Working in claims and collections can get tricky—especially in a complex industry like rental cars. With so many moving pieces, information can get lost, and communications can easily become misconstrued. The difference between thriving rental businesses and those that struggle often comes down to how well they streamline these critical processes.
By implementing strategies for claims management and collections, car rental companies can minimize losses, accelerate payment cycles, and create smoother experiences for both staff and customers. These are a few steps that businesses can take to improve their processes.
Create Set Methods of Communication
Having a standard process for communication is one of the key ways that businesses can ensure things run smoothly. One way to do this is by setting expectations for a response time and which communication channel is preferred (such as email or phone). It’s also helpful to use a centralized platform for communicating and exchanging information. This keeps everything in one place and makes it easier for you and the people you’re working with to find what they need. Consider having regular meetings with your team to discuss communication methods to make sure everyone stays up to date.
Have a Procedure for Documentation
Dropping the ball on documentation can cause a lot of chaos and confusion. It’s important for your team to be on the same page and follow the same process with every claim, ensuring nothing slips through the cracks or gets lost. A good documentation process will help you stay on top of import details and ensure all of the correct and relevant information gets recorded and saved in the right place. Using specific claims management software is one way to keep everything organized. It also establishes a clear system so everyone on your team can record and report in a streamlined, consistent manner.
Lead with Clarity
From communicating with your team to being open with customers, it’s important to always be upfront. Clarity is extremely important in both claims and collections, as many people are confused by these processes and feel overwhelmed or unsure of what they need to do. Provide customers with immediate, easy-to-understand explanations, including specific next steps, documentation needed, expected timelines, and their financial responsibilities. Clear communication means using plain language rather than industry jargon, updating customers on the status of the claim, and ensuring that all policies regarding damage assessment, insurance coverage, and potential charges are explained upfront during the rental process. Maintaining consistent and open communication can reduce customer anxiety and frustration while building trust. This approach not only improves customer satisfaction but also minimizes disputes and misunderstandings that can lead to escalated complaints and negative reviews.
What Viking Client Services Can Do
At Viking Client Services, we have experienced agents and subrogation specialists who are dedicated to working on insurance claims. Viking has maintained long-standing relationships with many of the leading car rental companies across the nation, helping them manage the claims process from start to finish. If you’re interested in how Viking Client Services can help, learn more or reach out with any questions. We are here to support your business in any way we can.
