Sophie (00:01.465)
Good morning everybody, good afternoon, good afternoon. Welcome, I'm Sophie, broker development manager at Flock, excited to be here with you all today. We'll allow 30 seconds for some more people to join in and then we'll get cracking. So we should have a nice little 30 second countdown. Feel free to do the countdown music in your head. David, Ben, how are we today?

David (00:26.816)
Yeah, okay, thank you.

Ben (00:27.127)
Very well, thank you so much.

Sophie (00:28.357)
Good, good, good. Good commutes in. Quick commute, short commutes.

David (00:32.622)
Yeah, very straightforward actually, yeah. Yeah, no delays which would be a waste of time.

Ben (00:32.665)
I David's probably a bit of I come from, I live in like, North West London, so I get the training originally from Manchester, so not as far as you've come David, eh?

Sophie (00:36.891)
10 seconds.

David (00:45.276)
Yeah but it was pretty straightforward from Cheshire so it was all good.

Sophie (00:49.007)
Perfect.

So we should have most people on now. I'm sure we'll have a few join as we go along. So the reason we've organised this webinar today really is to highlight the fact that during just two months of the year, November and December, the frequency of claims is disproportionately higher than the rest of the year, 20 % higher in fact. Our visual graph here gives you a great overview of trends throughout the year. It's a huge opportunity for us to discuss and explore ways.

to really help reduce these risks for this big period, managing fleets and ultimately mitigating the negative impact this will have on this current period. So to kick things off, already introduced myself, Sophie BDM from Flock. However, we also have our two panellists, Ben and David, here to share their insights. So let's start with yourself, Ben. I'll let you introduce yourself and perhaps tell us a bit about what you do.

Ben (01:48.185)
Thanks Sophie. For those who don't already know me, my name is Ben Allen. I'm the Senior Customer Success Manager here at Flock. Today is actually my three year anniversary here Flock, so reason to celebrate and it's a pleasure to be here today.

At my journey has been interesting. I started off in the support team and then moved into doing renewals for quite a while where I started to realise from watching a lot of customers do very well or maybe not so well in some ways, getting larger premiums and things like that. That took me on my journey of where I am today and what I do at Flock, which is supporting customers throughout the year and all of our broker partners through their claims journey, through their entire...

understanding of what Motorfleet Insurance is with Flock. Our proposition is very different. So I work very closely with the customers and the brokers, not only to protect our loss ratios, but also to protect theirs and help them manage the costs of their business, especially through insurance, all the way up to renewal, so that hopefully we have lot of successful renewals through the brilliant relationships we build with customers like David.

Sophie (02:56.533)
leads us on nicely into David could you perhaps introduce a bit about yourself and the company you founded Qiro as well, it'd great to hear about.

David (03:03.918)
Yeah, as we've already covered, my name's David. I am the...

David (03:13.462)
Staffordshire but my background is actually retail leadership so I spent more than a decade

David (03:26.575)
and so my background was not fleet management at all, not logistics. you know I knew all about managing teams, managing people, managing locations but I came into this with very very little experience in dealing with fleet insurance, accident management, accident reporting, things like that which will tie in

Sophie (03:56.667)
Could you also share maybe a little bit about how you work with Ben and Flock to manage your fleet?

David (04:02.318)
Sure. So in terms of our journey since we launched, our first insurance year was not with Flock at all, but we have been with Flock for the three years that followed. And our experience for that, those sort of first two policy years was very, similar. It was quite sort of hands off. We took the policy, we paid it, we reported claims, and that was...

the gist of the experience. And then in years two and three, Flock completely changed their approach, completely changed their relationship with Boss as a business. So that's when I really got to work quite closely with Ben. And I was able to fill in quite a lot of gaps.

and understanding that I previously had no appreciation of and I got to understand why things like Time for Report were so important because nobody explains that to you. There is no handbook that says hey this is how to run a great fleet policy. So the last two years have been invaluable in terms of the

The value we've got back from Flock has been massive and it's allowed us to an exponential improvement in our team's performance both on road and also with the way that we

Sophie (05:47.579)
Great, thank you for that, both. We will have a Q &A session at the end of the initial discussion. However, if a topic does prompt you, the guests that are attending, please do send it in in the live chat and we'll get around to you at the end. So let's kick off first, I think, with a question for you, David. When you're heading into these peak periods, what would you say are your biggest challenges you face managing your fleet?

