DAS Coronavirus business partner updates

Supply chain and business continuity update – 9th April 2020

As it has been a shortened week there is not a huge amount to report regarding our overall operational position as we move into the Easter break – we are still doing everything possible to protect the welfare and health of our colleagues while responding to the needs of our customers and business partners as best as we can.

Following is the latest update with regards to our supply chain:

Panel Solicitors

All lawyers are working from home with no impact on targets, staffing levels, or capacity reported.

The AA – Breakdown Provider

Most call centres are now working on a virtual (remote working) capability. All operations are continuing as normal and performance remains strong.  A full business continuity team (executive and director level) has also been mobilised, meeting daily to monitor the situation and ensure full resources are focused on protecting the company’s people, customers and service. 

For further details visit the AA website.

CET – Home Emergency Provider

With boiler manufacturers halting production and placing staff on furlough, customers may now turn to their Home Emergency insurer to fix their boiler issues.

In terms of parts, CET has also reported that many retailers have closed completely. This may lead to fewer jobs being completed on a first visit with increased travel to wider areas to collect parts. Nevertheless, CET is committed to ensuring that works are coordinated and customers are fully updated. No impact to claims volumes or service levels was experienced in March.

For further details visit the CET website.

Care first – Counselling Helpline Provider

Care first has increased its bank network capacity in order to effectively manage any increase in call volumes due to the coronavirus.

Medical Solutions – Health and Medical Helpline Provider

Medical Solutions reported an unprecedented sharp increase in demand for GP consultations with associated call volumes fluctuating on a daily basis. 

Average appointment wait times were extending to approximately 48 hours, but as of Friday 3 April they were back down to circa 24 hours with no significant delays experienced and with average call wait times. GP capacity has been increased by 15% so, unless there is a further surge in demand, appointment wait times should continue to fall.

Hertz – Hire Provider

Due to significantly reduced demand, Hertz has implemented employee furlough programs across its operations in the UK. A low number of operational staff are affected while ring fenced teams and points of escalation remain in place. Very few Hertz branches are affected, and only then where there are multiple branches. 

The company remains committed to providing an exceptional service and staffing levels have been, and will continue to be, monitored to ensure no impact to customer service delivery. All contact centre staff are set up to work at home and telephony SLAs remain on target.

We will continue to keep you updated as appropriate.

  • Previous updates
Supply chain and business continuity update – 3rd April 2020

Both our Bristol and Bedwas sites remain physically closed in line with ongoing government directives, with the vast majority of our teams available and operational from home. We continue to have a small team of essential workers in the office to deal with critical business activity that cannot be undertaken remotely.

Like most other UK businesses we are supporting our people with adapting to working away from the office. This includes continuing to explore ways that we can further improve their remote access capability as we are not yet at optimal capacity.

We are currently in the process of testing and rolling out a remote telephony solution that will enable our customer facing teams to have full telephony capability whilst at home. In the meantime, we are continuing to offer a 24/7 telephony service within our Contact Centre and Legal Advice teams and all customers, where requested, are able to speak to someone and receive legal advice round the clock.

To ensure we are able to meet critical legal deadlines, our DAS Law colleagues are working flexible shift patterns between the hours of 7am and 11pm, seven days a week.

Our legal advice volumes are slightly up with an expected increase in Covid-19 enquiries. Claim volumes have increased this week but still remain lower than normal. Our current service remains well within our SLA targets.

Panel Solicitors

All lawyers are working from home with no impact on targets, staffing levels, or capacity reported.

The AA – Breakdown Provider

All contact centre staff are working from home and telephony service levels remain on target. AA patrols are still covering breakdowns across the UK, taking extra care to follow health advice and the latest guidelines at all times.

Breakdown services in mainland Europe should be available as normal though they may be affected by the local situation. Ferry companies are operating reduced services, to support essential travel, which may impact how quickly and easily vehicles can be recovered. For further details visit the AA website.

CET – Home Emergency Provider

All contact centre staff are working from home with telephony service levels on target. Nic Sharp from Contact Centre Management reports that the team are engaging well with home working and that the last few days continue to show very limited absence.

After a busy weekend of managing claims with little disruption, Paul Screen from CET Network Management reports that three small contractors have ceased trading, choosing to Furlough, but with no impact to the business due to the availability of alternative contractors. Five contractors reported cases of self-isolation within their businesses but cover is still being provided by those companies or from across CET’s wider network of over 2000 contractors.

Last week CET decided to carry on with planned training of new recruits using remote sessions which was a resounding success. CET will be utilising new training techniques in case the isolation extends for a number of months to come, ensuring that they can still train staff in the warmer months ready for next winter.

For further details visit the CET website.

Care first – Counselling Helpline Provider

Care first has increased its bank network capacity in order to effectively manage any increase in call volumes due to the coronavirus.

Medical Solutions – Health and Medical Helpline Provider

Medical Solutions has increased available capacity within both its Doctor and Customer Service teams to help manage additional demand on services.  Approximately 36 staff within its Customer Services team are working across different shifts to ensure that there is good coverage should any members of the team become affected by the coronavirus.

Medical Solutions has experienced an unprecedented sharp increase in demand for GP consultations and associated call volumes, which has led to extended wait times for GP appointments. While it has increased its capacity as much as possible to keep delays to a minimum, inevitably we anticipate that there will be longer waiting times.

The Customer Service team has been trained to identify symptoms of coronavirus and will direct patients to NHS 111 where appropriate.  Additionally, Medical Solutions has introduced a new IVR message on all phone lines to direct patients to the most appropriate course of action should they suspect they have contracted the virus.

Medical Solutions has also recorded a series of short videos for its website with its Chief Medical Officer, Dr. Chris Morris, where he answers some key questions about coronavirus and provides some useful information and advice.

Hertz – Hire Provider

All staff are set up and working from home with telephony service levels on target at 83% with an abandonment rate of 5%. The hire process is up and running as “normal”:

  • Delivery – All vehicles pre delivery (as well as normal clean) are wiped with 70% alcohol wipes/spray throughout before handover. Staff are maintaining safe distances.
  • Collections – If the customer indicates any illness or self-isolation the vehicle will be left 72 hours before collection (this is communicated to the customer) and then cleaned.

If the customer cannot collect their vehicle because the garage is closed Hertz is leaving hire vehicles with the customer if they still have a need to be out and about for any reason, i.e. essential workers, food shopping for themselves or others. Hertz are liaising with DAS Motor teams prior to making a decision on the continuation of hire

Partnership team

Our partnerships team remain fully active and continue to work with our business partners. Whilst telephony SLAs may be challenged, DAS will get back to every customer and will encourage new and existing claims to be submitted and managed via e-mail or our online Claims Portal.