Worry-Free Vehicle Claim Service Opens

MEDIA INFORMATION 26 August 1999

WORRY-FREE VEHICLE
CLAIM SERVICE OPENS

An innovative approach to vehicle repair - the AA Insurance Vehicle Claim Centre -opened for business on Auckland's North Shore this month (subs 11 August).

AA Insurance general manager, Chris Curtin, said the vehicle claim centre is a new insurance initiative and one designed to provide customers with a "worry-free" claim service, where in most instances not even a claim form is required.

"We recognise that while some customers want to be involved in all aspects of the repair process, others want a complete motor claim service with minimal involvement."

"AA Insurance customers in the Auckland area now, in most cases, need to make just one phone call to a toll-free number (0800 500 216), should their vehicle become involved in a collision or need repairs. The vehicle is collected by AA Insurance and taken to the claim centre.

AA Insurance assesses the vehicle and AA Insurance approved collision repair specialists inspect the vehicle at the claims centre and then tender for the vehicle repair. Following repair the vehicle is quality assessed by AA Insurance and then delivered to the customer.

Chris Curtin said that traditionally insurance companies have been little more than bill-payers, but recent research indicated that customers expect more.

"We operate in an environment where service, price and quality are the key factors in any decision made by customers - motor vehicle insurance is no different. The Vehicle Claim Centre is an AA Insurance initiative, purpose-built to provide customers with what they want."

Situated at 19 Omega Street, North Harbour, Albany, the purpose-built 830 square metre facility also includes a full-service AA Centre. This centre provides: finance; insurance; touring information; technical and pre-purchase vehicle inspections; and driver licensing. Fifteen staff work at the combined facility.

It is the first such centre in New Zealand to be opened. Chris Curtin said the company would monitor customer response before deciding whether to extend the service to other parts of the country.

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