David (06:13.198)
At this time of year there's two key elements that come together to form one enormous challenge. So the first one is scale. As we get towards end of the year, we get towards Christmas. I think a lot of industries see some level of uptick in what's required of them in terms of operational or overall performance. But then also at the same time we come into winter.

Ben (06:40.269)
Thank you.

David (06:42.84)
So what that effectively means as a fleet manager or as logistics business, you have new drivers coming in.

and experience whatsoever.

then you've got new vehicles. You have to ramp up your capacity. So that may mean that you're inflicting new lease vehicles or even rental vehicles. And then you've also, at the same time, you've got experienced drivers who are seeing an increased demand upon them, whether that's additional working days, whether that's additional parcels or shipments that they carry. And then you combine that.

the fact that it's getting colder, it's getting darker. Other businesses are changing the way that they're working. We have to adjust the daylight savings and what that comes together to form is a significant step change in the way that you run your business for a very very short period and that increase in output may only be over the course of four weeks.

where you may have to double your output capacity. And then it's only sustained for maybe 12 weeks, and it's gone. So those big challenges come from scale, and they come from external factors like the weather. And it's our job to really keep control of that and make that journey a successful one.

Sophie (08:19.6)
Ben, why do you think it's so important for fleet managers and insurance companies to address these issues?

Ben (08:30.059)
Every year we have the same problem and where this November and December time comes, like David you just alluded to, darker nights, bigger scale, this intends to be make or break for most if not all of the fleets that we ensure here at Flock. Where nine months of the year things can be controlled and it's really important that as scale ramps and as there were other changes these issues are addressed on a daily basis to ensure that two months of the year

doesn't destroy nine or 10 months of very good work throughout the year because you tend to, as something grows, you don't want to experience those growing pains and therefore see the problems that come outside of that. In two ways, these problems can surface, both within insurance in terms of claims of premium, but outside of that. And that's how we talk about addressing these issues in particular. So within insurance, like you said, David,

more drivers, rental vehicles, potentially less control in these months means that coupled with the factors such as weather, there is a higher likelihood of more claims within this time. We see typically the average frequency for a courier business is around 40%. We've seen from the visual we showed, this will increase.

the board around 20 % but the average customer can see an increase in claims frequency and their risk within this time. If you have more claims in this time then naturally your premium is at risk of increasing at the end of the year in line with the number of claims you have. So mitigating these losses now will help you to control your loss ratio, have less claims

reduce your claims costs and the rest of the year up to renewal should be easier as those drivers can go back, those vehicles can go back and the weather begins to adjust slightly and the days then get longer and the begins to get brighter. So it's pretty obvious within insurance why ramping can lead to more claims given the additional vehicles etc. Outside of insurance it's about how you control those costs as like you are David

Ben (10:42.423)
business owner. We've discussed this before, know, correct me if I'm wrong, your time is very valuable my friend. And as a result, the more you have to do around claims and damages, dealing with drivers, that's an operational cost to people's business. I know David, you for example, you've got many other projects, you like to get involved in tech and things like that. And focusing on that sort of stuff and managing the fleet in that way.

is far more potent and valuable for you than constantly chasing damages, drivers, repairing vehicles, and that will take up more of your time which can be better spent and resourced elsewhere.

On that point, it's really important to control that damage spend. That will help you manage your profitability as a business. The more the drivers bash the vans, the more the drivers have incidents that require you to deal with the third party, then again, you're spending more money financially repairing those vehicles and with your time.

And by addressing these issues, the bottom line is not affected as much by constantly having to maintain vans, deal with additional staff. And through those things, you'll be able to become not just profitable in terms of your insurance policy and not having those risks, also outside of insurance. I think the main factor, especially for someone like you, David, is if it goes wrong now,

in the time of make or break. You've then got a buffer of six months where you may have sleepless nights and the worry of having claims because you know you can't have that many more. So the better you do now, the easier it is for the rest of the year and you'll be able to have a lovely night's sleep and enjoy the winter and Christmas.

Sophie (12:29.293)
Absolutely and I think it's a great topic to address that it's quite common to think that these scenarios of course they're to increase your premiums but it's the nuances around that as well like you said the outside challenges the operational challenges that people like David might face so it's great topic to pick up on there. For you David I guess what advice would you give to other fleets for this period and what

processes, techniques, have you found useful to overcome these particular challenges?

David (13:04.077)
So the biggest difference that we found was simply making it part of the conversation.

