Invention of the «CDH2»
developed for theEuropean amicable accident statement
www.cdh2.fr/demo.html
2009-2010 Mathieu CHEVILLARD
For the insurers:
Increase the customer’s satisfaction whilereducing the cost of the losses
For the insured:Your insurer will help you more easily to claim for your rights and to
defend yourself more efficiently
ITS PURPOSIVENESS:
1 VISIONp.3
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250 000 European drivers already received the CDH2
SummarySummary
2 STAKE
3 APPROACH
4 FIELD
The lettering guide “CDH2”: a drawing ruler for the amicable accident statement
How to increase the customer’s satisfaction while reducing the cost of the lossesWhy using a lettering guide “CDH2” ?Eureka show award in Brussels 2004The “ innovation product” in the insurance sector
Using the amicable accident statement in a good wayAn attempt to define stressThe accident draft at the time of the collision (section 13)Building up in time a presence and an awareness with the drivers
Estimation of the interest of individuals for the Cardrawhelp “CDH2” (2241 individuals)“Consumption test”: estimation of the interest of the Cardrawhelp “CDH2”“Consumption test”: estimation of the interest of the Cardrawhelp “CDH2”Distributor
The lettering guide “CDH2”:a drawing ruler for the amicable accident statement The lettering guide “CDH2”:a drawing ruler for the amicable accident statement
The 2007 consumption test proves a real utility of the ruler : the CDH2 corresponds to a customers’need (www.cdh2.fr/consumption.pdf)4
Best - of - breed stakes for the IARD Insurers
Assuring more efficient and diversified tariffs : the re-duction of the final tariffs applied by the insurers di-rectly results from the cost control of the losses and contributes to the commercial competitiveness, as it is commonly assumed that the losses are the main component of the car insurance premium.
As a vital process for the “ casualty insurers “ the ma-nagement of the losses must pioneer today, respon-ding to two major stakes.
DOn the one hand, the one related to the cost control of the car insurance contracts sold : the performances of the losses management is a determining factor in the tariff competitiveness of the insurers.All the efforts made in the commercial and marketing fields will be useless if that basic postulate of the pro-fession is not respected.
On the other hand, the insurance companies must adapt, by innovating, to the control of the service ren-dered to the drivers. By the quality of the proposed benefit, or by action of fidelisation, the loss is a deci-sive moment in the relationship “insurer-insured and /or partner”. It is effectively at that precise moment that the insured may value his insurer’s efficiency. In fact, the poor management of a loss remains one of the main causes of cancellation by the customers. In this view, it becomes essential to innovate in order to reduce the cost an increase the efficiency of that process, in making the commited actors (employees, distribution network) more efficient, in increasing the insured and/or partners’ satisfaction.
The rapidity of a loss payment is vital. Hence, the inte-grated management with the “CDH2” has for purpose a time gain, an improvement in the efficiency of the
“car material loss” indemnification processes. The “CDH2” brings indirect profits, like helping people to fill the statement on the telephone available with certain insurers.Simplification of the procedures and shortening of the delays in the loss estimations: the insurer must make sure that the quality of the service is the main asset of his fidelisation policy of his customers. For that target, the use of the “CDH2” will help you:
• to accelerate the payment delay by the employees in charge thanks to a precise and synthetic information• To interpret more easily and precisely the drafts having a centre line • to handle more amicable accident statements whose draft (section 13) will be in correlation with the ticked boxes• to improve the drivers’ satisfaction by solving their problem more rapidly• to allow the driver to be efficiently defended by his insurer• To recall the important steps when filling the micable accident statement and the traps to avoid, when distributing the “CDH2” through the network
The companies have an interest to look for a quan-titative ROI (return on investment) and the qualita-tive ROI because both of them mutually reinforce themselves. The financial stake is obvious : a compa-ny that makes a 1% gain on the expense of the losses make a 15% profit on the money affected to the in-demnification; The productivity effort pays back. The qualitative stake is more likely, through the cus-tomers’ satisfaction , to reinforce the fidelisation and to facilitate the winover of other subscribers.(l’expansion/July-August 2005/ (n°699)
How to increase the customer’s satisfaction while reducing the cost of the losses?
