Viewpoint: Industry's deep freeze challenge

The last few weeks have brought real challenges to the replacement vehicle sector. Bad weather is no respecter of vehicle classifications, with all types of transport involved in accidents and therefore requiring temporary replacements. Although the Met Office issued adverse weather warnings, it was still difficult to ensure that a supply chain of vehicles would be able to meet the inevitable demand that poor weather creates.

Probably the biggest challenge the industry faced was that some areas of the UK were completely cut off, therefore reducing vehicle availability. Even once a vehicle was sourced, it was then a question of delivering it to the customer in feasible time. Yet the accidents and breakdowns still happened and, for insurers, there was a real desire to be able to help their customers. Indeed, being able to overcome difficult circumstances is part and parcel of the customer service proposition for many insurers.

In such extreme circumstances, good understanding of what is truly possible is needed so that customer expectations can be properly managed.

The last few weeks have made clear that a streamlined and consistent approach by rental companies and insurance suppliers needs to be adopted to keep customers notified of their ability to replace vehicles in adverse weather conditions. In theory, current information and communications technology means that this should not be difficult.

We believe that we did our bit, obtaining information on vehicle availability and weather conditions and providing regular updates to our customers by e-mail and through website messages. Unfortunately, not all companies involved in the supply chain were as proactive.

I believe, however, that the industry has coped very well. It has been tremendously heartwarming to hear the stories of real heroics by rental company branches to deliver vehicles in very difficult circumstances. There is little doubt that adverse conditions can bring out the best in people.

Neil McCrossan, chief executive officer, Nexus Vehicle Rental