AND-E streamlines processes to deliver significant improvements in Total Loss settlements

Supporting key brands including Toyota, Lexus and Kwik Fit, AND-E (Aioi Nissay Dowa Insurance Europe) is reshaping how Total Loss claims are handled to give customers faster resolution at a time when they are particularly vulnerable. Through a combination of predictive analytics, advanced vehicle valuation tools and a customer-focused operational review, the company has accelerated every step of the process – enabling settlement of Total Loss claims within one day.

A collaborative approach between the AND-E Claims Department and the Motor Engineering and Network Performance team reviewed every step of the Total Loss claims journey. Bottlenecks, such as waiting for responses from finance companies, vehicle collection and images of damage were identified to find practical ways to remove or reduce delays.

Coaching and training from the Motor Engineering team was also implemented to help the FNOL (First Notification of Loss) team develop the skills and confidence needed to deliver high standards consistently. And a new partnership with Control Expert was established to implement vehicle damage assessment software to empower the FNOL handlers to make a Total Loss offer to the customer within the first call.  With improved vehicle damage assessment tools, the FNOL agents were also enabled to agree Total Loss settlements in the first call.

“The improvements that have been achieved for Total Loss settlements underline our focus on the customer experience,” explained Greg Cole, UK Claims Director, AND-E.

“We were not afraid to thoroughly examine the processes used to assess Total Loss claims in order to find ways to deliver significant improvements. We were also determined to address some of the key issues that were identified by the FCA’s multi-firm review into insurers’ valuation of vehicles.”

As AND-E gears up for significant growth at its Newcastle Claims Centre of Excellence in 2026, these operational improvements position the business to scale effectively. Bringing motor fleet claims handling in-house will double the volume of claims managed by the end of the year, supported by a 30% boost in headcount and strengthened capabilities across the team. “Every stop of the process was reviewed and challenged with the customer outcome front of mind” added Greg Cole.

“Success came from collaboration across Claims, Engineering, FNOL and Payments.  What has been achieved not only improves the customer experience; it also reduces strain on resources which is critical as we scale up.”

Image provided by Canva

Alicia Ward