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Fleet Response: Simplifying the Claims Process for the Fleet Industry

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Allison Lanzilotta, Executive VP, Fleet ResponseAllison Lanzilotta, Executive VP
The successful journey of Fleet Response traces back to 1986, the year it was established. Initially, the company was focused on the core fleet market including large corporations and government fleets to deliver rental solutions. However, as the needs of the clients evolved, Fleet Response ventured into first-party claims management for those corporations that are self-insured. As the company’s custom solutions earned widespread recognition among the fleet buyers, they began demanding for more solutions to address the challenges faced in other areas of the supply chain. That’s when Fleet Response added safety programs in its portfolio to reduce claims for drivers by examining the Motor Vehicle Record (MVR) information, their claims data, and telematics regarding drivers’ performance. Today, Fleet Response has established itself as a renowned claims processing and management solution provider for the fleet industry for both first party and 3rd party claims. With the aim to deliver optimum flexibility, visibility, and accountability into the fleet claims management space, the company offers a mobile application and next-generation web-based tool built on an insurance background. Fleet Response’s mobile app helps fleet buyers and managers in claim reporting, glass repair, roadside assistance, and maintenance. The app is highly user-friendly and by leveraging its simple interface, drivers can report a claim, request roadside assistance, receive updates about the claims process, and stay informed. “Our goal is to manage all aspects of the claims process for both our client, their driver and any third parties with a focus on reducing cycle time and controlling costs while providing superior customer service,” says Allison Lanzilotta, Executive VP of Fleet Response. Unlike its competitors, Fleet Response provides clients with real-time access to data and analytics using its web based portal— VISIBILITY.
The next generation portal enables users to view claims processes such as repair status and documents, rental activities, subrogation requests, and fleet safety information on a user-friendly StatCenter. The StatCenter also displays data for analysis, provides access to claim information including loss notices, photos, and estimates as well as offers users the ability to create and customize their own reports. “This ability of our tool to deliver all the necessary claims data at the fingertips of the user is what makes it more appealing and gives the competitive edge,” states Lanzilotta. Besides, Fleet Response has set up internal KPIs, goals, and standards to improve its offerings and drive better results for the customers. “We also have a client advisory board, which constantly provides feedback on what modifications they want in the tool and our team works to deliver that,” asserts Lanzilotta. Behind the success of Fleet Response is a highly competent and committed team of experts that work around the clock to fulfill the customers’ needs. In an instance, one of Fleet Response’s clients was not satisfied with their third-party claims management provider as they did not have sufficient accessto all the information about the claims process.

Our goal is to manage all aspects of the claims process with a focus on controlling costs and minimizing vehicle downtime

The client shifted their entire auto claims handling to Fleet Response and observed significant improvement on how quickly claims were closing for both the company drivers and the third party. The firm even had access to all the customer data and ensured that all of their third party services were in accordance with the security laws and regulations. “The client also experienced reduced cycle time and cost due to quick contact with the third-party that saved the company significant time and money as well,” mentions Lanzilotta. In the upcoming years, Fleet Response intends to enhance Fleet Response Mobile and Fleet Response VISIBILITY to deliver even more flexibility to the drivers. The company is rewriting its internal operational systems to incorporate best-in-class technologies into its offerings and expand its product lines. Fleet Response will continue to focus on growing as a specialized third-party administrator and give more importance to safety measures as well as drivers’ qualifications.