the capacity challenges currently being faced by repair centres. Repairing vehicles remotely removes the need for them to be kept at bodyshops for the duration of their repair, reducing the total number of cars taking up on-site capacity.
This helps to free up repair capacity for vehicles most in need of on-site attention, minimising delays for customers, while alleviating the demand on bodyshops.
#3 – Reducing repair waiting times
It’s often quicker to deploy and complete a mobile repair than it is to collect and repair a vehicle on-site. Using mobile technicians can therefore vastly reduce waiting times for claims customers, getting them back on the road faster post-incident.
This not only leads to more positive customer outcomes, but also helps insurers to settle claims more quickly – minimising costs, and improving operational efficiency.
#4 – Reducing the cost of motor claims
Mobile repair can have significant cost-saving benefits for insurers, due to its ability to reduce customers’ reliance on courtesy cars – minimising credit hire costs.
Because repairs can be completed more quickly, and without dispatching the vehicle to a bodyshop, credit hire periods can be shortened – or even eliminated if the customers’ car is driveable.
This can help to lower the overall cost of motor claims, benefiting insurers with lower operating costs, which could filter down to their customers through lower premiums.
Is mobile repair an option for my vehicle?
Your insurer will only offer mobile repair services if they’re appropriate for the circumstances of your claim. Before offering mobile repair, your insurer will usually consider:
What’s the scale of the damage?
Mobile repair works best for smaller fixes, which can be safely completed in their entirety without requiring on-site attention. Your insurer will therefore assess the scale of your vehicles’ damage to see if it’s appropriate for mobile repair.
What is your insurer’s repair policy?
The availability of mobile vehicle repair depends on your insurers’ own policies on if/how they offer it to their customers. If they do offer mobile repair, their policy will usually detail the circumstances in which this is appropriate – you will usually only be offered mobile repair if your vehicle fits this criteria.
Is there space to conduct the repair?
Mobile technicians require a safe, open space to conduct their work. If you don’t have this space available, it’s unlikely that a mobile technician will be offered by your insurer. This might apply to customers who park their vehicles in residents’ only garages, with little or no space available for repairers to work in.
In summary
Mobile repair is becoming more popular in motor insurance claims, posing benefits for both insurers and their customers.
It’s usually used for smaller fixes, like dents, scratches, or scrapes – or replacement of small cosmetic parts like wing mirrors, doors, or bumpers. It also requires a safe, open space for technicians to work in – such as a driveway or car park.
The benefits of this approach include:
- A more convenient experience for repair customers
- Increasing on-site capacity at repair centres
- Reducing repair waiting times
- Getting customers back on the road more quickly
- Reducing claims costs by limiting credit hire periods
A mobile technician will only be offered if they’re currently utilised by your insurer, if your vehicle meets certain criteria, and if there’s a safe space available in which technicians can work.
If your claim meets your insurers’ criteria, a mobile technician may be offered as an alternative to dispatching your vehicle to a bodyshop.