Driving Innovation in Motor Insurance at Renasa 

Motor insurance is a complex arena within the insurance industry, often underestimated for its intricacies.  

I had the opportunity to sit down with Francis Nyaungwa, the Head of Motor and Non-Motor Claims at Renasa, to discuss the significant changes and innovations happening in the motor insurance space, particularly after the merger with TIH. 

One of the most notable transformations highlighted by Francis is the revamping of the claims assessment process. Renasa has introduced a more client-friendly approach, eliminating the need for physical assessments in many cases. Clients can now simply send photos of the damaged vehicle, and for non-drivable vehicles, Renasa dispatches assessors to inspect the vehicle on-site. This streamlined process not only enhances the overall service delivery but also positions Renasa as a more broker-friendly entity, strengthening their relationships with brokers. 

Another pivotal change involves the incorporation of TIH’s MBR (Motor Body Repair) panel into Renasa’s motor repair process. The vetting process implemented by TIH ensures a higher quality of service providers, elevating the standard of panel beating services. This strategic collaboration has proven to be a game-changer, positively impacting Renasa’s motor repair procedures. 

The positive impact of these changes is reflected in reduced turnaround times and enhanced client experiences. Francis mentions that client feedback has been overwhelmingly positive, emphasising the convenience of the new assessment process. The elimination of the need for clients to physically visit panel beaters has streamlined the entire claims process, making it more efficient and client-centric. 

However, as with any significant change, integrating processes and aligning the two companies—Renasa and TIH—was not without its challenges. Francis acknowledges the initial resistance from some in the market, who were accustomed to their established ways of doing things. Through effective communication, education, and demonstrating the benefits of the changes, Renasa successfully navigated the challenges, reaching a point where most brokers have embraced the new processes. 

Looking ahead to 2024, Francis envisions further innovations for Renasa in the motor insurance space. The company aims to consolidate its position by ensuring that most motor repairs go through the TIH panel. By offering discounts and lifetime guarantees on repairs through this panel, Renasa seeks to not only control repair quality but also provide financial benefits to both brokers and clients. 

One particularly innovative aspect is Renasa’s commitment to resolving any issues with repairs promptly. The company guarantees the workmanship and, in case of problems, provides a vehicle on hire at its own expense. This commitment underscores Renasa’s confidence in the quality of service provided by their MBR panel, offering clients an added layer of assurance. 

Moreover, Renasa has expanded its engagement with TIH to include motor glass services. Partnering with Glassfit, a TIH service provider, Renasa has experienced improved service delivery and reduced costs in the motor glass claims sector. 

Renasa is gearing up for a promising 2024, leveraging the synergies from the TIH merger. The focus on innovation, efficiency, and customer satisfaction positions them as a leading player in the motor insurance landscape, poised for continued success in the years to come.