Repair versus replace in motor insurance

Green repair options are already being used today, but there is huge potential to increase this in future. In fact, it’s one of the sustainability levers within claims servicing with the highest potential. If we could increase the repair rates by just two percentage points, we could reduce annual Europe-wide CO2 emissions by around 30,000 tons. To put that amount in perspective, that’s equivalent to the annual energy consumption of about 5,100 households.*

This figure is more a conservative estimate than a target – it demonstrates the effect we could have in a reasonable amount of time if key industry players worked together to make it happen. It’s worth noting that the scale is linear. So, if we doubled that number, we would double the savings effect.

A similar study was done in 2009 already, but the market is more ready for the conversation now; climate action is high on the political agenda, supply chains for spare parts have been disrupted, and the cost of spare parts is on the rise. Our recent Allianz Motor Day was an opportunity to get the data out there and drive the discussion.

We surveyed 1,260 consumers in Germany to find out exactly that. Results show that 69% of respondents expect sustainability aspects to play a role in coverage and claims settlement, and 63% say repair versus replace is an important topic. People are realizing that we need to act.

In most cases, after a customer submits a claim, it’s over to our experts to work with partnering body shops to ensure a quality solution at a fair and reasonable cost, and it is here that we can exert most influence. That said, customer expectations still play a role in the background, and it is important that customers are aware that green repair options exist. 

Repairs return the vehicle to the pre-damage state and are not inferior to replacement. In some cases, especially when cutting out body parts is necessary, replacement is actually more invasive and can potentially lead to corrosion issues in the long run. So, in some cases, the repair choice can even be more sustainable. Can it look brand new? Definitely. Industry standards are adhered to, and to the end customer, the difference is invisible.

It is through our work with our partnering body shops that Allianz is exerting the most influence in driving a repair versus repair philosophy. Here we are working with the industry to create future standards for sustainability. These standards are crucial and will ultimately determine who we work with. A great example of body shop certification is the Green Hearts Standard introduced by LV= in the UK, which considers aspects such as carbon neutrality of the site, availability of electric vehicles as courtesy cars, and environmentally aware repairs, amongst other things.

There is a lot of willingness on the body shop side, and sustainability is a hot topic right now. Investment in training and the right tools is needed. One possible conflict of interest is the fact that body shops can still earn commission on new parts from manufacturers. But ultimately, it’s the responsibility of the body shop to go for the better cost choice for the end customer, and the incentive to go green is high to remain a partner of choice for insurers.

Repair procedures are already well established, and innovation is mostly in the form of improved tools and new materials such as quick-drying paints. Paint that dries at low temperatures significantly reduces emissions.

Here, recycling of components and reuse is key. In other words, salvaging parts and feeding them back into the value chain. If we dismantle more cars in future, we will have less landfill waste and more used parts flowing into the green repairs process. This is important given the current disruption to global supply chains and the resulting shortage of parts in the market.

Remote inspections, remote roadside assistance, green courtesy vehicles (such as electric vehicles or even bikes in cities), as well as the introduction of body shop standards which we already touched upon. In addition to these levers in claims, another key topic for us is driving a high market penetration of electric vehicles. To do this, customer-friendly solutions are required to make electric mobility accessible to the wider public. At Allianz, we are partnering with recognized brands to create a dedicated digital platform for electric vehicles. It will be a one-stop shop where customers can find everything they need on the topic.

Definitely. It’s something we need to look at across all areas of global property and casualty insurance. It’s also an ongoing discussion in politics right now – the right to repair versus replace.