Insurer investigation service launched

Loss adjsuter QuestGates has launched a new fast-track motor investigation service designed to help its insurer clients meet the requirements of the road traffic accident personal injury claims reforms being introduced on April 30 by the Ministry of Justice.

Under the new rules, where applicable, insurers will have to accept or deny liability within 15 days of notification. QuestGates has enhanced its own end-to-end claims process to make this timescale achievable.

Some new introductions such as a telephone based interview process have been implemented, although QuestGates will continue to conduct traditional, face-to-face interviews according to individual client preference.

Other more simple refinements such as using SMS to help arrange and remind policyholders and witnesses of meeting times and the creation of more concise reporting formats have been introduced, along with further IT enhancements and the creation of a ring-fenced MoJ Department. In pilots, these enhancements have been proven to deliver significant time savings.

QuestGates estimates that its new fast-track service can save insurers at least 10 days on the full end-to-end process and in turn, deliver further cost efficiencies. In addition to the fast-track service, QuestGates also offers a premium service for urgent cases. This will deliver witness statements and locus inspections within 48 hours of instruction.

Associate director, Gary Woodhall, comments: “We want to do all we can to help insurers conform with the raft of reforms being introduced by the MoJ. Our web-based operating system, which allocates an investigator to the job and puts them in touch with the insured within 15 minutes of receiving an instruction, has been well received by our clients. We generally achieve a 15-day turnaround when clear instructions and contact information are provided at the outset. However, we knew further improvements could be made. We’ve reviewed our entire process to determine where we can eradicate any duplication or waste which will lead to reduced elapsed settlement times.”

Woodhall added: “The MoJ reforms dictate that our clients will need a flexible response from their suppliers, involving a speedier turnaround on cases whilst maintaining the quality of reporting to facilitate their decision making process. We believe our new fast-track service provides this flexibility and the clients we have already spoken with are really enthusiastic, not just about the time and cost efficiencies it can deliver, but also in working together to establish how these improvements can be used to help optimise their own systems and processes.”