Thomas WIlliams, head of motor operations at the AA, and Emma Fuller, partner and head of motor and casualty market strategy at DAC Beachcroft, talk about the joint submission for the Challenger of the Year category
1. Why did you put yourselves forward for the category?
The AA and DAC Beachcroft have joined forces to deliver exceptional outcomes – both in terms of cost control and customer experience – for customers, third parties and insurers.
We set out to change the historic narrative of prolonged disputes between insurers, credit hire organisations, solicitors and the wider supply chain – disputes that unnecessarily extend claim lifecycles and inflate costs.
Together, we developed a streamlined, end-to-end process that supports non-fault accident victims, helping them return to their pre-accident position quickly and without unnecessary hassle. While similar processes exist across the industry, our partnership has elevated the intervention model – delivering a market-leading solution with robust legal foundations.
2. What do you think makes your entry stand out and why should you win the award?
The results speak for themselves – and they’ve exceeded all expectations. We’re leading the market in this space. Our performance is independently benchmarked each year, and we’re outperforming with a capture rate 25% above the market average – a 20% improvement since launch of the project.
We’ve delivered a 77% reduction in credit hire spend, beating the market’s average third party cost benchmarks by 4%.
In the past 12 months alone, we’ve saved over £11m for the AA and its customers, with projected savings of £13m by year-end.
And our NPS score of 57.2 continues to reflect our commitment to the outstanding customer outcomes we deliver.
3. What would winning this award mean to you and your firm?
Winning this award would be an incredible recognition of the hard work, innovation and commitment our combined teams have invested in delivering exceptional value to customers and the wider insurance community.
It would validate our approach to putting customers at the heart of everything we do, while driving positive change in the industry.
For our organisations, it would serve as a powerful motivator, reinforcing that our efforts to raise standards are making a real impact.
Most importantly, it would inspire us to continue pushing boundaries and setting new benchmarks for excellence.
No comments yet