The AA has not only scooped the Vehicle Recovery category from rival RAC, but has also nabbed the Accident Management Award too.
Dave Bartlett, head of accident management for The AA, said: “Throughout 2009, The AA has invested heavily in its accident management function. Following extensive research with our customers, we launched our new operational accident management system [Invictus] and our online customer portal [Invictus Online] in April 2009. This has provided improved customer service and enhanced efficiency.
“We believe that proactively minimising our customers’ vehicle downtime, providing a secure repair network and delivering cost certainty and control are key to our effective accident management service. This ethos runs throughout The AA’s service and this is the approach that has reduced our customer claims costs and provided them with mutually acceptable business results.
“Seamlessly interlinking our accident management, risk management and roadside assistance products has enabled us to provide our customers with both meaningful and consultative management information.”