5
Lettering guideMN XXth century composed of the two words lette-ring and guide. Technically, it’s a flat ruler partially grooved, allowing to trace in a regular manner the letters of the alphabet, the figures and a few usual symbols. The lettering guide CDH2 gathers all the functions that you need to draw the vehicles, their direction with precision, the drawing of the ways, the centre lines, the elements such as the signs, the traffic lights, the white lines and the impact point.
The CDH2 has been additionally specially conceived to allow you to draw the accident draft according to the space reserved on the amicable accident statement. It’s the indispensable tool for filling the amicable accident statement during a stress period. Made of half transparent flexible plastic in the A5 format under blister, this lettering guide is available in several languages.
Why are the symbols and draft organised in areas? The area organisation allows an even faster use of the CDH2, in the way that the symbols and the draft are grouped in increasing themes with figures and notes in correlation with the amicable accident sta-tement and in associated themes (vehicles and road signs).
The upper area is reserved for the company logo and the writing of the assistance number.
Once the CDH2 correctly placed, one has to draw the ground marking according to the boxes ticked section 12 (number present on the CDH2), to indi-cate the direction of the vehicles, the impact point and at last the road signs and all the other necessary elements to explain the accident.
Consequence: the user saves a precious time, he feels more self-confident, and can’t forget to tick the CIRCUMSTANCES section 12 boxes.
- 50% of the individuals have already been confronted to the filling of an amicable accident statement
Eventual difficulties encountered...…
55% of the individuals (having filled the accident statement) have met difficulties in filling the statement 34 % of the individuals had difficulties to sketch the draft
(which reprensents 60% of the difficulties)
- Recalling the question
Did you ever have to fill an amicable accident statement in the occurence of a car accident ?
(If yes) have you met any difficulties in filling the amicable accident statement ?
The CDH2 is a product that brings a technical solution to a given technical problem (to deal with the indemnification of a car loss more quickly.
The Cardrawhelp is “a drawing ruler” lettering guide specifically dedicated to the amicable accident statement, that allows the user to check the exactitude of his draft on the amicable accident statement.
Why using the CDH2?
The 2007 consumption test proves a real utility of the ruler : the CDH2 corresponds to a customers’need (www.cdh2.fr/consumption.pdf)6
Brussels-Eureka, general show open to the public, gathers more than 500 participants from 30 different nations and introducing up to 600 innovations, patented an new invention in all the fields. More concretely Brussels Eureka is made for the inventors, creative companies and best specialists in research.
CDH2 (golden award Brussels Eureka), 53 rd world show in innovation, research and new echnologies, from the 16th to 21st November 2004, Brussels Expo palace 1.
Award Brussels Eureka Show 2004
The 2007 consumption test proves a real utility of the ruler : the CDH2 corresponds to a customers’need (www.cdh2.fr/consumption.pdf) 7
It is so that the great inventions were born: by the unexpected contact of two products standing by mere chance side by side, on a laboratory table (Jean Echenoz). Innovation is a competitive weapon for the insurance and its management may bring many practical difficulties when it comes to imagine future scenarii between the different services : marketing, communication and indemnification.
The product innovation, resulting from both creating imagination and concrete achievement, is one of the main means to acquire a competitive advantage by answering the market needs and the consumers’ expec-tations.
The organising innovation shows the development or the adoption of a new work organisation , as it is here with the use of the CDH2 in the estimation process of the losses ; it is related to a new process in the way that it contributes to modify the mana-gement method of losses (material) and /or of dis-tribution (premium, gift when subscribing a car in-surance).
The innovation approach with the CDH2 consists in giving anyone the means of a better understanding of the amicable accident statement, and will po-tentially imply the ~ 20.000 account executives for losses in France, the agents and/or the insurance brokers who will therefore become themselves the actors of the change towards a faster estimation of the indemnifications.
The car insurance is a very competitive product that stands out by the relevance of the offer and its price. Today, thanks to Internet, the customer knows how to measure, in an objective way, all the advantages given by a car insurance contract relative to its price paid for it.
All the insurers have a priority for the innovation and the fast estimation of car material losses. Grou-pama Loire Bretagne proved it by ordering a global amount of 200000 CDH2 between 2007 and 2010. For Groupama, the target is to propose an adap-ted answer to each moment of its car driver custo-mers’life
Thereby, this pioneer region reinforces its positio-ning as a provider of services that make its custo-mers’ every day life easier.
