Merimen Motor Claim

Motor Claim

Illustration of a Typical Collision Repair Chain Scenario

Typical communications and activities taking place

A	Tow truck brings the damaged vehicle to the workshop.
B	Repair professional assess the damage to the car and prepare an estimate for the cost of repair. He gets parts pricing from parts supplier.
C	The estimate is submitted to the insurer together with all other relevant documents for processing.
D	If the claim is valid, the insurer appoints an adjuster (internal or external) to inspect the damaged vehicle.
E	Loss adjuster goes to the workshop to assess the extent of the damages. He may also advice the workshop to proceed with the repair if the cost of repair is relatively low.
F	Loss adjuster calls parts supplier for parts pricing while preparing his report for the insurer.
G	The completed loss adjusting report is submitted to insurer.
H	Insurer makes an offer to the repairer for repair work based on the recommendation by the loss adjuster.
I	Repairer places purchase order with parts supplier.
J	Parts supplier invoices repairer.
K	Parts supplier arranges with transport company to deliver the items ordered to repairer.
L	Parts delivered to the repairer for immediate repair.

And finally, the vehicle owner collects his repaired vehicle from the workshop.

From the simplified illustration above, you can see that complex communications takes place between the participants. Information is being passed from one party to another. Usually, the medium of communication is thru phone, face-to-face contact, fax or paper.

By examining the tedious interactions among the participants, we found several shortcomings in this model. Among them, the glaring weakness is that complex collaborations between parties are handled manually via point-to-point communications with poor visibility and little transparency to the entire process. The other shortcomings are errors in communication, inability to track the overall progress, double entry to backend system, loss of information, lack of insights in operations and many more. All these shortcomings are introducing unnecessary business cost to the industry.