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Some news stories about credit hire organisations and companies have not been positive and a few third-party insurers aren’t overly excited about dealing with CHC’s.

As a credit hire company, we do not overcharge, upsell services or unduly manipulate the repair period in order to maximise the hire charge.

Our ethical approach will reduce friction and ensure third-party insurers can be confident in knowing that we will be open, honest and equitable in our dealings with them. Reducing indemnity spend is important for insurers and we understand their motivations.

We aim to resolve heads of damage amicably. The information required to prove a claim is within the knowledge of the claimant and ROZZII. We will therefore ensure insurers receive a fair provision of that information at the earliest stage so that the issues can be properly explored.

As a CHC we know that the burden of proof rests with our claimant in relation to:

Need to hire a replacement taxi
The specific make/model of vehicle hired and rates being reasonable
Impecuniosity

We will work in partnership with repairers to ensure there are no delays and the causes of delays are investigated and presented to insurers for their consideration.

We will manage the exchange of documents with insurers that are in line with the pre-action conduct practice direction. In order for insurers to consider the claim we will provide (amongst other things) the following information:

Why our client needed to hire a replacement taxi and whether he/she had access to any other vehicles
Engineer’s reports and repair invoice
In relation to the claimant’s vehicle and our hire vehicle: V5c document, certificate of motor insurance, MOT certificate
Evidence of our claimant’s impecuniosity
Taxi licenses

We believe building strong relationships with insurers is crucial for the success of ROZZII. By offering high-quality service, maintaining transparency, and being responsive to their needs, we can establish trust and cooperation that benefits all parties involved.

To help insurers and foster positive relationships, we will take several steps:

Provide Prompt Service

Respond quickly to accident victims’ needs by offering replacement vehicles as soon as possible after an accident. Timely service can help reduce the inconvenience for policyholders and claims adjusters.

Maintain a Diverse Fleet

Offer a wide range of replacement vehicles to cater to various needs and preferences. Having options, from economy cars to premium vehicles, allows policyholders to find a suitable replacement.

Transparency and Communication

Maintain clear and open communication with insurers. Ensure they understand our process, pricing, and terms, so there are no surprises during the claims process. Transparency can build trust and prevent disputes.

Compliance and Regulation

Ensure our operations comply with all relevant regulations and industry standards. Adhering to the law demonstrates professionalism and reliability.

Accurate Documentation

Provide comprehensive and accurate documentation, including rental agreements, invoices, and vehicle condition reports. This documentation is essential for insurers to process claims efficiently as well as meeting any evidentiary requirements in legal proceedings.

Quality Vehicle Maintenance

Regularly service and maintain our rental fleet to ensure that vehicles are in good condition and safe to drive. This minimizes the risk of accidents or breakdowns with replacement vehicles.

Driver Verification

Verify the driving credentials and insurance coverage of individuals renting our vehicles. This helps prevent issues with unqualified or uninsured drivers.

Cost Control

Work with insurers to establish fair and competitive pricing for our services. Be willing to negotiate and adapt to the specific requirements of insurers to keep costs reasonable.

Claims Handling Support

Offer assistance to insurers in handling claims related to our services. This includes providing accident reports, witness statements, and any other relevant information.

Alternative Dispute Resolution

Establish a dispute resolution process to address any disagreements or conflicts that may arise between our company and insurers. A fair and efficient resolution process can prevent legal disputes.

Customer Service

Train our staff to provide excellent customer service. Polite, helpful, and responsive staff can make a significant difference in the overall experience for policyholders and claims adjusters.

Data Sharing

Share data and statistics with insurers to help them better understand accident trends and identify areas for improvement in their underwriting and claims processes.

Keeping your SPIRIT up…

Supportive

S is for supportive. One of our most important values! We will support claimants, taxi operators, repairers and at-fault insurers as part of accident claims management service.

Positive

P is for positive – being caring and proactive; ensuring customer needs are met and helping to achieve high customer/employee satisfaction.

Integrity

I is for integrity – ensuring services are based on the key principles of selflessness, integrity, objectivity, accountability, openness, honesty and leadership.

Responsive

R is for responsive – making best endeavours to reduce credit hire periods and responding to service requests promptly

Innovation

I is for innovation – we’re a learning organisation who will use innovation to continuously improve

Together

T is for together – we’re accountable to a range of stakeholders including non-fault taxi drivers and third-party insurers. We will work in partnership to build trust, and deliver services with transparency and efficacy.