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“Our fleet performance improvement is a direct result of FMG Support’s continuous development of internal processes and technology. Their commitment to working with us as a true partner, understanding our requirements and meeting our particular needs, means the results just keep getting better.” Keith Smith, GB fleet controller, Xerox
When you have a fleet of vehicles, incidents are a fact of life. But when your driver isn’t at fault, you shouldn’t be left out of pocket by paying for excess insurance costs. Uninsured loss recovery (ULR) can have a massive impact on bottom-line results, but can be a drain on time and resources which would be better spent on your customers. Handing this over to the experts can boost the balance sheet and allow you to concentrate on your core business.
Situation
Xerox, the document company, has a fleet of 1,232 vehicles covering thousands of miles a year. Incidents are a fact of life, so they wanted to maximise their ULR whilst minimising vehicle off-road time and realising cost savings in the process. And although they wanted someone else to recover losses on their behalf, past experience had made them wary of third-party providers. So this time they were determined to get the returns they wanted in the shortest possible time.
Solutions
Following recommendation from Marsh, Xerox approached accident management specialist FMG Support to develop a solution to cover incident management, rental damage management and ULR.
By partnering with FMG Support for all ULR, Xerox ensures that the recovery process begins on day one – as soon as an incident is reported. Many other providers aren’t as time-conscious, waiting for damage to be repaired and all parties to be invoiced before starting the ULR process. Complacency isn’t an option for FMG Support, which completes the process and returns the value to Xerox in an average of 42 days. An insurance-trained liability expert deals with all claims – and not just the straightforward ones. Even complex matters such as split liability and individual negligence claims are pursued and recovered.
Underpinning all the ‘people power’ within the business is FMG Support’s state-of-the-art management information system, Ingenium. This allows Xerox to retain control of the process by closely monitoring results through regular reporting.
Xerox can also measure the performance of insurers by analysing statistics from these reports, once again placing ready-made intelligence in Xerox’s hands. And with various integrated systems to assist with solving specialist cases, such as aerial images of any location in the UK and online vehicle tracking and incident investigation, FMG Support always has accurate information at its fingertips.
Results
In the first year, FMG Support recovered 22% of Xerox’s total spend on repairs for that year. By 2005 that figure had jumped to 31.5%.
ULR is one of Xerox’s fleet management success stories, thanks to better understanding of where internal resources should be focused and when specialist outsourcing makes sense.