Recalling the question According to you, this idea concept seems to you ... …
Notice : an explanation with a viewing of the drawing has been shown to the respondents
94% of the individuals find the concept idea interesting, even very interesting = very good reception of the ruler
The project innovation in the insurances field
8
Even minor, an accident is always traumatic. To avoid any additional troubles or bad surprises, a well filled amicable accident statement means that the payment of the car loss will be faster and more efficient.
This accident statement is identical in all European Countries and written in the language of each country. The CDH2 has been translated into various languages of the european union.
- 73 % of the individuals knew how to fill the accident statement when they needed to do so = learning assentiallydone through other people or by themselves
- 27 % discovered the accident statement on the premises
Recalling the question
Let’s talk about the first time you filled an amicable accident statement
Before the accident, did you know how to fill an amicable accident statement ?
THE TRAPS TO AVOID
Beware, the draft must not be in contradiction with the ticked cases (section 12 “circumstances”)
(Google results on an average total of 1180 pages for tracks to avoid in order to fill well an amicableaccident statement)
Following an accident, panic and rush can push you to commit certain mistakes, sometimes non reversible ones
AMICABLE ACCIDENT STATEMENT TRAINING
(Google results on an average total of 15600 pages for “amicable accident statement” training)
AMICABLE ACCIDENT STATEMENT SOFTWARE (USB KEY)
Trainer software European Amicable accident statement www.develter.com
HOW TO DRAW UP AN AMICABLE ACCIDENT STATEMENT
(Google results on an average total of 6060 pages for how to draw up an amicable accident statement
HOW TO MANAGE A FLEET INSURANCE
Using the amicable accident statement properly
The 2007 consumption test proves a real utility of the ruler : the CDH2 corresponds to a customers’need (www.cdh2.fr/consumption.pdf) 9
If you already had an accident, remember, were you stressed when filling the amicable accident statement ?
There is some stress every time that someone is solicited by the environment and has to adapt : the physical symptoms of the stress will affect in an important way your mental performance and your psychological balance.
Recalling the question- Filling the amicable accident statement implies the performance of a draft of the accident - Do you think that the drivers totally have the capacity to easily perform the drawing ?
53 % of the individualsthink that the drivers have got the full capacity, in order to
easily perform the drawing of the accident at the time of filling
the accident statement
43 % of the individualsthink that the drivers haven’t got
the full capacity, in order to easily perform the drawing of the
accident at the time of filling the accident statement
Manifestation of the stress (Internet source)Facing this type of aggression, the body will ac-tivate an counter-reaction in order to come back to the broken balance, hence a complete serie of psychological reactions : headaches and migraines ; irregular breathing ; palpitations ; nervosity and impatience, sweats; cold hands and feet ; tremors; vertigos...
The causes of the stress are diverse… The psychic pressure necessary to generate the stress is a psy-cho-physiological reaction in front of an emergen-cy. Three types of causes can bring this emergency reaction : 1. The rapid changes (positive or negative) 2. The threats or the dangers that we meet (objectively founded or not) 3. Our impression (justified or not) to have to react quickly to the situation
When we are in a situation of emergency, our body mobilises itself intensively in order to be capable to face it adequately. It is the adrenaline secretion that allows to make instantly available the resources of our body. In increases the acuity of our senses and of our perceptions, the rapidity of our reflexes and the strength of our muscles. (Internet source)
The clearest example of that emergency situation, it’s the situation in which you are about to have a road accident, due to a dangerous situation occur-ring all of a sudd. It’s not obvious to draw a draft, even less in the si-tuations of stress caused by the accident. (http://www.groupama.fr/file/gfr0paragraph/prev-constat.pdf)
An attempt to define the stress
The 2007 consumption test proves a real utility of the ruler : the CDH2 corresponds to a customers’need (www.cdh2.fr/consumption.pdf)10
Knowing how to perform a detailed, precise and neat draft is essential for a fast payment. A good draft brings the proof of the understanding of the accident circumstances by the losses account executives.
The CDH2 follows the new amicable accident statement evolution published in 2002 that gives a more important space for the drawing in comparison to the former amicable accident statement published in 1970.
