Auto Insurer Has Convenience Offering
NU Online News Service, March 11, 10:19 a.m. EST?A Massachusetts-based auto insurer is offering policyholders a coverage package including "a new level of convenience" for handling vehicle repairs.
Plymouth Rock Assurance Corporation in Boston said their new door-to-door service picks up the policyholder's damaged car, delivers a rental vehicle, pays the collision shop and then brings the repaired car home.
The company said the "Door-to-Door" program is optional and free for all policyholders, who pay only for the cost of the rental car if it isn't covered fully by their policy.
Plymouth Rock said rental cars can be delivered to a customer's home, workplace or wherever it's most convenient.
"This really takes the hassle out of the whole repair process and advances our claims service a significant step forward," said Plymouth Rock President Hal Belodoff. "And the extra service to policyholders gives our independent agencies a unique way to provide greater customer value."
Door-to-door service, according to the company, can cut days off the claims and repair process. Once the customer selects a local body shop, the damaged car is picked up within four hours of claim notification, parts are ordered immediately, and the auto bodywork is given priority status, Plymouth Rock said.
When the car is ready, customers can either drop off the rental car at the collision repairer and drive away in their own car or have the shop deliver their car and pick up the rental.
"Door-to-Door" was piloted about two months before being rolled out statewide. "Every one of our customers has been surprised and delighted that we do this," said Frank Arment, Plymouth Rock's vice president of claims.
Sheila M. Doherty, president of Doherty Insurance Agency in Andover, Mass., said, "We end up looking like a hero to the client. At a time when they are frazzled and upset, we can offer an option that has no hassles. Plymouth Rock took the time to develop a fabulous program that takes customer service to the next level."
Plymouth Rock said rentals are provided by Alamo Rent A Car.
"The savings on rental-car coverage will at least offset the cost of providing the service because customers will get their own cars back faster," Mr. Arment said. "This is a win for our customers, our agents and us," he added.
Insureds can report claims through their agent or directly to Plymouth Rock on a toll-free line open 24 hours a day, seven days a week, the company said.
Plymouth Rock calls itself a pioneer of mobile claims settlement with its "Crashbusters" vans that provide on-the-spot claim settlement. The vans use technology, including instant electronic communication with appraisers and body shops that eliminates the need to mail or fax paper files and photos.
Agents can look up the status of all their customers' claims on a secure part of Plymouth Rock's Web site, www.PlymouthRock.com.
Plymouth Rock sells auto insurance policies across Massachusetts through a network of more than 130 independent insurance agencies.
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