Covéa Insurance accelerates motor claims service enhancements

Covéa Insurance is delighted to announce the launch of “Project Xcelerate”, a new service initiative that will enable the company to provide its customers with a decision on most motor claims within 48 working hours of the claim being reported.

Project Xcelerate is the result of Covéa Insurance having secured a unique agreement between ServiceCertainty and Audatex to bring together their systems and data. The project involves the integration of digital data and images, with estimating, repair and salvage systems.

The greatest customer service gains will be for cases involving a total loss, as customers will no longer need to wait for salvage companies to collect and image their vehicle, before the company can settle their claim. As a result of Project Xcelerate the time taken to reach a resolution will be reduced by 75%, because vehicle images will be available to engineers within 24 working hours, allowing them to make a decision within 48 working hours.

Alistair Sherwin, Team Manager, Claims Motor Engineers at Covéa Insurance who has led the project from its inception, explains:

“Project Xcelerate is the latest step in an ongoing programme which focuses on improving the claims experience for our customers. We understand that making a claim is an unsettling time and causes massive inconvenience. This initiative allows us to provide a significantly quicker claims decision to all our customers so that even if their vehicle is completely written off, they can still get back on the road as quickly as possible with the minimum amount of inconvenience”

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About Covéa Insurance

Covea Insurance plc is the UK underwriting business of leading French mutual insurance group Covéa, who are number 1 for property and liability insurance in France, generating over 16.9 billion Euros in premiums in 2018.  

Covéa Insurance looks after the insurance needs of over 1.5 million policyholders; delivering financial reassurance through its Standard & Poor’s A+ stable rating, as a guaranteed subsidiary of Covéa. 

The company offers motor, household, protection, pet, mid and high net worth insurance and a range of commercial insurance products, through a range of distribution channels. Employing over 1800 people, Covéa Insurance has a strong people and service ethos, having Investors In People Gold accreditation and is signatory to the HM Treasury Women In Finance Charter. It also has World Class service accreditation from the Institute of Customer Service for its Motor Claims, Home Claims and Underwriting Services teams as well as Chartered Insurer status for its Commercial and Mid/High Net Worth business.

In 2018, Covéa Insurance were recipients of the Personal Lines Insurer of the Year award at both the British Insurance Awards and the Insurance Times Awards and was the top rated insurer in the Insurance Times Broker Service Survey for both Personal and Commercial Lines.