Tailored accident support
Working alongside Direct Line Group and Motability Operations, FMG Repair Services provide tailored accident and response support for people with disabilities.
Direct Line Group entered into a partnership with Motability Operations Ltd in September 2023.
Motability Operations supports people with disabilities to achieve greater independence, by providing access to lease cars, wheelchair accessible vehicles and powered wheelchairs.
The scheme promises worry-free motoring for its customers and a key component of that package is a fast and efficient vehicle repair solution.
During a competitive tender, FMG Repair Services took time to thoroughly understand the exacting needs of Motability customers, and now complete over 20,000 repairs per year through a unique solution with every stage configured to the specific features and functionality of Motability vehicles and vulnerable customers.
Repairs are managed by 30 specially selected FMGRS sites, where all colleagues have successfully completed Disability Awareness Training and vulnerable customer training to provide the best customer service to Motability customers, and we’ve adapted repair processes and communications tools accordingly.
For the more bespoke aspects of repair, such as the hydraulic lift within a wheelchair access vehicle, these sites have established relationships with expert converter and adaptation installers across the UK & Ireland. They also provide specialist recovery for adapted vehicles and an increased supply of automatic transmission Class B courtesy vehicles as standard for Motability customers.
Motability customers rely on their vehicle are a key means of independence and FMGRS colleagues create clear lines of communication through a set of predetermined touch points to keep them engaged and informed throughout the repair. All repair updates and progression are shared via data transfers between FMG Repair Services and DLG, as well as directly with the customer.
Administrative processes are also adapted in many ways; to accommodate multiple drivers which is often required for customers in care settings, to support financially vulnerable customers, and streamline the courtesy car damage repair process, a high volume area for this customer.
To ensure customer satisfaction and to support continuous improvement DLG independently surveys Motability customers upon completion of every repair. This has returned strong NPS results, underpinning the integrity of the relationship.
Through this unique solution, FMGRS provides Motability Operations with the vehicle repair solution that best fits with their specific needs.
