Lawyer Dale Battley from Victoria is urging repairers to
know how to secure jobs that would otherwise be directed into
insurers' repair networks.
"Recent changes and
developments put in place by the IAG Group and the Suncorp Group have
made it clear that any motor vehicle repairer who is not aligned with
those insurers must take stock of the manner in which is
conducts its business with those companies and their affiliates in
the future," Battley said.
Commenting on the fact that customers who do find their way to repair shops are often steered away into the repair network Battley recommends repairers adopt a new approach.
Business owners need to know more about policy wordings and strategies to secure a job once it presents itself at the workshop.
Policies which offer choice of repairer present the first opportunity to fight back said Battley. "Choice of repairer rights should be exercised with vigour to secure a job. Rectification claims are clearly becoming more prevalent as a result of the sausage machine approach by the named insurers to the repair process," he said.
Battely advises that there is no obligation on the customer to return the vehicle to an insurer or smart shop to allow them another opportunity to rectify their errors. Immediate action can be taken to secure that job and take steps to recover the costs of rectification from the insurer concerned.
"Third party claims are an obvious means of securing a job which would otherwise be scooped up and directing into their repair network," Battley said. "Insurers have no legal right to direct/Steer a third party claim.
Customer service has never been more significant than in these tough times said Battley and suggests that customer who are directed into the insurer repair network should be encouraged to return the vehicle after the repairs are completed to be check for faults.
"Inevitably there will be faults given the method adopted to repair those vehicles by the insurers concerned.
"The temptation for most repairers who are not affiliated with the larger insurers is to adopt the user-friendly option for fear of losing the job or the next job. This approach must surely be brought into question given the ruthless tactics of the insurers who will take whatever steps they deem appropriate to obtain the best bottom line result on any given job. Pandering the them and their unrealistic and unreasonable requirements is not the answer." Battley said.
He went on to recommend that the industry needs to adopt some uniform approach to fight back against insurer tactics otherwise the erosion of the bottom line will cause business closure.
"It is unrealistic to expect that the government will make
any changes in the foreseeable future which will make it easier for
repairers to survive these tough times. It is up to the industry to
forge a path into the future by adopting hard headed, sensible,
consistent and cost effective strategies to counter the approach of
insurers.
Battley & Co. Lawyers, led by Dale Battley, have over 25
years experience in third party recoveries, rectification and faulty
workmanship claims and insurance contracts disputes in motor vehicle
accidents and/or commercial disputes.
Contact Battley
& Co. Lawyers on: (03) 9670 0450 or email: dkb@battley.com.au