ILC ARTICLE

New Generation in Claims Interview: Toby Haggitt, Implementation Manager, Solera|Audatex


Tell us about your role, and what aspect of it has surprised you most?

I’ve been an Implementation Manager with Solera|Audatex since September 2021, following on from four years working on the second line Service Desk. As an Implementation Manager I predominantly work with the insurer and networks side of the business, either managing existing workflows or onboarding customers with new products.

I’m constantly surprised by the sheer complexity of some of the workflows we maintain and how many different skillsets are needed within our industry.

What has been your proudest professional achievement, and why?

A passion of mine is designing and building out solutions to streamline processes, giving users more time to spend on the important parts of their job and reduce time spent on needless admin.

Recently I was tasked with rebuilding the tooling and processes for the Audatex Implementation teams across 90-plus countries. Drawing on my experience supporting both our customers and their own workflows, I was able to address several huge pain points to both streamline and automate much of our internal workflows, and build out a one-stop-shop for everything internally Audatex.

Taking down those barriers gives myself and my colleagues more time to spend on understanding our customers needs better, and more time to produce the best possible solution.

How do you see your role changing in the coming five to 10 years?

With the motor industry’s shift to ‘smarter’ vehicles, and every new vehicle on the road now fitted with varying levels of ADAS, we’re very much at crossroads. Motor claims volume is likely to decrease, but the cost and complexity of each repair will increase, creating a radical change in the claims calculus.

Audatex are aiming to be at the forefront of this change, providing our partners with cutting-edge technologies like Intelligent Damage Detection, and so my role is likely to move towards supporting more agile workflows leveraging these new technologies. It’s a really exciting time to be in the industry.

What do you see as the industry’s greatest strength, and its greatest weakness?

By far the greatest strength of the industry is its people. As I mentioned before, I’m constantly surprised by the sheer breadth and depth of knowledge needed to keep the wheels turning, and am proud to be one cog in that giant machine.

Conversely, the greatest weakness is the occasional reluctance to embrace change and new technologies on the basis of ‘We’ve always done things this way.’ New technologies are out there and exist to improve lives and customer satisfaction on both sides of the repairer/insurer equation.

What does job satisfaction look like to you?

I thrive on finding the best solution for a given problem, and seeing the positive impact that has on processes, KPIs, or people’s lives. If I can close the lid on my laptop on a Friday, and know that I’ve made steps towards that through the week then I’m happy.

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