Navigating a minor collision can be a stressful experience for drivers, but having the right guidance from a broker can make all the difference.

Minor collisions are a lot more common than many people realize, says Steve Sanderson, Founder and President of Accident Support Services International Ltd. (ASSI).

ASSI services thousands of consumers a year at their 44 Collision Reporting Centers (CRC), many of which are located inside police stations across Ontario and Alberta – with the newest center launched in Charlottetown, Prince Edward Island, this summer.

The need for ASSI to establish these centers emerged 30 years ago, Sanderson says, in response to police budget cuts on servicing minor collisions at the time, an increase in insurance fraud, and the growing involvement of organized crime in the auto insurance industry.

Over the decades, ASSI has witnessed everything from fake injury claims and inflated repair estimates, to the complexities of today’s organized crime rings manipulating the referral process and spiking auto theft – challenges which continue to burden the industry.

But, thanks to ASSI’s digitized reporting system to insurers and partnerships with law enforcement and industry bodies like Équité Association and the Insurance Bureau of Canada, ASSI’s ability to help the industry combat fraud and streamline claims has never been stronger.

PEACE OF MIND

“With the support of ASSI, brokers can play a crucial role in ensuring their clients receive the peace of mind they need throughout the claims process,” Sanderson explains.

A key part of a broker’s role is to provide clients with the confidence that their insurance will support them when it’s needed most. This is where ASSI comes in.

By serving as the first notice of loss for most Canadian insurers, ASSI simplifies and expedites the claims process.

When a client reports a minor collision at an ASSI center, the electronic reporting submission is sent live to their insurer with complete information to process the claim.

“Clients may receive an SMS from their insurer detailing the next steps, even before they leave the reporting center,” Sanderson says, emphasizing this immediate connection not only helps clients feel more secure about the claims process, but also reinforces the value of their insurance premium – a key factor in helping brokers retain clients.

Brokers benefit by having well-supported clients who understand the value of their coverage, making them more likely to remain loyal over time.

CUSTOMER-CENTRIC APPROACH

A smooth claims process often hinges on customer service. ASSI’s approach ensures that clients are well-informed about what to expect when reporting a collision.

At ASSI’s centers, clients are treated with empathy and provided with handouts from their insurer outlining the steps of the claims process.

“It’s our policy to service consumers within 20 minutes,” Sanderson says.

For many insureds, this clarity, support and efficient service helps reduce the anxiety that can accompany an accident, giving them a sense of direction during an otherwise stressful time, he adds.

ASSI’s investment in a comprehensive digital ecosystem means that detailed photographs and comprehensive information are provided to insurers, allowing them to make faster and more accurate claims decisions. This level of service and convenience extends beyond reporting centers, Sanderson adds, with new features enabling clients to start the reporting process from home and then complete it at a center.

START FROM HOME
One of ASSI’s latest innovations, the Start from Home service, further enhances the client experience. Start from Home allows drivers to begin the reporting process online before visiting a CRC. In many locations, brokers can assist their clients with getting started by instructing them to visit https://www.reportacollision.com/.

Through Start from Home, clients can upload initial details about the collision, including photographs of the scene, driver information and key incident details directly to ASSI’s secure online portal. When they arrive at the center with their reference number, the preliminary details and their statement are already loaded, making the final steps of the reporting quicker and more efficient.

“Clients are still required to come into the CRC to meet with ASSI’s counselors, to verify that the collision occurred and capture critical fraud detection details,” Sanderson says, adding that drivers will also get the necessary support with the more complex provincial requirements for completion. This includes photos of the vehicle taken on-site and uploaded into ASSI’s Collision Reporting and Occurrence Management System (CROMS), where they are accessible to insurance adjusters and police for thorough review.

“Start From Home not only saves time but also gives clients the flexibility to complete the most time-sensitive portions of the process from the comfort of their own homes.” Sanderson says. “This is part of our commitment to making the claims process smoother, ensuring clients have multiple options to report their minor collisions with ease, all while providing the necessary verification to support a seamless claims experience.”

SUPPORTING INSUREDS

ASSI’s work goes beyond streamlining reporting and claims. Their partnerships and data, provided through their CROMS, directly result in actionable solutions to improve road safety, ensure drivers are properly insured, and combat fraudulent claims.

“ASSI’s Customer Service Support Package further ensures the integrity of claims, preventing fraud and keeping costs down for policyholders,” Sanderson says.

For brokers, educating their clients about ASSI’s services means offering clients more than just a policy; it means providing a seamless experience during the most stressful moments. And when clients know their broker has their back, they’re more likely to remain loyal and appreciate the value of their insurance coverage.

WHAT TO TELL YOUR CLIENTS

Providing proactive advice to clients before an accident occurs can ensure a smoother claims process and strengthen broker-client relationships. Sanderson provides the following essential tips brokers should share with their clients:

Gather essential Information at the scene – Encourage clients to exchange personal details and witness information with the other party involved in the collision. Taking a picture of the other car’s license plate can be critical in case the other driver doesn’t follow up later.
Take photographs – Advise clients to take photos of the damage to both vehicles, the other driver’s insurance slip, and the scene of the accident. These images can be uploaded through ASSI’s online tools and will be provided to the insurer.
Know what to bring – Remind clients of what to bring to a collision reporting center, including their driver’s license, proof of insurance (pink slip), vehicle ownership, and any information gathered at the scene. It’s important that the driver involved in the collision attends in person, as the police may have questions about the incident.
Check wait times and locations – Clients can visit ASSI’s website to check the wait times and locations of collision reporting centers, making the process more convenient and efficient.
Start From Home – visit https://www.reportacollision.com/ where available.
Be prepared for next steps: Inform clients that their insurer will likely contact them quickly once the report is filed. Being prepared for this communication can help speed up the claims process and reduce delays.