What is On-line Repair management (ORM)?
With the help industry feedback, IAG identified the need to develop an electronic communication link between smash repairers, one of our largest suppler networks,
and IAG's Assessing and Claims areas.
IAG established that the processes involved in managing an insurance claim could be made simple for smash repairers by using technology. Digital imaging has been
available for some time and IAG has provided a link between this, the quotation and shop management functions available in most quotation software packages and the internet.
This link and the system and processes involved are known as Online Repair Management (ORM). ORM has delivered impressive benefits to customers, repairers and IAG.
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Why was ORM introduced?
IAG's goals are to:
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Reduce paperwork
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Limit the manual processes in production and distribution of quotes, assessments, authorisations and invoices
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Reduce double-handling files caused by incomplete information or misunderstanding between repairer and insurer
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Reduce 'lost' paperwork and therefore reduce extra work and lost productivity in telephone calls
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Provide more comprehensive and accurate data recording and measurement
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Improve turnaround times from claims lodgement to assessment, authorisation and payment
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Improve customer service standards and present a professional image for the smash repair industry
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