Motor Vehicle Insurance And Repair Industry Code of Conduct

Western QBE is pleased to announce that it is fully compliant with the recent introduction of the Motor Vehicle Insurance and Repair Industry Code of Conduct (the Code) in NSW effective 31 March 2007.

The purpose of the Code is to promote transparent, informed, effective and co-operative relationships between Motor Vehicle Repairers and insurers based on mutual respect and open communication.

Western QBE accepts they have a responsibility to ensure vehicle repairs are authorised and carried out in a professional manner to ensure the safety, structural integrity, presentation and utility of vehicles undergoing repairs.

Repairs authorised will comply with documented manufacturer’s technical specifications and will not compromise any vehicle warranty conditions.

The Code provides for an efficient, accessible and transparent dispute resolution process between Repairers and insurers. For more information on the dispute resolution process, please refer to the Motor Vehicle Insurance and Repair Industry Code of Conduct website.

Western QBE and Repairer Relations

Western QBE will ensure that all our employees and service providers engaged in assessing motor vehicles hold the relevant trade qualifications and are experienced in repairing motor vehicles.

We will ensure that our employees or service providers will not perform functions that do not match their expertise.

Western QBE Approved Network Smash Repairer Scheme

Western QBE operates a variety of Approved Network Smash Repairer Schemes on a state by state basis. We regard our repairer network as an extension of our business and recognise the importance that they play in ensuring that we deliver the highest level of service by performing quality repairs in a timely and professional manner.

Do we have Approved Network Smash Repairers in your State?

Western QBE currently has Approved Network Smash Repairers in Western Australia, South Australia and Queensland.

In NSW and Victoria, Western QBE does not currently have an established Network. In both these states Western QBE employ the services of Innovation Group (Motor Care) to manage the repair process on its behalf. Motor Care has established Approved Repairer Networks in both states which we utilise as part of the agreement .

How do I apply to become a Western QBE Approved Network Smash Repairer?

To register your interest in becoming an Western QBE Approved Network Smash Repairer in Western Australia, South Australia and Queensland you may simply contact our office in your state. You will be advised of our requirements for becoming a Western QBE Approved Network Smash Repairer and whether there is an immediate need for additional repairers in your area.

How do we establish the need for additional repairers?

The criteria used in establishing such a need include:

• Increasing volume of claims processed for the area.
• The ability of the existing Approved Repairers to complete quality repairs in a timely manner.
• The overall performance of the Approved Repairers in the area.
• Potential for future growth in the area.

What if additional repairers are needed?

If additional repairers are required in your area, you will be asked to complete a Repairer Profile document. The Repairer Profile allows us to evaluate applicants against our minimum criteria for becoming an Approved Repairer. “The minimum criteria for becoming a Western QBE Approved Repairer” document will be supplied with the Repairer Profile. You may request a copy of the Approved Repairer Criteria prior to commencing the application process.

Once we receive the completed Repairer Profile an evaluation is carried out. If you fully meet our criteria, then the next step is for us to inspect your Premises. This process involves a senior representative from the Motor Vehicle Assessing Department arranging a suitable time with you to inspect your premises.

The inspection process looks at the following areas:

• Workshop equipment
• Workshop environment
• Staffing arrangements
• Customer facilities
• Office equipment
• Overall presentation

Following the physical inspection of your premises, we will advise you in writing of our decision regarding your application.

If your application is unsuccessful, you will be provided with a report highlighting area’s that need to be addressed in order for you to meet our requirements. If you application is successful, you will be invited to sign a Service Agreement.

Monitoring Repairer Performance:

To ensure an ongoing successful relationship between Western QBE and our Approved Network Repairers, we monitor your performance against our Key Performance Indicators as set out in the Service Agreement.

Feed back as to the general performance of all Approved Repairers will be provided individually on a quarterly basis. However, we may contact you at any time where we have identified areas of performance that need to be addressed.

What if additional repairers are not needed?

If we do not need additional repairers in your area, you may still register your interest in becoming an Approved Repairer in the future.

Estimate, Repair and Authorisation process

In NSW and Victoria, we do not currently have Approved Network Smash Repairer Scheme, but we employ the services of Innovation Group ( Motor Care ). Western QBE currently operates a one quote policy for the majority of its repairs.

As part of this process, customers are requested to obtain a quote from a Motor Care Approved Network Repairer, but we also give customers the option of obtaining a quote from a repairer of their choice. Where the repairer they choose is a non Motor Care Approved Network Repairer, then the competitive quoting process is used with the customer required to also obtain a quote from a Motor Care Approved Network Repairer.

Competitive Quoting

Western QBE utilises the competitive quoting process for the majority of its repairs in Western Australia, South Australia and Queensland.

