Subsidence
Because of the dry summer, we saw a significant increase in subsidence claims in the latter part of the year. We introduced a new method for handling these claims, and this has helped to both improve customer service and reduce their overall cost.
Service levels
The level of service from CIS claims offices continued to improve during 2003. 95% of all general insurance claims notifications were responded to within 24 hours and 94% of all correspondence answered within five working days. This represents the highest service level we have attained since the introduction of our 'Co-active' claims service in March 2001.
CIS' network of appointed motor repairers continued to play a vital role in the provision of an excellent motor claims service. Over 96% of customers were satisfied with repairs to their vehicles during 2003 and would recommend using an appointed repairer. The 'Appointed Repairer of the Year' award, introduced in 2002, continues to provide the opportunity to recognise the achievement of those repairers who provide exemplary levels of service and performance.
Plastic vehicle repairs
Experts estimate that 800,000 kilos of plastic motor parts are dumped in landfill sites every year. As part of our review into the environmental impact of the claims process, we introduced a new scheme to encourage appointed repairers, with a cash incentive, to repair plastic parts such as bumpers rather than replacing them with new parts.
