RESHAPING COLLISION REPAIR ALONGSIDE INSURANCE CONTINUES
The development project initiated by Santam several months ago to introduce a new, saleable approved repairer blueprint is now beginning to reveal a range of core criteria aimed at reshaping the traditional motor insurance repair dynamic. In truth, the current model has evolved unevenly over the past three decades, often reacting to change rather than driving it.
Santam’s best-in-class strategy, which forms part of the company’s long-term vision, is intended to become one of the central pillars of insurance excellence within South Africa’s automotive insurance sector.
The survey currently under way is being conducted against a backdrop of rapid acceleration in the collision repair industry, far beyond anything experienced during the previous decade. At the same time, competition within the short-term insurance market has intensified dramatically, with more than 100 insurers now operating within the vehicle repair environment.
We have observed that quite a few of the MBR’s are falling short on compliance requirements. Basic things that may not be in order, are BEE certificates, MIBCO, Tax clearance, Occupational Health and Safety, COIDA and zoning certificates. Having your business in order is paramount in building a solid foundation and better future for the industry as a whole.
At the heart of Santam’s review is a clear objective: to create a more customer-centric experience throughout the often stressful and unexpected vehicle damage and repair process. Central to this approach is maintaining the policyholder’s indemnity against loss while simultaneously ensuring the principles of Treating Customers Fairly remain firmly in focus.
Delivering consistent, high-quality repairs requires multiple interconnected components to function effectively at all times. These include internal risk management, staff training and development, workshop compliance standards, business integrity, upliftment programmes, warranty fulfilment and supply-chain performance. Together, these elements form the backbone of Santam’s commitment to repair excellence for its policyholders.
The challenge of maintaining robust repair standards remains ongoing. The repair cycle itself is becoming increasingly complex, particularly with the rapid introduction of advanced vehicle technologies such as ADAS systems, evolving drivetrain platforms and the accelerating growth of hybrid electric and BEV vehicle sales in South Africa.
These developments demand significantly higher levels of repair expertise, specialised tooling and continuous technical training. Collision repair centres will need sustained investment in both people and infrastructure if they are to keep pace with the technological changes now emerging across the automotive landscape.
Another growing concern is parts availability and the ability of insurers and repairers to minimise vehicle downtime. Repair centres are increasingly facing delays in sourcing critical components, creating reputational risks at customer level.
Chinese vehicle manufacturers, in particular, are already experiencing growing criticism in several global markets regarding spare parts supply and delivery times. This has the potential to place additional strain on the South African repair environment, where supply chains are already under pressure from logistical disruptions and operational inefficiencies affecting collision repair businesses.
Despite these challenges, Santam remains confident that a closer and more collaborative working relationship between insurers, repairers, brokers, fleet operators and supply-chain partners will strengthen repair consistency across the sector. Through the introduction of more transparent systems and improved hybrid parts procurement strategies, approved repair centres will be better positioned to deliver efficient, high-quality repairs while ensuring improved outcomes for policyholders across the motor insurance sector.
