OREANDA-NEWS. February 22, 2011. Insured accidents often require insurers to seek unconventional solutions. IC ROSNO, following its customer focus strategy, pursues an individual approach to processing the insured accidents occurring to its clients. In January 2011, the company settled a MOD insured accident just in the matter of hours, reported the press-centre of ROSNO.

The client contacted ROSNO’s call centre on Saturday evening. Having approached his parked vehicle, he discovered that his new BMW Х3 was "lying" on the ground with no wheels, already partially stuck in the mud. The preceding night, criminals stole all four wheels, seizing even the wheel-fastening bolts. The vehicle body’s collapse onto the ground breached its coating and resulted in pinchers, broken locks and disabled alarm system.

The employees of ROSNO’s call centre sent an average commissioner and an evacuator to the accident scene and called the police. A scrupulous examination of the vehicle’s structure made it clear that in case if the vehicle was loaded onto the evacuator, substantial damage could be done to the vehicle’s suspension and body elements extending far beyond the dimensions of the bearing surfaces whereto transport belts were fastened. Thus, the vehicle could neither be transported on the evacuator, nor left at the scene, as the malfunctioning alarm and broken locks could provoke another theft and, thus, inflict further damage to the vehicle.

In such a situation, the company decided to start settlement of this insured accident and perform vehicle repairs directly at the scene. ROSNO’s duty expert issued an order for installation of new wheels at AVILON, official BMW dealer. At the same time, the insurer’s call centre operator sent a maintenance truck to AVILON to pick up the ordered wheels and deliver those to the client. It took just 20 minutes to install the wheels. Once the wheels were in order, the client was able to drive to the repair station, which mended all of the remaining damage to the vehicle in three days.

No more than four hours passed from the client’s first contact with the call centre till the vehicle was delivered to the dealer, including the time spent on documentation of the accident by the police — which generally takes 3 days to complete.