This means when a customer makes a claim for repairs to their vehicle we will arrange for two independent competitive quotes from repairers within a reasonable geographical proximity to the customer. At least one of the quotes is to be obtained from a Western QBE Approved Network Repairer, with the customer given the option of obtaining the second quote from a repairer of their choice. All quotes will be considered equally with repairs authorised to the repairer who submits the most complete and competitive quote.

Lifetime Repair Guarantee

A Lifetime Repair Guarantee is provided on all repairs authorised by Western QBE, as part of our commitment to ensuring that a high standard of quality repairs is delivered on all occasions.

Adjusting Repairers’ Estimates

Although we operate under a competitive quoting process, Western QBE retains the right where necessary to make adjustments to the most competitive quote.

The assessors may request adjustments based on their knowledge and experience. These may include changes to the method of repair, the use of recycled parts and where components of the quote are considered to be unreasonable. All adjustments are to be negotiated with the repairer prior to the assessor authorising the commencement of repairs.

Additional Repairs

Western QBE is aware that there may be instances where further damage is identified once the vehicle is dismantled. Western QBE will request the repairer to submit a supplementary repair estimate at which time we may authorise the additional repairs or arrange to inspect the additional damage prior to giving authorisation.

Incomplete Quotes

Western QBE is committed to ensuring that the integrity of the Competitive Quoting process is maintained by authorising repairs to repairers that submit the most complete competitive quote.

An example of this is where two competitive quotes have been provided, and while comparing both quotes against the vehicle, one repairer has missed a considerable amount of obvious damage that is included on the other quote. In this situation the incomplete quote will be disregarded.

However there may be occasions where the assessor may include some minor additions to the incomplete quote in order to determine a final repair cost.

Replacement Parts

Western QBE is entitled to replace damaged parts with new parts or used parts of similar age and condition to those being replaced.

Repairer Warranties

Where Western QBE has authorised repairs to a motor vehicle, Western QBE guarantees the quality of repairs for any defect due to faulty workmanship or faulty material for the life of the vehicle. You will be given an option to effect any such rectification at your cost.

Where Western QBE requires a repairer to use a method of repair or a part different to that recommended by the repairer and the repairer does not agree to the change, Western QBE will:

• provide such requirement in writing and agree to pay the direct loss or liability incurred by the repairer by reason of a quality, structural, presentation or safety defect caused by complying with the requirement.
• where rectification of workmanship is required, Western QBE will provide the original repairer an option of doing the work provided the vehicle requiring rectification is within 100km of the original repairer. In matters where the vehicle has relocated in excess of 100 km the original repairer will be provided the opportunity to inspect the vehicle prior to commencement of any work.
• where Western QBE directly specifies a sub let repairer to do work, Western QBE accepts responsibility for claims arising from the work of the sub let repairer and for any costs associated with the sub let repairer not completing work as authorised in the allocated time.”

Payment Terms

Western QBE ensures that all payments will be processed within 30 days of receiving the invoice, provided that the invoice meets all the relevant Australian Tax Office requirements and the invoice amount corresponds with the authorised repair amount.

If these amounts do not match you should contact the assessor prior to submitting the repair invoice. This will ensure that on receiving your invoice the payment will be processed in a timely manner.

Repair Dispute Resolution

Western QBE has in place a process to resolve any dispute that a repairer may have that has been unable to be resolved through discussion with the assessor. The procedures for any dispute are outlined below:

1. Disputes That Arise Prior To The Commencement of Repair (2 day process)

A dispute arising under Section 10 of the Code has a 2 working day process to ensure customers are not inconvenienced with lengthy delays in completion of their repairs.

Disputes under this section include matters relating to the repair or paint method where it is believed the safety, structural integrity, presentation or utility will be compromised and when the concern can not be satisfied under the repair warranties provision of the Code.

In this instance the repairer should contact the local State Assessing and / or Claims Manager and provide all relevant information supporting his position regarding the dispute. Once all the information has been received Western QBE will make a determination on the dispute within 2 working days.

Should a decision not be acceptable to both parties, the repairer may choose not to complete further works and / or Western QBE may choose to have the vehicle moved to another repairer to ensure works are continued on the customers vehicle.

2. Dispute Resolution Process (15 day process)

Disputes under Section 11 of the Code have a 15 day process and relate to disputes over contractual arrangements as outlined in Section 4 Insurer and Repairer Relations or Section 9 Disclosure Obligations, of the Code.

Initially your dispute needs to be raised with your local branch Claims Manager. If you are unable to resolve the dispute you will then be directed to Western QBE’s Internal Dispute Resolution (IDR) team.

You will need to provide full details of the dispute and your concern with Western QBE’s conduct. Western QBE will acknowledge receipt of your dispute within 5 working days. A determination will then be sent to you within a further 10 working days unless a different time frame is agreed between both parties.

If you disagree with the determination, you can then request to proceed through External Dispute Resolution (EDR). To do this you must lodge the dispute with the Code Administration Committee (CAC). CAC will then appoint a mediator within 2 business days who will assist in resolving the dispute.