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Fleet Knowledge  |  Management


Managing claims the smart way

Good news for fleet managers! They can now further reduce the administration overhead required for managing their fleets – by putting their claims management in the hands of Volkswagen Leasing GmbH. The new service covers the entire range from rapid assistance at the scene of an accident to complete settlement of claims through to detailed reporting.

Is the fleet optimally positioned at the moment? How satisfied are company car users? And which changes need to be made as regards the future of the company fleet? All important strategic issues that many fleet managers can frequently only address to an insufficient extent. A primary reason for this is that administrative and small-scale tasks, such as claims management, place significant strain on internal resources. Added to this, if such fundamentally important tasks are carried out “by the way”, the risk of errors also increases. One possible way to counter this unsatisfactory situation effectively is through smart outsourcing. And this is where Volkswagen Leasing GmbH comes into play, for example, by offering professional support for this step with its new claims management service.

“Our claims department is located virtually, so to speak, in the fleet management office and proactively takes care of all of the company’s claims against third parties.”

Sebastian Gradtke

Produkt Manager Claims Management, Volkswagen Financial Services

The reliable solution

A glance at the scope of the service shows that everything has been carefully thought out right down to the last detail. For example, there is active 24/7 emergency assistance for company car users at the scene of an accident as well as full claims settlement by the claims manager at Volkswagen Leasing GmbH. These experts support the claims process right through to final settlement – in other words, not only do they handle damage assessment and communication with all stakeholders, such as law firms, insurers etc., they also organise pre-payment of the accident-related costs (for instance towing or repair costs). They likewise coordinate enforcement of any claims against third parties¹⁾ in the case of third-party liability claims, as well as deferral of the remaining claim until final settlement if the vehicle is written-off or stolen…

Always up to date

Fleet managers naturally remain up to date at all times about these and all other process steps involved in claims settlement. This is possible thanks to integration of the new service in FleetCARS. The powerful control and reporting system provides a compact overview of the fleet at all times and additionally provides fleet management with all documents as well as photos for downloading. A further advantage of the service: even fleet vehicles that are not leased through Volkswagen Leasing GmbH can be integrated in the claims management.

Services included in the all-in package

  • Claims managers handle the entire claims process
  • 24h emergency hotline, 365 days a year
  • Short towing routes thanks to some 5,000 trade partners and numerous cooperation partners of the Volkswagen Group
  • Coordination of towing or transfer of the vehicle to the nearest partner workshop
  • Expert repairs with genuine parts or equivalent parts
  • Provision of a rental car through the authorised workshop or a national sales company
  • Pre-payment of accident-related costs (such as towing and repair costs) even if liability has not yet been resolved
  • Coordination of enforcement of claims against third parties¹⁾
  • Deferral of the remaining claim until final settlement if a vehicle is written-off or stolen
  • Real-time claims reporting in FleetCARS
  • 360° view of each claim with the digital claims file

 

All details are available at: www.vwfs.de/schadenmanagement (German language)

Applies to the German market.

 

1)Excluding rental car costs and compensation for loss of use.

 

The subsidiaries of Volkswagen Financial Services AG and their sister company, Volkswagen Bank GmbH, provide a range of services under the common designation “Volkswagen Financial Services”. These are bank services (provided by Volkswagen Bank GmbH), leasing services (provided by Volkswagen Leasing GmbH), insurance services (provided by Volkswagen Versicherung AG, Volkswagen Autoversicherung AG) as well as mobility services (provided by Volkswagen Leasing GmbH among others). In addition, insurance products from other providers are arranged.

 

Status: 28.02.2023
© Volkswagen AG

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