Adding value to car claims

Well, I have some relevant experience lately and this post from 2010, updated in 2015, is the same advice I followed and still give out.  But, along the way there where several missed opportunities to add value to an insurance brand.

  • So your car is on its way to the shop or in the shop and you need a rental. Now, my experience with Hertz and Enterprise was as expected; average.  Nothing bad nothing worth noting.  What would I like to see different?
    • There are ALOT of people who cannot or it would hinder them to have to give the $50-$100  hold on their credit card for the rental.  This can be an easy fix
    • I suppose a reasonable amount of empathy from both places.  But, I wonder if they actually understand the insurance claims process enough to empathize?
  • Lots of talk about BMW, Tesla, Volvo, etc. making programs where the car comes with insurance.  There are several affinity programs that exist as well.  But, when I stepped into, as the kids and I called it, The Clown Car.  Really was a Nissan Versa, not a bad ride just “what was available” I was underwhelmed.  Then, accident two happened and I was in a Subaru Impreza sedan.  Ironic but very nice.  That is when it hit if you have a car brand, why are you not working closely with insurance companies as well as rental car companies.  You have a captive audience that can be narrowed down to people who MUST BUY A NEW CAR.  What a missed opportunity.  Sure, there are some people loyal to brands but I bet there are thousands, if not hundreds of thousands who would “try” something either intentionally or because it was an equal option. This could also end up being a place for companies to save money on claims?
    • Look at all the car advertising you see on the internet, in your mail, etc.  Wondering; what is the cost to get someone to buy a car?  What is the average cost of rental cars during a claim?  Well, the coverage typically available is between $900-$1500.  How does that fit with customer acquisition cost?
  • Although I like telematics, adoption will be a challenge in the largest part of the market, the middle.  Why?  Retrofitting older cars?  Well, there is an app for that.  It is more trust that does it.  So I had a new fancy Subaru with all sorts of features my old Scion didn’t have.  This was interesting.  Is this another way to get people used to having things in the car that bring value?
  • I’m not a fan of more advertising, but I am still left wondering why Hertz/Enterprise, again they have a captive audience, didn’t attempt to make me like them?  Both had a nice experience at the counter and I did need to call both and both were ok.  But, again, here is a chance to differentiate.  We travel a few times a year and may need to rent a car.  Who should we choose?  My wife has a corporate program she is a part of, maybe now is the time to really “wow” a family?
    • ” Oh, you are part of the Gold Program, we won’t be putting a hold on your card….”
    • “Oh, I see you have $30 a day, but wait you are part of our Gold program so here is an upgrade……”
  • Maybe you can even go a step further and tell your car renter that, if they need gas during the rental and go to Sunoco(just an example) please scan the card on the keychain for $.10 off a gallon….

Here is to hoping I avoid any more field research with rental cars and claims 🙂

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