It’s the most well-known part, probably also the most difficult, the space reserved to the draft that allows to synthesise the mechanism of the acci-dent.
INTERNET INFORMATION SECTION 13
On the draft, indicate among other things the street names, the vehicles direction the ways drawing, the centre lines, elements such as the signs, the traffic lights, the white lines...In the section 10, clearly indicate the initial impact point and not the damaged parts.(http://www.assurancemutuelle.com/sections/...)
Any accident, even a light one, generates stress. Right now, take the time to quickly look closely at an amicable accident statement formula, at home for instance. Ask your insurance company if some headings remain obscure (http://www.maif.fr/...).
Indicate anything that could help: materialise the priorities, the signs, the traffic lights, the obstacles or the other vehicles, in a standing position or in mo-vement, even if they haven’t been directly implied. Tick the eventual witnesses with a cross. The cars position according to the centre line of the road is mostly important. Point out this line with a dotted line, and try to indicate the distances going from the side of each vehicle to the pavement and the centre line.(http://www.zerotracas.com/prevention_routiere/le_constat_amiable_183.html)
Indicate the street names, the traffic direction of the vehicles and their position at the time of the impact, the signs, etc. Mention the collision point on the causeway with a cross in order to avoid any dispute (http://www.maif.fr/...).
ACCIDENT DRAFT SECTION 13
The point is to show the vehicles position at the very moment of the impact, their traffic direction, the signs on the ground and in a vertical way (traffic lights, road signs…), the street names.It’s not obvious to draw a draft, even less in the stress situation caused by the accident.(http://www.groupama.fr/file/gfr0paragraph/prev-constat.pdf)
More generally, you must report on it everything that could have an influence on the occurrence of the accident, including the eventual obstacles or the parked vehicles or the running ones, even if they haven’t being implied.
Centre line : the location of the vehicles according to the centre line of the causeway is fundamental for the determination of the responsibilities in the frontal accident. Therefore, you must draw the centre line on the draft with a dotted line. If there is a stack of parked vehicles, the centre line is then located in the middle of the available remaining part of the causeway.
In the event of a frontal accident, you must not only be satisfied with a good draft. If your opposing par-ty overtook the centre line, he must tick the box 15 of the accident statement “toed the line on the part of the causeway kept for the counter-flow traffic”. If he doesn’t do it, mention in your “observations” section that you were running on the right side of the causeway.(http://www.automobileclub.org/site/juridique/assuran-ce_accident/index_constat_amiable.php)
The accident draft at the time of the impact (section 13)
The 2007 consumption test proves a real utility of the ruler : the CDH2 corresponds to a customers’need (www.cdh2.fr/consumption.pdf) 11
Does the attractivity of a car insurance uniquely rely on its tariff competitivity ? If previously a simple tariff was enough for signing a car insurance contract, today’s drivers can compare the prices on line, from home, with a price comparator and they analyse the associated services (assistance, etc…).
Today in 2010, they need a short message on a useful and durable medium like the CDH2 on which will be affixed the hotline number and eventually the number of the service “helping filling the amicable accident statement on the telephone”.
From now on, one must rely on ONE advertising item, reliable and anchored in the daily life of the drivers, pre-sent in their glove-box, rapidly accessible : a CDH2, easy to use and that helps him with the draft and the boxes of the amicable accident statement.
The ROI (return on investment) of the CDH2 can be calculated on several years, effectively, according to a tes-ting on Internet, answering the question : for how long have you been with the same insurer for your car ?, one can clearly see that the contact goes on for quite a lot of years, 60% of the respondents to the testing are with the same insurer for more than 10 years. ( http://www.journaldunet.com/argent/questionnaire/fiche/4345/1/d/f/)
To conclude, the CDH2 will allow you to enrich your insurance benefit with a valuable mix of customers services : on the subscription (premium for the customer, business gift for the distribution network), on the accident day (help for the draft, accessibility of the hotline number) and last a clearer and faster reading of the amicable accident statement by the loss account executive when he will have to announce his insured and/or partner the responsibility sharing between A and B.
The insurance companies have therefore to evaluate, innovate, in order to be in a position of competitivity. The implication and the participation of the employees, agencies and/or brokers in the process is a key actor of success. The insurers know that the car insurance is the access way to their clients.
