Most drivers are not confident they could exchange the right details after a collision, according to new research from LexisNexis Risk Solutions. That points to a data quality problem at the very start of motor claims.
Only 30% of motorists said they were very confident they knew exactly what contact and insurance information to swap with another driver after an accident. The other seven in 10 either lacked full confidence or felt the stress of the moment could stop them taking or giving the right information. Drivers involved in a collision are under a legal duty to give their details.
Young drivers were the least sure. Those aged 18 to 24 reported the lowest confidence, while drivers aged 65 and over reported the highest.
Missing or wrong third-party details at FNOL can hold up liability decisions, delay contact with the other party’s insurer and add handling cost.
Carla McDonald, director of product management at LexisNexis Risk Solutions, said the findings showed why third-party details are often missing or incorrect when a claim is first reported, slowing claims and adding costs.
“A collision is a stressful situation, so using validated data to ease pressure on customers straight after an accident is an important step forward,” said McDonald.
LexisNexis sells data tools designed to fill in and check third-party and vehicle details at FNOL.
The research also found drivers have limited sympathy for repair delays caused by vehicle technology. Just 13% said they were completely comfortable with longer repair times if modern vehicle technology was the reason, while 53% said they were unwilling to accept such delays as an inevitable result of more complex vehicles. Drivers aged 25 to 44 were the least tolerant.
That expectation clashes with what is happening in repair shops. Sensors, cameras, driver assistance systems and batteries are making repairs slower and more expensive, and the Association of British Insurers (ABI) reported a record £3.2 billion in motor claims in the second quarter, with the average claim up 4% to £4,900.
For brokers, the FNOL finding is an opportunity for simple, practical help. Giving clients a checklist of the details to collect at the scene, such as the other driver’s name, address, phone number, insurer, policy number and registration, along with photos and witness details, can speed claims and reduce disputes. Young drivers, who are least confident, are the obvious place to start.
The repair finding is a customer expectation problem that brokers will often see first. When a client complains about how long their car is in the garage, brokers can explain why modern vehicles take longer to fix, and check whether the policy includes a courtesy car, and for how long. With fleets and private buyers taking more technology-heavy vehicles, managing those expectations at the point of sale may prevent complaints later.
