NRMA Insurance has introduced a new quality program to help ensure all vehicle repairs are done to the highest quality and improved the choice of repairer process in NSW.
Highlights of the quality program include the introduction of new roles nationally with a focus solely on quality and repair inspections and a new premise and equipment (P&E) audit checklist — increasing the number of inspections and P&E audits conducted annually.
NRMA's national supply chain manager, Roy Briggs, said the new system builds on quality assurance already in place.
"Every time we repair a customer's car, we're working to make sure we get them back on the road with their car repaired to the highest quality. Our 10 point repair quality plan gives us exactly the right systems to do this," Briggs said.
He said as part of the 10 point plan, the insurer had also:
.introduced genuine parts guidelines;
.developed a tailored smash repair training program for its motor assessors nationally;
.implemented new guidelines for managing relationships with repairers;
.completed a major upgrade of its quality data management system; and
.developed new inspection forms and quality reports.
"All this means we have a highly trained assessor workforce working with some of the most stringent motor repair quality checks in Australian insurance," Briggs said.
"We're also confident that it gives repairers more certainty — our processes are clear and helps reinforce that our repairers are among the best in the business in delivering safe, high quality repairs."
Briggs said that from 1 March 2011, when a customer selects a repairer of their choice in NSW, their vehicle can go directly to their selected repairer rather than being presented to a Care and Repair Centre first.
"We'll be directly allocating the vehicle to the repairer of choice when the customer lodges the claim with us," Briggs said. "This will speed up repair cycle times and make things easier for our customers."
The 10 point repair quality plan is rolling out nationally now and more information can be found on it and the change to choice of repairer processes at www.repairnetwork.com.au.