The British insurers have a funny formula :“the insurer enters in his client’s home through the garage door”.
Reinforcing in the time one’s presence and one’s awareness for the drivers
The 2007 consumption test proves a real utility of the ruler : the CDH2 corresponds to a customers’need (www.cdh2.fr/consumption.pdf)12
Regarding the diffusion of this ruler, Mathieu Chevillard promoted the performance of a study among indi-viduals, in order to appreciate the interest and the use intentions of the Cardrawhelp.
Interest for the ruler concept94% of the individuals find the concept idea interesting, even very interesting (for half of them)
- = very good reception of the principle of the Cardrawhelp ruler
Estimation upon of a list of items
76% improves the quality of drawings
-75% allows a very clear vizualation of the accident
-74 % is easy to understand
73% makes the filling of the amicable accident statement easier
-73% is useful
-71% is easy to use
= positive estimation of the ruler
Global estimation Average note:: 6.3 / 10
Use intentions 91% of the individuals could consider using the ruler= = very high use intentions
Related price Strong difficulties to estimate the price of the Cardrawhelp ruler
/ Age
[48]
[52]
[12]
[17]
[18]
[18]
[14]
[21]
[50]
[15]
[35]
/ Job
[ ] Répartition Population Française, Insee 2006
[1]
[3]
[8]
[12]
[16]
[14]
[35]
Estimation of the interest of individuals for the Cardrawhelp ruler
The 2007 consumption test proves a real utility of the ruler : the CDH2 corresponds to a customers’need (www.cdh2.fr/consumption.pdf) 13
Imagine that this ruler is offered to you by your insurer. For each of these statements, you’re going to indi-cate in which measure you agree or not:
The individuals point out before all the improvement of the drawing quality and the very clear visualization.
- Recalling the question - Here is a list of statements about the Cardrawhelp ruler- You will indicate for each of them how much you agree or not.
% rather agree/completly agree% don’t agree
(76)
(75)
(74)
(73)
(73)
(71)
No opinion
(4)
(4)
(3)
(4)
(4)
(6)
- Positive estimation of the ruler- The individuals point out before all the improvement of the drawing quality and the very clear visualization of the accident - Notice : around 20% of the individuals show no interest for the ruler : namely the youngest (under 25), less aware of the filling of the amicable accident statement , men and individuals who never filled an accident statement
“Conception test : estimation of the interest of the individuals for the “Cardrawhelp CDH2”
The 2007 consumption test proves a real utility of the ruler : the CDH2 corresponds to a customers’need (www.cdh2.fr/consumption.pdf)14
32
% rather +completely agree% don’t agree
(74)
(73)
(70)
(4)
(4)
(5)
No opinion
Recalling the question- Imagine that this ruler is offered by your insurance broker (or company)- For each of these statements, you’re going to indicate in what extent you agree or not
In the opportuity of a gift made by insurance brokers, given image very positive...74% cares about his customers73% informs his customers better and better70% is close to his customers- Notice : approximatly 20-25% of the individuals don’t show any interest for the ruler : thes are the youngest (under 25) less aware of the filling of the amicable accident statement, men and individuals having never filled an accident statement .
Pragmatism and delay insurer : here is a principle of continuous improvement for the insurers, based on the customer’s listening.
Recalling the questionImagine that this ruler in offered to you by your insurer.For each of these statements, you’re going to indicate in which measure you agree or not:
“Consumption test : estimation of the interest of the individuals for the “Cardrawhelp CDH2”
The 2007 consumption test proves a real utility of the ruler : the CDH2 corresponds to a customers’need (www.cdh2.fr/consumption.pdf) 15
Here
your logo,
slogan,
the name of your
company,
address
and coordinate
Distributor
- 2007 consumption test : www.cdh2.fr/consumption.pdf
In times of recession, don’t turn your back on investments…Innovate, adjust a difference to customers’ satisfaction and costs reduction.
INVENTOR FRANCE 17 avenue d’Argenteuil 92600 Asnières sur seine
FRANCE http://www.cdh2.fr
Phone : 00 33 (0)1.83.55.35.04Fax : 00 33 (0)1.48.66.64.66
Cell phone : 00 33 (0)6.20.54.08.89
E-mail : [email protected]
© Inventor : Mathieu CHEVILLARD [email protected]
