National Accident Repair Group

KEEPING YOU ON THE MOVE, AND

ON THE ROAD

COVERAGENATIONAL

LOCAL CARE

CONTENTS

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About Us

Our Network Capabilities

Standards

Savings and Controlling Costs

Our Central Claims Centre

Fleet Solutions

Accident Management Facilities

Smart Mobile Repair

End of Lease Refurbishment Page

Management Information

Net Promoter and CSI

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NATIONALCOVERAGELOCAL CARE

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National-ARG

The members are some of the most recognised and respected names in the industry. It is likely that your insurance company is working with them today and will have been doing so for many years.

The group was formed, based on their shared high values of, ethical dealings, professionalism, integrity and their most respected capability in vehicle repair quality, having in excess of 150 sites covering the whole of the UK including Northern Ireland providing a coverage and capability which is

second to none. The primary aim of the group is to provide exceptional peace of mind in customer support, communications and outstanding vehicle repair with safety and quality paramount, combined with the fastest turnaround times and reduced costs to our customers where possible.

In a world where the cost of accident repairs are increasing the value of claims, having severe impact on your renewal premiums, National-ARG can offer you a solution.

Launched in 2010, National-ARG was created as a collaborative group of the UK’s

leading accident repair centres, creating the largest accident repair network in the UK.

Keeping you on the move,

and on the road

Scotland

England

Wales

N.Ireland

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OUR NETWORK CAPABILITIES

WHETHER YOUR FLEET CONSISTS OF CARS, LIGHT

COMMERCIAL VEHICLES, MOTORBIKES OR HGVS AND

TRAILERS, OUR NETWORK IS EXPERIENCED IN ALL

ASPECTS OF ACCIDENT REPAIR.

Whatever vehicle you have in for repair with National-ARG, you have the peace of mind that all of

our repairs are covered by our repair guarantees and you’ll never have to worry about the same

repair twice.

As the UK’s largest repair network, we have full capabilities

for whatever type of vehicle requires accident repair, and

our dedicated central claims centre is fully trained to

enable deployment to the most suitable repairer in our

network for the any specialist vehicle requirements.

Understanding that the repair of LCV vehicles has a

different approach to that of a car repair, we offer Fast

Track facilities wherever possible to provide the very best

in key to key times and cost reduction wherever possible

to get the vehicle back on the road as soon as possible.

We have in excess of 80 specialist LCV repairers that can

accommodate vehicles from car derived vans right up to

3.5t long wheel base high roof panel vans and can cater for

minor repairs right up to major chassis alignment requiring

specialised jigging.

Where HGVs are involved, we have a network of dedicated

and specialised HGV repairers that can provide a fast

turnaround on all HGV repairs whether that be repairing a

rip in a curtain or aligning a chassis on a tractor unit. Our

specialist centres can accommodate all sizes of vehicle

from a 3.5 tonne right up to a 44 tonne tractor unit and

tri axle trailer including tankers.

We can accommodate specialist build vehicles such as

municipal vehicles, gritters, custodial vehicles, buses and

coaches. Working with a repair over replace culture to

ensure a fast key to key cycle time and cost effective repair

we cater for the full spectrum of repairs or mid-life / end

of life refurbishment.

All of our repairers are highly experienced and as a

member of PPG’s Fleetwatch we have access to some of

the leading technical information available for a quick,

efficient and quality repair, no matter how complicated.


GUARANTEES

STANDARDS

OPERATING WITH ONE OF THE MOST ADVANCED

AND EXPERIENCED NETWORKS IN THE UK ALL OF

OUR SITES HAVE BEEN CAREFULLY SELECTED BASED

UPON OUR DEMANDING REQUIREMENTS.

We have a strong and experienced operations team who monitor and

uphold these requirements ensuring that when you select National-ARG

as your repairer of choice you know you’re getting:-

BSI Kitemark / PAS 125 Accredited RepairersEvery single site within our network carries the BSI Kitemark and PAS 125 accreditation and

are all subject to unannounced audits.

Manufacturer Approved Approvals carried across the network range from Alfa Romeo to Volkswagen including some of

the most revered and prestige brands such as Bentley, BMW, Jaguar, Landrover, Mercedes Benz

and Porsche so you know whatever make of your vehicle, you’re in safe hands.

Internal AuditingIn addition to all of our repairers having BSI Kitemark standards and PAS 125 accreditation, we also put them

through stringent annual appraisals and bi annual audits to ensure that our network is consistently providing

the very best possible service along with conducting performance monitoring in the shape of CSI and Net

Promoter surveys randomly across the network.

