At AutoXcel, Claims is a personal business. And while we leverage technology to facilitate the claims process, our people, and the customers we serve always come first.
For Dealers, the key to F&I customer retention and satisfaction is partnering with a provider that delivers unparalleled claims support. Many factors can impact the quality of the claims experience for consumers, including wait times, how long it takes to resolve a claim, transparency in the F&I contract, and much more. At AutoXcel, we believe that no single factor has a greater impact on customer satisfaction than the personal relationship that is built between the customer, the dealership, and a well-experienced, highly trained Claims Analyst.
The AutoXcel Approach to Claims
With over 20 years of F&I expertise, AutoXcel’s personal and responsive approach to F&I claims service and support means fewer customer complaints and cancellations for Dealers and Agents. By partnering with AutoXcel, our partners can boost their F&I program retention, and enjoy long-term, sustainable revenue with improved customer satisfaction.
Delivering on our Promise
We Hire the Right People: We hire individuals who are friendly and embody a service mindset. That means that when a customer speaks to one of our Claims Analysts, they feel taken care of and assured that their claim will be treated as a priority.
We Conduct Continuous Training: Our Claims Analysts undergo approximately six months of rigorous training before they are operating fully independently. But the training does not stop there — we regularly monitor calls, conduct ongoing coaching, and collaborate as a team to ensure our service is meeting the expectations of our Dealer partners and their customers.
Customers Always Speak to a Real Person: When a consumer calls our Claims Department, a real live person in our Wilmington, NC office will always answer the phone. They won’t be placed in a lengthy queue, directed to our website, or asked to interact with an impersonal app. What’s more, our Claims team doesn’t utilize a script. We encourage our team to deal with each person’s unique situation in an organic and human manner.
We Emphasize Fairness and Expediency: Filing a claim is not a particularly fun process for consumers, but making sure that each claim is treated as a priority, that it is evaluated fairly and transparently, and that it comes to a quick and accurate resolution can vastly improve the experience.
We Collaborate Closely with Dealers: Stellar claims support is not achieved in a vacuum. Customers will often be communicating with our team and their dealers, so it’s critical that we work together with dealers to make the process less stressful.
“The success of our partnership with dealers, agents, and customers is built on a foundation of trust, and is fueled by our commitment to integrity, exceptional service, and personal relationships.”
-Scott Golub, Assistant Claims Director
Partnering with Dealers is Paramount
Our Claims leadership takes a hands-on approach to partnering with Dealers and Agents. From the onset of our partner relationships, we encourage an open line of communication with all involved stakeholders including the dealer ownership/ management, the Agent, the sales team, the service department, and the accounting personnel. This involves regular phone communication and often on-site visits to nail down processes, understand the needs of service personnel, and build overall team rapport. If it means delivering a better caliber of service to partners and their customers, our Claims team is willing to go the extra mile.
Experience The AutoXcel Difference
“What has impressed me most is how flexible AutoXcel has been and their personal approach to managing the claims process.”
-Brandon Kerns, Advanced Dealer Solutions
All Claims departments are not the same. In the congested F&I landscape, it can be challenging to discern between providers who often look and sound comparable. While most advertise a similar suite of offerings and a promise of stellar service, few truly stand out like AutoXcel. The key is our deeply personal approach to servicing every relationship with care and our over 20-year track record of integrity and innovation. No area in our business better exemplifies our commitment to partners and consumers than our exceptional Claims team.
To learn more about our industry-leading approach to claims support, and how it can translate into sustainable revenue, please contact us.
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