Reparación Móvil Qorus Banking Innovation Awards 2014 - Winner

The Chilean car insurance industry faces a severe capacity shortfall when it comes to repairing damaged cars. Traditional workshops haven’t shown any productivity improvements and carried on working the same way they have always done. Consequently, customer service levels have worsened, especially in the last five years – the customer satisfaction index (CSI) has reported a drop in satisfaction from 75% to 25%. Many customer complaints concern excessive repair times, which can take 15 days on average, and the cost incurred for a replacement car, as well as poor communication on the repair status. To relieve the pressure that workshops face, BCI Seguros has come up with an innovative approach to dealing with minor repairs, which account for 20% of all repair jobs. BCI Seguros has invested in six vans, which can travel to customers’ houses to carry out SMART Repairs (small to medium repairs), as well as an express service workshop. Each van is equipped with a complete repair and paint system – including a world-class digital spectrophotometer that reliably matches car paint colours and mixes them up straight away – and is operated by a single technician who is trained to carry out repairs and deliver effective customer care. The technician is also trained to manage basic insurance processes too, which means that they can collect insurance excess costs once they have finished a procedure. After 18 months of operation, BCI Seguros’s van service has repaired more than 2,000 cars. Customer satisfaction levels now average 90%, while 93% of customers have said they will definitely renew their policy with BCI Seguros.