Europcar’s Customer-Centric Approach to Insurance Claims
In 2024, UK motor insurers paid out a record £11.7 billion in claims, marking a 17% increase from the previous year. The average claim rose to £4,900, with Q4 2024 seeing an all-time high average of £5,300. Despite the sector’s significant size, customers often feel unsupported. Data from Confused.com, via Which?’s Consumer Insight Tracker, revealed that only 21% of consumers trust insurance companies to act in their best interest, while 44% distrust their insurer.
The disparity between insurer offerings and customer expectations is creating a widening gap. Insurance providers must examine their supply chain to ensure all parts work together to serve customers effectively. Replacement vehicle delays have long been a pain point in the claims process. Europcar is determined to bridge this gap by focusing on customer needs when they’re most vulnerable after a collision.
Leigh Broomhead, Strategic Account Director for the insurance sector at Europcar, explained that the company is flipping the traditional claims model on its head. “We tried to work from the customer outwards,” he said. “They need support and mobility quickly to get back on the road and to their daily lives.” Europcar implements best-in-class customer service processes, supported by technology and data exchanges with their accounts and customer base.
The technology automates the customer journey, ensuring a smooth and seamless experience. “We do everything in the background using data and technology,” Broomhead explained. “The customer gets a smooth service where we’re keeping them updated throughout the claims life cycle electronically.” SMS updates, integrated delivery and collection systems, and a centralized insurance support hub work together to manage the hire process with precision and transparency.
Europcar’s investment in digital integration with insurer systems has been particularly impactful. The company has implemented two-way API integrations with insurance customers’ claim platforms, allowing for seamless reservation requests. This integration has resulted in a 5% increase in customer conversion to service and a 50% reduction in claim cancellations.
A key component of streamlining the journey is Europcar’s assistance platform. “We created a web tool called Europcar Assistance,” Broomhead explained. “It’s a one-stop digital shop.” Once a customer’s hire is authenticated, they receive a link to access support services, including guides for modern and electric vehicles.
Europcar has also made significant investments in electrifying their station network. “BEVs are rentable from all stations, and over 85% of our UK Delivery & Collection branches have EV charging facilities,” Broomhead said. This aligns with their broader push toward a greener, more sustainable fleet.
The company’s UK-wide delivery service can deliver a vehicle to customers within four hours, supported by live digital documentation. “Everybody’s used to apps and technology that provides an instant service these days,” Broomhead noted. “We wanted to approach it almost like a pizza delivery – where you know when it’s in the oven and exactly when it is on its way to you.”
Europcar’s innovative technology, seamless integration, and growing EV fleet are reshaping the replacement vehicle experience for both insurers and their customers. The result is a win for the entire sector, providing a smoother service and improved customer satisfaction.
