May 2021
Driving customer experience through changing attitudes
Customer expectations have risen exponentially over the last year, driven in part by the lifestyle changes brought on by the pandemic and its subsequent lockdowns. For the insurance industry, customers now expect the same level of personalised experience and service as they would from an online retailer or media streaming company.
Working with insurers and their customers following an accident, car rental companies have taken a lead in transforming value for customers by offering a range of mobility solutions that can be personalised to suit individual circumstances.
For example, for those customers who do not have a replacement vehicle as a part of their insurance policy, credit hire is one way of improving mobility following an accident – keeping a motorist on the road and their business moving without lengthy downtime. However, with increased customer expectations and the implementation of planned whiplash reforms on the horizon, insurers need to be confident of a good relationship between themselves and the credit hire companies.
For car rental providers such as Europcar, partnering with credit hire companies to speedily provide customers with the necessary vehicle – including electric and specialist vehicles – is helping to transform that relationship. Using technology to track vehicles correctly and keep hire periods to a minimum offers greater transparency for the insurance provider as well as improving the customer experience.
Driving patterns have also changed as a result of the pandemic, with the traditional rush hour having flattened out as people continue to work from home. This has meant it is now even more important that drivers have quick access to vehicles out of hours and have the flexibility to be able to pick up a replacement vehicle roadside, something Europcar offers through its ‘On Demand’ solution.
Customers are no longer content with a ‘one-size fits all’ solution and that is putting the pressure on the insurance industry to remain agile and provide more personalised mobility solutions. Having a strong partnership with a car rental supplier who is flexible and able to meet demand quickly and efficiently, plays a vital role in ensuring the customer journey is smooth. It’s good for keeping insurers ahead of the competition too!
James Roberts, Business Development Director – Insurance
Europcar Mobility Group UK