Ben (13:15.905)
One minute to five.

David (13:16.515)
when we first started on this journey we were talking about it when an incident happened. This has happened to this vehicle, that's happened to that vehicle. But the thing that made the most significant difference to us was making it part of the daily conversation and there has to be a tie-in to what you're discussing with team anyway. If it's visible that

Ben (13:24.249)
This happens this day. What's happened to the other?

Ben (13:29.913)
Thank you.

David (13:45.812)
safe driving element to see board team. If you don't give the team the opportunity to forget that the way that they're behaving whilst they're on the road has a material impact not just on them but on the

David (14:06.19)
That was the way that we were able to net an improvement from the team overall. It's really just a case of keeping it present, not just in the drivers mind, you know, it's also the leadership. So if I'm talking about it to my leadership team, then I'm saying to them, right, I need you guys to be talking about it to the on-road team. Then it's all the way through the business. It becomes intrinsic to the way you do your operations.

and you don't then have the opportunity for people to forget. And the other thing is that once it becomes a part of your culture, then people who are not prepared to be a part of that culture alienate themselves. Because then you've got everybody else going, that person's not driving the way they should be. And so they get called out. We can then action that and give them the feedback or take appropriate steps as we need to.

David (15:07.182)
How we go about, I suppose what kind of techniques we use, well, we use a lot of data. So it's all well and good saying, hey guys, drive safely, please. But being able to back that up is really, important. Because otherwise what you're doing is you're delivering a single message to the whole team and it loses its impact. It becomes almost like a mantra that you say.

If you have data, what you can do is you can give feedback to specific individuals. You can maybe identify trends that are likely to cause an incident and deal with them before they do. That's one of the advantages of the Flock portal, the Flock's portal, is that we can look at vehicles and we can see actually this vehicle is scoring lower than the rest. Well, why is that? Well, who's regularly in that vehicle?

can then drill down into that data and pull out specific journeys and go hey this one was a problem. Is it that people are routinely driving through an area maybe a little bit faster than they should be or is it that we need to do an education piece with a specific person. So that's been a massive tool for us to achieve the kinds of improvements that we wanted to.

We started off this journey.

David (16:38.658)
Well, there's no hiding it actually, Flock classes as high risk. And the reason we were high risk was because A, we didn't know any better and B, we had no visibility of that. And Flock have given us both of those things. They've given us the education piece, they've given us the visibility, right? So because we now know and because we can see, we can use that data to give that specific feedback to specific people.

And what's more is we can also use it to incentivise them. So things like looking at those driving scores and going, hey, if everybody maintains this score, then you're going to see a benefit for that. And it's not a loss leader because if, okay, fine, you spend a certain amount incentivising your team, but if they're not crashing your vehicles, overall it's a net win.

So those are the techniques that we really use to drive that forward and really reinforce good behaviours within the team.

Sophie (17:42.223)
And I think it's...

Ben (17:42.295)
I think I would just add in there David, like especially throughout our journey together, Flock's proposition is surrounded by our mission of making the world quantifiably safer. It's part of my role, it's how fleets can ensure that throughout their journey they would end up leaving safer than they did when they arrived. What we're trying to do is, we'd all love a world.

where we'd have no accidents at all. If we're being realistic, we're trying to prevent accidents through things like you touched on in terms of levering data and using that data to pinpoint targeted interventions into drivers to again help to mitigate any potential risks on the road, to help you gain control as a fleet operator or director. And through the insights that we provide as a business, that's for you to use as a tool.

to protect your wallet first of all and your insurance premiums as well so that you can take your wife out for lovely dinners and things like that. However, what's important is you touched upon cultural assessments and understanding like culture is a top-down thing that cascades from yourself through to your fleet managers and then onto your drivers and together I feel like once you

move away from the potentially old ways of just the bums on seats exercise and actually creating a team environment where you're all working for the success of Qiro to protect those things that I just mentioned. All of that bodes really well into our mission and how we can help you not just get safer, but protect.

your premiums and that's why Flock's proposition in the conversations we have in our workshops, even though they're only 30 minutes and we meet once a month, having that constant and regular interaction together eventually allows you to see those benefits, earn back a rebate which is part of your policy and then be able to share those incentives that you've described to your drivers through getting the benefits of having a policy with Flock as well.

