Road infrastructure

Expert in this field
Bobby White

inTrust
Global TPA Lead, inTrust

T: +44 7880 780076

Every year road accident result in damage to street furniture causing cost to insurers and their clients. Find out how we deal with the damage to traffic signs, lighting and safety barriers

  • The Challenge

    Each year, thousands of road accidents result in damage to surrounding ‘street furniture’, such as safety barriers, street lighting or traffic management systems as well as the vehicles involved

  • The Solution

    By determining liability in road infrastructure claims and challenging the scope and cost of repairs, we’re able to reduce the amount motor insurers have to pay in 99% of cases

    As part of our road infrastructure claims handling service, our experts will:

    • Inspect the damage / scope of repairs
    • Secure witness evidence
    • Determine where liability rests
    • Challenge the scope and cost of repairs
    • Decide how the repair costs should be apportioned if several vehicles are involved
    • Carefully examine invoices to spot exaggeration and fraud

The power of data

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Through its data analysis, inTrust was able to advise a global travel client on areas where it could improve its business

inTrust’s principal data tool, Clarity Online, does much more than analyse loss data. For one particular client – a global travel organisation with hotels around the world – the tool also gathered and made sense of customer complaint data. This revealed some pinchpoints in the business, allowing the company to improve standards in these areas, with the result that claims and complaints reduced overall.

We've expanded the functionality of our data tool Clarity, to offer much deeper insights and analysis on claims

Phil McNeilage

Cunningham Lindsey

UK CEO

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  • The Challenge

    At a time when 90% of the world’s data has been created in the last two years, we know our clients need help making sense of that data so they can improve the resilience of their organisations and reduce the cost of claims

  • The Solution

    Through careful analysis we were able to identify common causes of complaints for a global travel organisation. This enabled the client to target its resources more effectively so that it could deliver an even better experience for customers and reduce costs at the same time.

The right thing, every time, for every customer

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The UK wing of inTrust has launched an iniative, called iCare, which puts the spotlight on customer service. As UK CEO Phil McNeilage explains:

“Through iCare, we’re empowering our people to take ownership of each claim and encouraging them to eliminate any processes or procedures that will stop them from achieving a great result for the customer. It’s no longer about doing things right – it’s actually about doing the right thing, every time and for every customer – and above all, keeping things simple.”

  • The Challenge

    A three-month appraisal of market and customer requirements assessed the claims experience received by clients and compared it to the company’s service delivery measures. The results indicated that change was needed and the customer needed to be placed back at the heart of the claims process.

  • The Solution

    iCare was introduced to empower claims technicians to make decisions that can speed up the claims process and deliver an efficient and fair result for all parties. As a result, our NPS score – which indicates whether clients would recommend us as a claims handler – improved by 20% over six months. Similar initiatives have been and are being introduced in inTrust’s nine other hubs.