SANTAM ENGAGING IN FUTURE FORWARD THINKING FOR VEHICLE REPAIR
The current review of the Santam motor insurance book is steadily moving forward, with the mammoth task of information gathering from its approved network of collision repair specialists.
In an ever-changing vehicle market that is packed full with an amazing divergence of hybrid, electric and electrified vehicles, which is pushing the industry into a fast-forward mode of driver acceptance. This journey has developed into a concise look at just how Santam, as South Africa’s leading short-term insurer, will need to become smarter in an increasingly complex, challenging and opportunistic market, where competition is being driven mainly by a massive convergence of insurer and body repair expertise.
It is not an easy undertaking to change the dysfunctional business environment that we have all become bound up in, but changing the way insurance works is currently being driven by more changes than ever before.
It is with this in mind, that the team at Santam are engaging with recognised training and test centres, like MAGALS Training Academy to see how in-house training claims assessors may be improved in understanding, with a more hands-on approach in the future, to be able to comprehend the reality of a body shop’s business, as well as the technical EV onslaught being seen across the vehicle manufacturing playing field.
MAGALS Training Academy is already providing courses on these various topics. As well as training future artisans, they are also a trade test centre. They recently invested heavily in their training facility, which is adjacent to a working collision repair centre, so a practical stance is always front of mind, to accompany any theory being taught. Courses on ADAS realignment, VDQ, as well as the health and safety demands associated with EV and hybrid technology and the prescribed methods for handling and repairing these vehicles are part of their diverse offering.
Another part of the repair process is understanding the increasingly complex world of vehicle colours. With some 90 000 new global vehicle colours now employing basecoats and solid coats, together with four-stage xyrallic pearl shades, there are increasingly problematic colour challenges for all paint shop personnel as they gear up to achieve a first-time repair result. This includes interesting colours on Chinese imports that have no formulas to guide in colour matching.
Clearly, by now, Santam fully understand that there is no quick fix. However, by engaging in strategic partnerships between their network of loyal broker agents and approved collision repair centres, this objective can drive down to an increased level of communication.
By adopting a consumer-centric approach, Santam is looking to harmonise the many elements at play between collision-approved centre personnel, loss adjusters and industry supply chains, with a more focused and integrated approach to the way in which the business operates.
Santam seek to support an industry in transformation and deliver a customer journey built around safer, faster turnaround and key-to-key vehicle return times, while providing increased sustainability in the mobility landscape and preparing for the ever-changing future that lies ahead.
