The end to end solution for Australian motor insurers

Effectively managing motor vehicle repairs is a critical aspect of any insurer’s claims process and involves a number of key elements. Simply instructing claimants and third parties to obtain an estimate and then engaging a motor assessor is no longer an effective method to ensure robust cost, quality and timeliness outcomes.

AAMC provides an effective Repair Management program that includes a rigorous framework that initially identifies the type of vehicle, location and damage incurred, a managed network of quality repairers (and associated suppliers) to facilitate accident repairs across a wide range of vehicle types, complexities and location, a team of highly skilled, technically proficient assessors, systems and processes that monitor the repair and maintain communications and finally formal relationships with towing companies, hire/rental car providers and salvage houses.

Yes, AAMC provides repair management solutions for every type of vehicle that has an engine and wheels. Whether it’s an everyday passenger vehicle or high-end prestige, light and heavy commercial trucks and equipment through to farm machinery our national network of partnered repairers and diverse team of technical experts are equipped to handle the specific requirements associated with each vehicle type.

Managing motor vehicle accident repairs involves several risks that insurers need to navigate. These risks can impact the quality, cost and timeliness of repairs, as well as customer satisfaction. Some key risks associated with motor vehicle claims are:

1. Quality of Repairs:

• Substandard Repairs: Poor workmanship can lead to unsafe repairs, which can compromise the safety of the vehicle and its occupants.
• Inadequate Parts: Using inferior or non-OEM (Original Equipment Manufacturer) parts can affect the performance and longevity of the repair.
• Hidden Damage: Not all damage is immediately visible, and failure to identify and repair all issues can lead to future problems.
• Resource Allocation: Insufficient or poorly trained staff can affect the efficiency and quality of repairs.
• Technology and Tools: Lack of access to the latest repair technology and tools can impact the ability to perform high-quality repairs.

AAMC’s business philosophies and procedures that guide our team of highly skilled, technically proficient assessors ensures that repairs are only approved to repairers that are adequately skilled and equipped to facilitate a quality repair. Our policy is not to approve the use of any inferior parts and if the potential of hidden damage is identified, instruct repairers to dismantle the vehicle prior to finalising repair cost and method. 

By engaging AAMC’s Repair Management services, any potential risk in quality is fully mitigated as our partner repairers are selected and contracted to deliver a quality repair outcome.    

2. Cost Management:

• Cost Overruns: Unexpected additional or supplementary demands during the repair process can lead to higher costs than initially estimated.
• Fraudulent Claims: Inflated repair costs or unnecessary repairs can result in higher expenses for the insurer.
• Price Fluctuations: The cost of parts and labour from repairer to repairer can vary, impacting the overall repair costs.

Australia’s motor body repair industry unfortunately includes a significant proportion of repairers actively attempting to maximise their profits through various nefarious methods. AAMC’s assessors are trained to identify and remove claims for non-consistent damage from repair estimates and engage various methods to mitigate high costs within repair estimates. 

To completely eliminate risk in repair cost management AAMC’s Repair Management program consists of partnered repairers that identify and employ the most cost effective method of repair upfront and are audited to ensure only damage consistent with the accident claim is included.     

3. Customer Satisfaction:

• Communication Breakdowns: Poor communication between the insurer, repair facility, and policyholder can lead to misunderstandings and dissatisfaction.
• Dispute Resolution: Disagreements over the extent of damage, repair methods, or costs can strain relationships and lead to disputes.

This risk is mitigated through AAMC’s Repair Management program by the critical step of identifying damage type and location and then appointing the most appropriate repairer upfront. Our Repair Management team monitor the progress of the vehicle throughout the repair cycle and keep the customer updated throughout. Any delays in completing the repair are communicated through to all key stakeholders in the claim.     

5. Compliance and Regulations:

• Regulatory Compliance: Failure to adhere to industry standards, safety regulations, and environmental laws can result in legal issues and penalties.
• Warranty Issues: Not following manufacturer guidelines can void warranties, leading to additional costs for the insurer or policyholder.

AAMC has invested significant time and effort to develop and implement frameworks, policies and procedures to ensure compliance in line with the various regulatory requirements to meet both AAMC’s obligations as well as those of our insurer clients.

Our partnered repairers and assessing policies and procedures ensure that all vehicle repairs are performed in line with manufacturer specifications. In addition, our network of partnered repairers includes factory approved repairers for all prestige brands and vehicles requiring specialist skills and equipment. 

6. Insurance Fraud:

• Staged Accidents: Fraudulent activities such as staged accidents can lead to unnecessary repairs and increased costs.
• Misrepresentation: Policyholders or repair facilities may misrepresent the extent of damage to obtain higher payouts.

Motor claims often involve highly complex circumstances in mitigating staged accidents, fraudulent claims (including third party) and managing legal disputes. 

AAMC has an in-house team of technical experts with the requisite skills, experience and proven know-how in providing expert advice and cost determination capability across even the most complex fraud or misrepresentation that can arise from a motor claim. We integrate this service with our General Loss Assessing and Repair Management services for seamless delivery to our clients.

AAMC’s Third Party Intervention (TPI) service is a key component of our Repair Management suite. It can be offered as a stand-alone strategy to tackle the high cost of third party demands.

From the moment a motor vehicle accident occurs, and a not-at-fault party is identified, our focus is on proactive intervention and ensuring the third party’s vehicle is allocated the correct reinstatement path.

All aspects of the third party’s claim are facilitated including the repair, arranging a replacement (hire) car, any towing requirements and overseeing the disposal of salvage if the vehicle is deemed a total loss.