Suncorp says goodbye to its repairlink centres and unveils a dramatically different approach to its repair process this month. Over the last 12 months the company has been trialling a repair platform Audanet from Audatex which has been fine- tuned for the Australian repair market with the help of the 35 Suncorp repairers taking part in the trial.
Paint & Panel talked to Leigh Bryan, head of motor claims at Suncorp and Atul Vohra, chief marketing officer and regional managing director of Solera, which creates the Audatex platform, about the system and what it will mean for Suncorp repairers.
Suncorp will roll out Solera's AudaNet vehicle assessment technology in October. "This is a game-changing opportunity to simplify our motor claims process and make it even better for our customers," Suncorp's Head of Motor Claims Leigh Bryan said.
AudaNet is the next generation of repair software technology, based on a core estimating system used and trusted in 45 countries around the world. Suncorp has worked closely with Solera [developers of Audanet] to significantly enhance the platform’s local features.
The cloud-based system leverages manufacturer times and methods to construct estimates and provide an 3D visualisation of the repair process. New functionality is being introduced to the Australian market for the first time, with AudaVin to improve upfront vehicle identification, and AudaWatch to provide customers greater visibility of repair progress.
The AudaNet technology will allow vehicles to be assessed and repaired directly at Suncorp Certified Repairers, without first attending a RepairLink for assessment.
"With cars becoming increasingly complex and customer expectations rising, it is critical that insurers and smash repairers continue to evolve. Our new approach will get customers back on the road faster, and allow repairers to spend more time doing what they do best: delivering safe, high-quality repairs,” Bryan said.
The technology allows regular progress updates and photos to be made available to customers online and via the industry leading claims app, helping customers feel more connected to the repair process.
"This means our assessors can spend more time on the road, in repair facilities, increasing oversight of repairs and working with our certified repairers to deliver on our shared commitment to our customers,” Bryan said.
Starting from October, Suncorp Certified Repairers will be asked to write and submit estimates using the AudaNet platform. It fully integrates with Suncorp claims systems so assessments will also be conducted using the platform, providing repairers and assessors with the same information and repair processes, speeding up the time for agreement and repair authorisation. There will be no cost to repairers for using the system.
"We undertook perhaps the most extensive trial of an assessment and repair system ever seen in Australia. Working closely with Solera has allowed us to customise the platform to meet local needs and ensure the new system and assessment process compares with the best of its kind in the world," Bryan said.
“It’s an honour to partner with Suncorp and work with the team to bring the most advanced digital technologies to the Australian market,” said Tony Aquila, Solera’s founder, Chairman and CEO. “Together, we will deliver superior customer engagement throughout the claims process and, ultimately, the broader insurance experience.”