David (19:45.242)
I think it's probably important to record that those efforts are demonstrably working for us. As I mentioned before, we first signed on with Flock, were based on Flock's own metrics, around the 50 mark. We are now tracking as a whole fleet at 93. Just to give you some idea of the level of improvement we've been able to

Ben (20:15.747)
Some people actually, sorry to say it, but some people tell me that's not possible, David, but when I meet people like yourself, I believe that may be an exception to the rule.

Sophie (20:25.644)
And I think as well touching back on the cultural part that you mentioned, I think it's almost imperative that you have that. You have that year round when you go through this peak season, that's cascaded down to the seasonal drivers you might employ within your fleet. And it's a normalised culture then. They walk in and they say, okay, this is how we do things around here. This is what the focus really is on.

And again, them being seasonal, they might not have the same want as employed drivers. However, if they see that being enforced and implemented, they're going to follow that. Absolutely. So think that's a really key.

David (21:03.97)
Yeah, I think that the education piece is really, important. So as a business owner, I know the impact of the clay.

Sophie (21:08.526)
Absolutely.

David (21:16.376)
But the fleet managers need to know that too. And to a degree, the on-road team need to know that. So that they understand that, I've scraped a parked car, I'll deal with it get back to the office, I'm too busy. Well, no. And they need to understand not just that they can't or shouldn't do that, but they also need to understand why. You these people are intelligent people. So once they understand the rationale behind it, they're more...

David (21:48.756)
happened and you know from from our point of view as a business it's a disaster if we don't get something reported immediately and it's almost it's almost got to the stage where it's a shock and it happens so infrequently now our drivers are not afraid

David (22:13.646)
because they are not immediately going to be hung out to dry for that and actually somebody that stops and immediately reports an incident will actually we thank them for that. That's the first thing we do because it allows us to keep it

Sophie (22:27.291)
And think understanding as well from a business perspective and drive is that one of the incentives that Flock offers is if you do report within 24 hours, there's an excess waiver there. if the driver knows that and they report that claim on the roadside, thumbs up from the transport manager, from the business, here's an incentive, something for you for doing exactly what we need you to do for the business overall.

So again that educational piece really drilled down to drivers is imperative ultimately. And on the topic of claims as you just mentioned, it'll be interesting I think from Ben's perspective and yourself's David to see get an idea of the most common types of accidents that you tend to see are occurring around this time of the year.

Ben (23:18.886)
I think when it comes to the winter season, last year we saw a big spike in claims and what tends to drive that is around the weather.

new drivers, things like that. However, these Common accident types, although common throughout the year, definitely surge around November and December. The main one we tend to see, which probably equivalent to 25 % of our all time claims costs, is something that many people probably hear will smile about and empathise with, and that's hitting road furniture. Whether that's reversing.

into things, hitting parked cars. Often these incidents can be avoided but it's darker and it's harder and with the pressure of the deliveries that may need to be done over Christmas you know we understand the nature of the beast but the number of manoeuvres the drivers have to do a day means that there's a much higher risk of them banging the van into something else whether that be third party property or like I said things like gates, lamp posts.

whatever that may be, that increases the likelihood of claims from third parties for their vehicle damage and the credit higher aspects that come from damaging people's cars from reversing into them. But also like I touched on before, the small damages, lights, panels, bumpers, things like that. And especially like we touched upon before around the rental vehicles, they're being given to you. So there's got to be a higher element of care given around these vehicles. So it's making sure that, you know,

that's looked at as a particular thing and we're going to talk about how we can prevent these accidents going forward. other one I talk about would be just hitting people in the rear. The stopping distance within the winter months is slightly reduced because of the changes in weather and potentially laxness and concentration, things like that, which ties into most of these things. But we do tend to see a lot more accidents of people standing into the back of people.

Sophie (25:01.179)
Thanks, Christian.

Ben (25:24.323)
within these two months.

Sophie (25:27.703)
And David, is there anything that you would add to sort of what we see as an insurer from you as a client perspective?

David (25:36.374)
Our experience of claims, particularly at this time of year, is they are almost exclusively low speed. So we have got people running vehicles off the road on the motorway. That's not what's happening. I was just manoeuvring and I clicked the wall. Or I was just trying to get into this space here and I've just scraped the front quarter of this BMW M5. Those are the types of claims that we see most frequently.

David (26:11.466)
off or high speed travel. Like Ben was saying, I think the key point here is the lapsing concentration. And the thing we've got to remember is that the people that driving these vehicles are not just going for a drive. They have a job to do. So these people may have 200 parcels or 200 shipments or stops that they need to make in that day. so...

