Partial Painting

[Inder Pal Singh]

Dear All, 




Currently, while assessing a partial loss motor OD claim, partially damaged panels that do not  warrant replacement, are assessed by the surveyors and repair/ denting charges and partial painting charges are allowed based on the extent of damage. In the process, painting charges are allowed as a percentage of standard scheduled painting charges prescribed by the manufacturers. How much should be the deduction from the standard scheduled charges depends upon the extent of damage – higher the damage, lesser the deduction. 
  
It is observed that there are no guidelines/ defined standards for these deductions which causes disputes on account of over/ under deductions. The customer is put to a lot of inconvenience and is often the biggest sufferer where he is not truly indemnified as per the principle of indemnity of the Insurance contract. 
Also absence of guidelines/ standards lead to huge variation for the similar loss when assessed by different surveyors at same/ different bodyshops. 
  
The above is giving rise to dispute incidences and is leading to poor customer satisfaction which in turn hampers customer retention and business growth of the company. 
This also effects Brand IFFCO Tokio which is deterrent to the long term sustainability of the business for the company.  
  
To address the issue, we had intense deliberations with repairers on the ground, surveyors and OEM i.e. Maruti. 

Making the process of assessment less subjective, it has been decided to standardize the deductions in 5 standard slabs and a slab based payment is being introduced for partial painting panels. These payment slabs as detailed in the attachment are 30%, 40%, 60%, 80% and 100% of scheduled painting charges prescribed by the manufacturers (Maruti). 

Also attached, for ready reference, are some approved guiding images of various damaged panels in every category which will act as a guide for surveyors to assess the loss in a fair, transparent and realistic manner. 
  
The above guidelines must be effectively used with immediate effect to improve the customer satisfaction level in the larger interest of the business. 

Trust this would also helpful for us for just & fair settlement of a claim and would also contributes towards loss minimization. 



  

[Di majo]

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Thanks.


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