FMG Support case study - Morrison Utility Services
The challenge
Morrison Utility Services (MUS) is a leading service provider within the electricity, gas, telecommunications and water sectors. With a UK-wide client base and a fleet of 2175 vehicles, MUS needed a direct central point to report all incidents as their processes varied by depot. As a result, there was a lack of consistent management information, and incident costs and insurance premiums were high.
Speed of claims notification was the biggest challenge that MUS faced, as this was running at 16% within three days. Data capture, insufficient and incomplete claim forms or non-returns of claim forms, especially where Third Parties were involved, was a problem that was resulting in high costs. Ultimately, improving processes through enhanced communication and data capture were crucial factors.
The solution
Following a review, MUS selected FMG Support in March 2007 based on its expertise with diverse fleets and the quality of its operations systems and management information. Arval, MUS’s lease provider, also works with FMG Support and this connection contributed to the decision. FMG Support’s appointment was also welcomed by Zurich, MUS’s insurer at the time.
FMG Support introduced data capture, regular evaluations and implemented management information processes to highlight incident circumstances, liability and high areas of risk and cost that enabled MUS to better understand its fleets’ incidents.
FMG Support and MUS tailored a risk programme focused on these areas, which included appointing two qualified driver trainers to regularly review multiple incident and high-cost drivers and place them on a risk programme that involves classroom and on road training.
In line with MUS’s needs, FMG Support now provides a dedicated accident management line for their drivers to report incidents and glass claims are facilitated via an Interactive Voice Response options on this dedicated line. Bespoke reporting and a dedicated uninsured loss recovery handler have also contributed to creating a strong communication link between the two partners, which delivers great recovery results for both current and historical ULR cases.
The results
FMG Support has improved speed of notification for all incidents from 16% to 88%.
The increased speed and quality of data capture to the insurer has also resulted in reduced Third Party costs - MUS previously found it difficult to get insurers to partner with them with Third Party costs running at £1.8m. FMG Support reduced this to £1.5m and this figure has since reduced to £1.3m, a saving of £500,000 from the original cost.
MUS expects this figure to reduce significantly further for the new insurance year, following the success of the new driver risk programme. Working with FMG Support’s team of experts has delivered significant bottom-line benefits for MUS that are set to continue into the future.
Morrison Utility Services - downloadable PDF