Sophie (26:38.051)
actually at this period of the year where it's a lot, you know, it's a lot busier essentially.

David (26:41.226)
Exactly. So as we said, with scaling, maybe they've got more. And so not only are they trying to watch out for that BMW and watch out for that tree, but they're also trying to watch out for number 17. And they're also trying to watch out for an appropriate place to start the park. and then combine that with the fact that it's dark at 5pm.

they're actually doing something that's quite challenging. what we may say, that's a lapse in concentration. Well, actually, we have to remember that what they're doing is actually quite challenging.

So it's making sure that they are at first equipped to do that job to the best of their ability. But also not feeling pressured to the point that they have to rush. No, because rushing means we take that extra chance or we go for that gap that we wouldn't always go for. So those external pressures can increase the risk even more than a door.

Sophie (27:48.859)
Sure, sure. I'll take this opportunity at the moment before I pass on another question just to say to the participants and the guests, please do send your questions in. We've got a couple more questions to go through, then we're getting on to the Q &A part. So really would ask you to send anything in if you've got a burning question at the moment. I think going back to those accents that we...

Sophie (28:11.749)
you say are more prevalent in this period, have you got any tips, tricks, suggestions on how you are preventing that David from a customer perspective, Ben potentially from an insurer perspective?

David (28:24.59)
Do I go first or slide? Okay, fine. So I think in terms of managing that bath...

Sophie (28:24.955)
David, we'll go with you.

David (28:40.768)
that impact that these claims have on the business, it ties into what I was saying before. It has to be part of the discourse. When we first joined, and I'm going to keep making this comparison because it's actually really, really relevant. When we first joined, not only was our safety score really bad, so was our time for report. Our average was...

David (29:08.686)
Which is kind of a long time when you think about it, isn't it? Somebody's crashed a van into a vehicle and a full month later we let you know about it. It's crazy to think about it now in terms of where we are and the way we operate today to think that actually we would leave it for so long before those claims have come through. to me that feels like madness. Now it's a day. Like our claims are always in within that 24 hour period. But that...

David (29:37.426)
only comes from that cultural piece. So I understand it and because I understand it, my leadership team understand it and they prioritise that over maybe less operationally significant tasks. And once everybody shares that sense of urgency, then

it becomes ingrained in the way that the whole team works. And there's an incident, and so the driver's immediately on it, which means that the leadership team are immediately on it, which means that I find out immediately too. So that is how we've managed to get so much value from it. The results are self-evident from the time to report. And that's...

impact which I'm sure Ben is going to go on to now but the impact of those now on time reports means that not only is the actual claim itself being handled that much quicker but actually it means that it's done, we followed the process correctly and it's out of what hair I have left.

Sophie (30:56.888)
And Ben from Anything to Add, think as well it would be good to, well we've kind of wrapped it up, but helping to minimise the impact as and when these claims do occur. Any suggestions you can sort pose, I think David's given quite a good overview, but if you've got anything to add.

Ben (31:15.526)
Yeah, I think, you know, with regards to especially like the tactics you employ and others as well, that constant communication, whether that be through briefings, WhatsApps, one-on-ones with drivers, to get them on board with like your mission and what we're trying to achieve to keep an eye on safety, but also to try and mitigate those lapses in concentration. I'll always go back to, you know, we understand the nature of the beast. It is hard. So.

A phrase that always stuck with me throughout my whole life was, if in doubt, chicken out. If the gap isn't big enough, then don't take it. Better to not take the risk than to damage the van. We've given loads of tips out, whether you can find those on flockcover.com and some of the literature that we provide on there. But the training part at the beginning is really crucial. Everyone will tell you they can drive, but can they park?

new drivers are a risk. Your existing drivers you will know and you will trust. So pinning that down through ride alongs or even as I know some people do, they will actually get new recruits to come back to the depot, park between two cones and have a parking test just so that you're comfortable that these people can manoeuvre three and a half ton van. I I'm 28, I've hit a parked car, I've reversed into a wall. These things happen.

but giving you the peace of mind that the person you're employing is not going to have these lapses in concentration. And reiterating some of the obvious things, don't be distracted by your mobile phone. Sounds so obvious, but through maneuvers, this is where the issues may come. And also making sure that with regards to, you

things like stopping distances, really pinning down on defensive driving techniques, such as leaving enough gaps, maybe a two to four second delay in terms of that. So that because the stopping distance may be reduced due to weather conditions, the drivers leave that distance to make sure they're not hitting people, especially when they're coming up to lights and roundabouts. That's where we tend to see a lot of incidents. On the reporting piece.

