Claims handling in the Spanish market and latest repair techniques. Ignacio Juárez Pérez, general manager, CESVIMAP

Transcription

1 Claims handling in the Spanish market and latest repair techniques Ignacio Juárez Pérez, general manager, CESVIMAP

2 CESVIMAP (1983), automobile research centre, owned by MAPFRE Research: after collision reparability breakdown, theft, fire methods, tools, equipment, facilities Activities Consultancy: motor insurance companies car manufactures, dealers repair shops Dissemination: training publishing Goals: improve the quality of services (car insurance, repairs) Centres in Argentina, Brazil, Colombia, Mexico, France and China RCAR member since 1986

3 Spanish car insurance market Main figures Claims management Repair challenges New scenarios

4 Spanish car insurance market, 2015 ENTITY Premiums earned (million euros) Market share (%) 1 MAPFRE 1, % 2 ALLIANZ 1, % 3 MUTUA MADRILEÑA 1, % 4 AXA % 5 LINEA DIRECTA % 6 REALE % 7 LIBERTY % 8 GENERALI % 9 ZURICH % 10 PELAYO % TOP % TOTAL PREMIUMS 10,046 (1.69%/2014) 44 CAR INSURANCE COMPANIES Source: ICEA 89

5 Spanish car insurance market Combined ratio (Sept 15) Claims % Personal damages (injuries, medical treatments ) 50% Material damages 52,27% Spare parts 20,89% Labour (body + electromechanic) 16.05% Painting labour 10.23% Painting materials 0.39% Others 90 Source: Audatex

6 Spanish car insurance market Claims management for material damages: CIDE ASCIDE CICOS - Agreements between car insurance companies to settle claims - Two vehicles involved. No personal damages - 80% of claims settled in less than eight days - Damages to the car that are not the driver s responsibility are paid by their insurance company, receiving a predetermined compensation

7 Spanish car insurance market Claims assessment: TRADITIONAL Car owner Insurance appraiser Bodyshop Agreement DRIVE IN Car owner brings his damaged car to drive-in Centre Appraiser estimate Car owner chooses bodyshop agreed / not agreed

8 Spanish car insurance market Claims assessment: SERVICE CENTRES Car owner leaves his damaged car Appraiser estimate send the car to agreed bodyshops Car owner takes a courtesy car (free or reduced rate) BY PICTURES ESTIMATING DELEGATION Bodyshops send pictures to a pool of appraisers Appraisers make estimate bodyshops Bodyshops follow the assessment rules established by insurance company FLAT RATE

9 New repair challenges BODY REPAIR New materials and joining methods. PAINTING ELECTRIC/ ELECTRONIC New products, new tools. New powered engines (electric, hybrid, GLP ); new devices (cameras, radars, sensors ).

10 Repair challenges Bodywork New materials and joining methods Steel + Aluminium + Carbon fibre RP + Plastic

11 Repair challenges Laser welding Sticking Riveting Bodywork New materials and joining methods Stamped riveting Spot welding Flow drill screwing Clinching MIG/MAG welding New joining methods

12 Repair challenges Carbon fiber reinforced polymers Tools and workshop equipment

13 Repair challenges Painting materials involved in regular evolution Matt finish paints, three layer paints or several colours Efficient products, with better performance and less quantity of paint to apply Bigger vehicles with bigger painting surfaces New painting process on bodywork

14 Repair challenges Improved tools for refinishing methods Tools and workshop equipment

15 Repair challenges Increase of electronic components involved in accidents: sensors, radars, cameras Technological developments: safety and electronics

16 Repair challenges Diagnostic equipment, calibration and defect erasure Tools and workshop equipment

17 Repair challenges New sources of power: electric, hybrid and plug-in hybrid vehicles Technological developments: safety and electronics

18 Repair challenges Training and learning. New equipment Repairs on new materials Replicate new joins used in car manufacturing Improve newest painting process New diagnostic and calibration equipment for new electronic components New requirements at workshops

19 Repair challenges Training and learning New equipment New requirements at workshops

20 New scenarios Where are we going to? Conventional cars New powered vehicles ADAS Telematics Connected cars Autonomous cars New ownerships New ways to use

21 New scenarios Where are we going to? More cars and more complex to repair Lower frequency of crashes Less serious crashes: cosmetic repairs High qualified repairs New business models

22 New scenarios Where are we going to? New business models Car manufacturers: New competitors: Apple, Google, Microsoft, Amazon New relationships: dealers, mobility providers, individuals Car insurance companies: Liability: car / driver product Device suppliers facing liability issues car manufacturers car owners Repair shops: permanent updating: tools / equipment, staff training, new kind of customers Infrastructures: roads, communications

23 Where are we going to? New business models Car manufacturers: New competitors: Apple, Google, Microsoft, Amazon New relationships: dealers, mobility providers, individuals Car insurance companies: Liability: car / driver product Device suppliers facing liability issues car manufacturers car owners Repair shops: permanent updating: tools / equipment, staff training, new kind of customers Infrastructures: roads, communications

24 Thank you Ignacio Juárez Pérez, general manager, CESVIMAP