Laird has been working with Nationwide Accident Hire to introduce a more transparent, independently managed approach to pre-accident valuations (PAVs), designed to reduce customer disputes, minimise administrative intervention and ease the burden on claims-handling teams.
The initial results suggest the approach is delivering measurable benefits, with the volume of valuation disputes reaching Nationwide's claims handlers falling by almost 75% compared with the previous process.
For accident management companies handling substantial volumes of total loss claims, the implications for operational efficiency and resource allocation could be considerable.
The Results
The pilot has produced several encouraging findings:
* 75.4% of respondents accepted their original valuation without challenge.
* 24.6% initially disputed the figure.
* 80% of disputed valuations were subsequently upheld following independent review.
* 95.1% of responding customers either accepted their original valuation or had it confirmed following review.
These figures demonstrate both a high level of initial acceptance and the accuracy of the underlying valuations, with the overwhelming majority of original assessments standing up to further scrutiny.
Managing Director, Chris Sharples, said
"Having this system has been huge for our business. It's saved an untold amount of labour hours of going back and forwards with clients. It's allowed us to significantly improve the customer journey and bolster our offerings to our partners."
Reducing the Operational Burden
Perhaps the most commercially significant finding is the reduction in disputes requiring attention from Nationwide's own claims-handling team.
Since introducing Laird's PAV system, Nationwide has experienced an almost 75% reduction in the volume of valuation disputes reaching its handlers, leaving approximately one-quarter of the previous dispute volume.
For accident management companies, valuation disputes represent a recurring administrative cost. Customer calls, requests for reassessment, additional correspondence and management escalations all consume resources, frequently without any subsequent change to the original valuation.
By introducing an independently managed process that establishes the valuation, presents the supporting evidence and handles initial challenges, much of this activity can be resolved without drawing on the AMC's internal resources.
The potential benefits extend beyond reduced call volumes, including improved claims progression, greater consistency and additional handling capacity without a corresponding increase in staffing.
Independence and Transparency
A central element of the service is Laird's independence.
As an independent motor engineering and valuation specialist, Laird has no financial interest in whether a vehicle's pre-accident value is assessed at £5,000 or £15,000. Its responsibility is to establish a fair, reasonable and defensible market value, supported by appropriate evidence.
This distinction can be particularly important where customers are sceptical of valuations presented through the traditional claims process.
Providing a clear explanation of the assessment, together with an independent route for reviewing legitimate challenges, helps establish confidence in the valuation while ensuring genuine discrepancies are identified and corrected.
The pilot's findings suggest that combining robust initial assessments with transparent communication can materially reduce the number of disputes that require further intervention.
Measuring the Wider Benefits
The pilot with Nationwide Accident Hire is continuing, with further analysis focused on customer contact volumes, repeat enquiries, dispute resolution times and the associated impact on claims-handling resources.
While the reduction in dispute volumes is already significant, quantifying the corresponding savings in handling time and administrative costs will provide a clearer picture of the commercial benefits achievable at scale.
For AMC owners and directors, the results highlight an opportunity to address a longstanding source of operational inefficiency.
Where three-quarters of valuation disputes can be prevented from reaching internal claims handlers, the cumulative benefit across a substantial total loss portfolio has the potential to be considerable.
Laird is now inviting discussions with other accident management companies interested in exploring how an independently managed PAV service could reduce their own dispute volumes, improve operational efficiency and deliver a more transparent experience for customers.
To discuss the findings or explore a pilot, contact us here.