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WE CONSTANTLY CHALLENGE OUR OWN STANDARDS

TO ENSURE THAT WE CONTINUE TO PROVIDE MARKET

LEADING SERVICE TO OUR CLIENTS

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SAVING AND CONTROLLING COSTS

Across our network we have extensive experience and work with some of the most advanced equipment in the industry allowing us to repair rather than replace within the majority of repairs. We also actively promote plastic repair at all sites.Where repair is not possible you can be assured that we have procured at the most competitive price position possible. Our supply chain has gone through a comprehensive tendering process to ensure we buy at the very best possible rates within the industry and we can use quality non genuine products or use recycled parts in

Utilising automated communications we can provide you with 24/7 updates throughout the repair process, not only improving our service levels but also significantly reducing costs in communications and planning.

A sophisticated self-serve progress and cost tracking system along with no claim handling fees allow you to remain in complete control at all times of your claims.

accordance with customer’s guidance and approvals.For any minor damage, our network has extensive mobile repair coverage, so we can come to your premises, at your convenience and carry out the repairs without the need to leave the vehicle at one of our sites.

We consistently monitor and compare our average repair costs and our parts vs labour ratios against the industry to ensure that we are providing our customers with the very best standards and value for money at all times.

If you however wish to go for a fully resourced accident management service we can handle the whole process leaving you able to concentrate on your core business.

THE QUALITY OF REPAIR AND CUSTOMER SERVICE ARE ALWAYS OUR TOP PRIORITY,

HOWEVER WE DO RECOGNISE THAT YOUR NEED TO REDUCE COSTS IS AN EQUALLY

IMPORTANT PART OF THE PROCESS, AND WE CAN PROVIDE SOLUTIONS TO ACHIEVE THIS.

Controlling Costs

Cost Reductions Accident Management Facilities


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Operating 7 days a week, our central claims centre can

process your claims via fax, email and telephone,

automatically referring these onto the most appropriate

bodyshop within our network based upon location,

manufacture approval, specialist capabilities and capacity,

taking into account required lead times and SLAs.

OUR CENTRAL CLAIMS CENTRE

Open until 9pm on weekdays and 4pm

on weekends deploying automatically

to the appropriate sites across our

network, our experienced team provide

you with one central point of contact

throughout the repair process and can

undertake communications directly with

your insurance or accident management

company should this be required.

The central claims centre also provide

monitoring of all claims, lead-times and

booking in dates, progress chasing to

ensure estimated completion dates are

met wherever possible.


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Guarantee on all work

Collection and Delivery Service

Hire and Courtesy Cars

Glass Repair and Replacement Services

Accident Management Services

SMART Mobile Repairs

End of Life Refurbishment

BSI Approved Repairers, PAS 125

Dedicated Central Claims Centre operating 7 days a week

Bespoke Management Information Systems

Cost Savings

Fast Track Services

Dedicated account management

FLEET SOLUTIONS

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We are a fully approved insurer repair network for some of the leading names in insurance and can look after your fleet requirements, be that through your insurance company or directly with yourselves.

We understand that having your fleet operating at its maximum utilisation, as efficiently as possible is a priority and any deviation can result in serious and costly repercussions for your business. Using National-ARG as your approved repairer, you know you’re in safe hands and that we can provide the very best services within the industry.

We don’t just provide accident and repair services, we can provide you with a fully holistic fleet solution that is tailored to your individual needs, and our Claims Centre is here 7 days a week to deal with your enquiries be that with your fleet manager, or individual drivers as part of our service, without handling fees.

ALREADY WORKING WITH SOME OF THE LARGEST FLEET OPERATORS IN THE

INDUSTRY WE HAVE DEVELOPED A REPUTATION FOR EXCELLENCE IN QUALITY,

SERVICE AND COST EFFECTIVENESS AND WE PRIDE OURSELVES IN BEING ONE OF

THE UKS MOST TRUSTED NAMES IN THE INDUSTRY.


OUR FLEET SOLUTION CAN OFFER YOU: -


Taking one of your vehicles off the road for any period of time can have serious repercussions to your business and at times it may just not be practical.

Here at National-ARG we offer SMART repair services to provide a fast and cost effective solution for the repair of minor cosmetic damage and can come to the drivers work, home, or where ever convenient and fix those little problems.

