PROPERTY DAMAGE CLAIMS MANAGEMENT SERVICE
REAC offers its members a service for managing claims filed by users for damage to their vehicle caused by the roadside assistance service. This service consists of REAC's experts drawing up a comprehensive report on the case in order to clarify the facts between the user and their roadside assistance service, and to clear up any doubts for your customer and for any loss adjusters who may be involved. In this way, REAC aims to help its members maintain their company's good image, and for this reason the organisation will only provide this service in cases where it is reliably proven that the tow truck service acted correctly and professionally.
The time limits set for handling these claims are usually very short. With this service, REAC aims to help its members in situations which, due to lack of time, are either not resolved satisfactorily or are abandoned. In order to carry out this process as quickly and rigorously as possible, REAC will ask its members for the following information:
1.- Subject and exact text of the claim.
2.- Details of the vehicle subject to the claim: make, model, registration number.
3.- The driver's account of how the work was carried out and how the incident occurred. Name and telephone number.
4.- Descriptive reports and photographs of the vehicle, if any.
5.- Details of the tow truck that assisted it, flatbed or wheel-lift type, workshop vehicle.
6.- Service history for the same vehicle (whether any service was previously provided to the same vehicle and the reason for the assistance).
7.- Service request from the insurance company, exact reason given as the mishap.
8.- Loss adjuster's report, if one has been carried out.
9.- Any representations you have made regarding the claim and your customer's response.
10.- If the claim relates to connecting battery clamps and is based on the electronic control unit, you must send us the make of the jump starter and its manual.
REAC wishes to stress the importance of having the information stated in the exact words used. For example:
 |
Text sent
States that the tow truck came to start the vehicle. Believes that the contractor did not close the bonnet properly. When they pulled out onto the motorway it flew open violently. |
In this example, the allegation can be resolved on the basis that one party considers that, had the incident occurred as the policyholder states, there would be no doubt in their account of the facts. However, the exact text says that they "believe", indicating that they are not completely sure that the facts they describe were the cause of the incident, without having proof that it is true or direct knowledge of it.