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CARSTAR to develop a cross-border claims management program


August 19, 2010   by Canadian Underwriter


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CARSTAR’s Care Centre, a call centre for assigning claims to CARSTAR locations, has enabled the development of a cross-border claims management program.
“There is a lot of demand from our insurance partners for a U.S. claims solution, with CARSTAR in Canada but also integrated with CARSTAR in the U.S.,” CARSTAR national account manager Bing Wong said at the 20-20 Vision CARSTAR industry conference in Huntsville, Ontario. “We are currently in the pre-pilot stage of this program.”
The Care Centre would, among other things, help with the transfer of warranty, obtain priority service for insureds and their vehicles, add additional accountability in the repair stage of the system, eliminate potential blocks in the appraisal process and generally expedite the cross-border claims process, thereby potentially saving “tens of thousands of dollars.”
Wong said the cross-border claims management system would prevent unnecessary wait times that add to consumers’ claims costs – and frustration.
He cited one cross-border situation in Saskatchewan in which a block in the appraisal process caused a two-week waiting period. At the end of two weeks, the car was written off for $12,000.
A repair facility representative in Saskatchewan expressed frustration that had the block in the appraisal process not occurred, he could have repaired the vehicle for $3,000 and sent the customer on his way in three days.


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