A phone call from a lay-by
A hirer calls the branch from a lay-by on the A1. The van has a warning light and no power. They are upset, they have a load to deliver and they do not know whether to call the breakdown number on the key fob, the branch or their own insurer. The branch assistant takes details on a notepad, calls the breakdown provider and promises a replacement van, then has to find one and someone to drive it.
Two days later, the insurer asks for the accident details on a different hire, and the only record is a few lines in a notebook.
Why incidents are handled so loosely
Incidents are not daily events at a single branch, so there is no practised routine. Each one is dealt with from scratch by whoever answers the phone.
- Hirers are unsure who to call, so they call everyone.
- Breakdown, accident and damage-only incidents need different steps, and staff do not always know which applies.
- Details such as location, third party information and photos are taken verbally and written down partially.
- Swap vehicles are arranged by phone between branches with no link to the original hire.
- Recovery of the broken vehicle, the swap and the claim are tracked in different places.
What loose handling costs
Stressed hirers who feel abandoned, which shows up in reviews. Missing information for insurance claims and recharges, some of which cannot be recovered later. Vehicles left at recovery yards longer than necessary, running up storage charges. And staff time, because every incident involves many calls.
The incident flow we build
- The hirer's confirmation includes an incident link and the numbers to call. The link asks what has happened: breakdown, accident, damage, lost key, or stuck without fuel or charge.
- Each type follows your process. For a breakdown, it shows the breakdown provider's number and asks the hirer to share their location. For an accident, it asks for photos, the other party's details and whether anyone is hurt, with a clear instruction to call emergency services first if so.
- The branch sees the incident immediately, with the hire, the vehicle, the location and what the hirer has already reported.
- Staff arrange a swap vehicle from the flow, which checks availability at nearby branches and creates the new agreement linked to the original, carrying over the remaining hire, mileage allowance and extras.
- Recovery of the original vehicle is tracked to its destination, so it does not sit in a yard unnoticed.
- The incident record gathers the photos, details, calls and costs, ready for your insurer, a damage recharge or a warranty claim.
| Incident type | First step for the hirer | What the branch gets |
|---|---|---|
| Breakdown | Breakdown provider's number, share location | Location, symptoms, hire details |
| Accident | Safety first, then photos and other party details | Photos, third party details, statement |
| Damage only | Photos from the link | Photos with time and location |
| Lost key or out of fuel | Guidance for that situation | Request logged with the hire |
What we do not decide
We do not decide who is at fault, what your insurer covers or what the hirer pays. The flow follows the process you, your insurer and your breakdown provider agree, and gathers the information those decisions need. Instructions to hirers are reviewed by you before they go live.
Incidents handled the same way every time
The hirer knows what to do, because the link tells them. The branch sees each incident with its details in one place, and swaps are arranged as linked agreements rather than favours between branches. When an insurer or a hirer asks what happened, the record answers. A manager can also see how many incidents each vehicle has had, which sometimes points to a vehicle that should leave the fleet.
Is incident handling ad hoc at your branches?
- Incidents are handled by phone with notes on paper.
- Hirers do not know who to call when something goes wrong.
- Swap vehicles are arranged without a link to the original hire.
- Recovered vehicles sit in yards longer than they should.
- Insurers ask for details you did not collect.