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ACCIDENT MANAGEMENT FACILITIES

SMART MOBILE REPAIR

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Full data capture and notification process (including 3rd Party Capture)

Recognised non fault qualification

Clear defined and charted process

Immediate liaison with vehicle operator for responsive recovery

Load transhipment services

Specialist repair equipment

Engineering support

Allocation of 3rd party repairer and cost control

Road clearance

Broker / insurance liaison

Downtime management

Disposal

Debt recovery from 3rd party

Settlement of claim

• Dent Repairs

• Scratch Repairs

• Scuffs

• Stone Chip Damage

• Damaged Paintwork

• Vandal Scratches

• Cracked Bumpers

• Plastic Welding

• Alloy Wheels

• Painted Bumpers

• Textured Bumpers

• Mirror Casings

Our accident management facilities can be tailored specifically

to your requirements, and can provide the following: -

OUR SMART REPAIR SERVICES INCLUDE:

These guides define what is classed as fair wear and

tear so that a standard can be applied across all

leased vehicles upon return and protect you from

excessive return conditions.

Recommended to be undertaken at least 10 – 12 weeks prior to the end of the lease, this service will give you: -

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All class of vehicles covered: Cars, LCVs and HGVs

A full written assessment of the vehicle using the BVRLA

guidelines

Assessment covers bodywork, tyres, alloy wheels and

upholstery

A comprehensive quotation for any refurbishment required

on the vehicle to allow for the return of the vehicle in

accordance with the BVRLA guidelines

Fast tracking of vehicles if required

Quick convenient booking in dates for any repairs

Courtesy car provision whist vehicle is in for refurbishment

Mobile SMART repair options for minor dents and scratches

Here at National-ARG we can offer you a solution for your vehicles that are

coming to the end of their leasing period in the form of end of lease inspections and repairs carried out in accordance

with the BVRLA guidelines.

END OF LEASE REFURBISHMENT

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Running a fleet of vehicles that you lease, contract hire or rent yourselves, or to a 3rd party can be a minefield once the vehicles reach the end of their period and need to be returned.

The vast majority of vehicles that are on lease operate in accordance with the BVRLA who have a guide to the definition of Fair Wear and Tear covering vehicles that have come to the end of their leasing period.

THERE ARE THREE DIFFERENT GUIDES SET OUT BY THE

COVERING: -BVRLA

1. Cars: for drivers of leased and financed cars

2. LCVs and minibus: for drivers and operators of contract

hired, leased and financed light commercial vehicles and

minibuses up to 17 seats

3. HGVs: drivers and operators of contract hire and leased

vehicles over 3.5 tonnes gvw.

More information regarding the BVRLA and their

guides can be found here at: www.bvrla.co.uk



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MANAGEMENT INFORMATION

Our innovative claims management system connects all stakeholders throughout the

entire claims process, allowing for rapid response and improved SLAs across our entire

network. A holistic view of live information provides a powerful business and group

wide KPI reporting facility that can highlight ratios, trends and exceptions, bespoke to

the customers’ requirements.

NET PROMOTER AND CSI

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Automated data collection

Self-serve progress and cost tracking for all of your claims

Provides reduced and resource costs

Live 24/7 automated communication

Standard and bespoke MI reporting facilities

Automated electronic invoice submission and estimate

comparison for right first time invoicing.

SOME OF THE BENEFITS

WE CAN PROVIDE ARE:

Feedback directly from the drivers involved in the repair

process is fundamental not only for you the customer to

ensure we are providing you with the very best possible

service, but also for ourselves to consistently monitor our

services and enable early identification of any areas of concern

so that we can improve and develop on an ongoing basis.

Surveys can be completed using the Net - Promoter System

or your own preferred system ensuring that the MI results we

provide fit within your own procedures and processes.1 2 3 4 5 6 7

Net promoter Score = % promoters - % detractors

DETRACTORS

FENCE SITTERS PROMOTERS

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ClaimsHandlers

InsuranceCompanies

Engineers &Assessors

VehicleRecovery

Companies

Parts Suppliers

Policyholders& Drivers

RepairerGroups

BodyshopsAccident

Management Companies

MotorManufacturers

RecoveryCompanies

FleetManagementCompanies

ACTIVEWEB IS A POWERFUL COMMUNICATIONS PLATFORM THAT CONNECTS ALL PARTIES IN THE ENTIRE

VEHICLE CLAIMS PROCESS

Rawcliffe Road, Goole, East Yorkshire, DN14 6XL

0330 1000 [email protected]

www.national-arg.co.ukw

CONTACT US

To discuss any of your requirements with one of our expert team please get in touch using the details below.

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National Accident Repair Group