solera – a global company with a strong focus on central & eastern europe
Post on 03-Jan-2016
33 Views
Preview:
DESCRIPTION
TRANSCRIPT
"Raising business efficiency and customer services standards in automotive claims: an
Eastern Europe example"
Focus countries: Romania, Poland, Russia
Dr. Richard J. Nathschlaeger
Tashkent, April 15, 2011
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
Solera – a Global Company with a strong focus on Central & Eastern Europe
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
Solera – the only global provider of claims management solutions
Leading global provider of estimating software and services to the automobile insurance claims processing industry- US$558 million in revenue in FYE 30/6/09- 63% of revenue generated in EMEA; 37% in the Americas
Number 1 or 2 position in every market we serve
Our clients have included each of the 10 largest European and North American auto insurers
Founded in 1966, with a presence in 53 countries and approximately 2,200 full-time employees
Over 72,000 customers including:- 1,500 automobile insurance carriers- 36,000 collision repair facilities- 7,000 independent assessors- 29,000 automotive recyclers and dealers
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
The World of Solera
AUTOonline’s business model complement well Solera’s operations in 53 countries across 6 continents
Solera Countries
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
Central and Eastern Europe (CEE) in the Solera World
Audatex GAS
SAN DIEGO, CA
Audatex CEEAudatex North-America
VIENNA, AUSTRIAMINDEN, GERMANY
Solera
SAN DIEGO, CA
Audatex UISA
READING, UK
ABZ
ZEIST, NETHERLANDS
AX Ibero - America
SAO PAOLO, BR
Audatex BEFIG
BRUSSELS, BELGIUM TOKYO, JAPAN
Audatex-APACAX Ibero-America
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
“If you can find a path with no obstacles, it probably doesn’t lead
anywhere.”
- Frank A. Clark
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
Countries in CEE
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
Audatex – CEE in 2011
AT- 1969
PL-1997
HU-1994
SK-2004 BY
RU-2003
CZ-1994
RO-2005 EE
LV RS
SlHR
BA
MDTR-2008
UA-2004
LT-2009
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
Market Development
Audatex in Central and Eastern Europe
Voice of our customer
• Big 5 insurers go CEE
• Allianz, AXA, Generali, Uniqa, VIG
• Manufacturers go CEE
• VW, Dacia-Renault, Kia, Hyundai, Peugeot
• High economic growth region
• Demand for electronic workflow partner
• Customers have quality expectations
Audatex CEE Objectives
• Meet and exceed customer
expectations
• Respond to dynamic market
developments
• Expedite global knowledge, local
focus
AX-CEE: Facts & Figures
• HQ in Vienna
• 100 employees in the region
• Regional product development
capabilities
Opportunity: Action:
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
Market facts - Romania
• Population: 21 mill.
• GDP/capita: € 5.510
• Car park: ~ 5 mill.
• Insurance related claims: 0.85 mill
• % of insured vehicles: 85 %
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
Market dynamics - Romania
• The repair market is dominated by Dacia – Renault repair facilities as a result of their dominance in the car parc
• In the field of motor claims the insurers play a dominant role which was strengthened even more during the last couple of years of economic crisis
• Insurers enforce labour rates and parts price conditions through contracts
• However, steering is still in initial phases and true approved repairer networks are just starting to be developed
• The introduction of a standard estimating tool increased the transparency
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
Example Audatex – a true benefit for the Romanian Market
• In 2006 the market started accepting electronic estimating systems with:• Importer / manufacturer recommended part prices• Labour times based on manufacturer guidelines• Manufacturer based painting
• Today, 9 out of the TOP 10 insurers require/accept a standardised Audatex estimate from the repairers based on manufacturer information in order to approve a repair
• Repair costs were thus reduced by 15%-20 %
• In return insurers guarantee jobs to repairers using Audatex – some shops could increase their insurance driven business by up to 50 %
• Now both sides go for further process automation in the motor claims business to reduce process waste and waiting times
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
Market facts - Poland
• Population: 38 mill.
• GDP/capita: € 9.187
• Car park: 17,8 mill.
• Insurance related claims: 1,9 mill
• % of insured vehicles: 99 %
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
Market dynamics - Poland
• Approximately 2,500 repair facilities service about 80% of the repairable motor claims volume
•The top 5 insurers control more than 70% of the motor insurance business
• Insurers rely on the dealers for policy sales for new cars
• Price war on the policy side forced insurers to focus on the process and severity control and thus look for closer ties with the repairers
• In the last 2-4 years concrete steps towards steering and building of approved repairer networks can be observed
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
Market standards – Poland
• Electronic repair estimating systems provided by Audatex and Eurotax have been a standard in Poland for more than 10 years
• OEM parts prices are provided by the importers and are a standard for the country
• The average repair estimate has been relatively stable except for a dip of about 10% in 2008 and the first half of 2009 but recovered to the level of about 5,100 PLN.
There are standards which contribute to efficiency and customer satisfaction
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
Market facts - Russia
• Population: 140 mill.
• GDP/capita: € 12.000
• Car park: 34 mill.
• Insurance related claims: 7,5 mill
• % of insured vehicles: 95 %
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
The financial crisis of 2008/9 brought a shift in the market dynamics
Motor claims repairs came into the focus of everyone
The Repairers
• Repairs became a major source of revenue
• Repair waiting times decreased to 3-6 weeks
• Established closer relations with the insurers
• Began using mutually accepted independent estimating tools to establish a “common language”
• Focused on automating the workflow to get faster approvals and reduce waiting times
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
The financial crisis of 2008/9 brought a shift in the market dynamics
The Insurers
• Drive to establish a “common language” with the repairers based on market realities
• Part prices• Repair times and methodology• Painting
• This allows for shift of repairs to independent shops and reduction of the number of disagreements
• Centralization of claims processing standardizes the process and reduces the probability of fraud
• Automation of the workflow with the repairers based on structured data instead of physical or electronic “paper” is expected to bring major enhancements to customer service and process efficiency
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
Market trends towards increasing efficiency and customer satisfaction – Russia
We observe several trends
• Majority of insurers are transitioning to official electronic repair cost estimating tools
• Interest is growing towards importer recommended part prices
• Manufacturer labour times are getting broad acceptance
• Work is going on to determine acceptable painting methodology
• Importers and insurers are strengthening relationships in the claims area
• Preferred repair networks and steering are emerging
• There is a realized need for process automation based on structured data rather than shuffling paper (be it physical or electronic)
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
Summary and Outlook
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
Drive to increase efficency and customer satisfaction
CEE is behind Western countries in terms of clear standards. Major steps to be taken are:
• Adoption of a standard estimating tool• Management of labour times, local part prices and
painting standards• Development of approved repairer networks and
introduction of steering• Automation of the repair process between Work Providers
and Repairers
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
Audatex will continue to invest in Eastern Europe & CIS
How is Audatex contributing to this improvement ?
• Audatex has established teams in each country• Our teams focus on process optimisation for each client• We provide expertise to all countries in the region
• We are excited by the opportunity to share our global knowledge to assist in the transition to higher standards and increased customer satisfaction in Uzbekistan
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
“Fortune favours the bold.”
- Virgil
Audatex | ABZ | AUTOonline | Hollander | HPI | Informex | Inpart | Market Scan | Sidexa
Solera – global knowledge, local focus
Thank you
top related