Ben (33:23.065)
You know, this is massive when it comes to us being able to control claims costs. The quicker we receive the claim, the quicker we can intervene with that third party and offer services for repairs and alternative vehicles at our cost. If we don't receive the claims, like what you said, David, drivers either in fear or managers, maybe it may wait until tomorrow. We lose that window of opportunity. And should we receive late reported claims?

then what we tend to see is that there is a perceived risk at renewal that fleets who aren't diligent with reporting and have constant allegations against them, we would perceive that there would be more incidents that we may not know about that have happened.

when we look to price your risk of renewal. So reducing that risk and showing us your level of diligence through the hardest period of the year tells a great story on how you manage your business, how you get your drivers to be open and honest. And I think that's the main thing. It's encouraging drivers to work with you and not be afraid to report the incidents. If anything is better, as the business owner dated, that you know about the incidents in your fleet rather than, and I know you'll definitely-

your head with this one somebody just chucking you back the keys and then potentially leaving without telling you

David (34:44.61)
And actually, I wanted to add something to that actually. So in previous years before working with Flock, incident reporting was a lengthy process.

David (35:03.22)
until somebody could eventually answer it. wouldn't ask you all the relevant questions anyway, and so you get a follow-up email asking for the bits of information they didn't.

David (35:15.846)
this process would be drawn out beyond a reasonable span of time. And so when Flock introduced their online reporting, that was transformational as well because we could do in sub five minutes what took us an hour before. We can provide all the information, we can provide all the documents, we can get all of that locked straight away and then it's gone.

David (35:46.06)
that night and day compared to the previous process. And that's another thing that's made it easy for us to manage this claims reporting process is because unlike other insurers or claim handlers, Flock does not have a hostile approach to reporting. Whilst there are businesses out there where that hotline and that hour wait and then that person actually doesn't care whether you're on the phone or not.

David (36:16.01)
unhelpful. So the Flock's approach to that is just a massive improvement.

Sophie (36:21.125)
And we do have those, sorry Ben, go on.

Ben (36:21.169)
We've done a lot. I was going to say that we've done so much work, David, like when I first met you and we saw that time to report was at a bump and we did that educational piece coupled with some of the problems that we identified on why.

claims were reported late, such as inefficient process, drivers maybe not telling you all in fear of doing so, and a lack of understanding across the business generally in terms of why it's important. So through our sessions and the information that we've provided.

with our fast online reporting form. Like we said, your time is expensive. We've narrowed that down to five or 10 minutes now, like we said. You mentioned, Sophie, the access reductions on vehicle damage claims. If you report them and are claiming for your own damage, you'll get a reduction on that. We have loads of other information like a PDF on the most important details to get at the scene and that in a digital QR code version, which you can order free of charge. It's simply a sticker that's

into the vehicles and rather like the old ways David where a driver may ring you and say what do I need to do you then explain it and in that time the third party has driven off without providing their details a simple scan of the QR code seeing the information acquiring out the scene and then giving it to you to log

Ben (37:42.925)
means it can all happen within the first hour and that will give us and you the best chance of protecting your loss ratio, your claims costs and not jeopardising anything in the future because of poor diligence or a lack of really rigid processes.

Sophie (37:59.055)
I think it's a really key point to make that there are multiple reporting channels. You know, what might work for one driver may be better for another. Having that digital online takes away the time and effort needed. The QR codes in the cars as vans as well. But also having that usual telephone reporting, you know, the 24-7 claims are, we still have that.

but opening up the other channels allows drivers and customers, fleet managers, whoever, to utilise what works best for them to get that claim reported as soon as possible. Not only to trigger the excess waiver, but to mitigate the costs, timeframes, everything. It's great.

Ben (38:40.729)
Exactly, and I'll say of course we've changed the rebate structure now at Flock to incorporate the time to report claims. Out of the 10 % rebate available, which is your incentive to perform well, we want to give you money back at the end of the policy. So 3 % is based on, you know, to get that maximum reporting all your incidents within 24 hours. So there's also...

not just money on the line in terms of jeopardising claims costs but actually as an incentive and rebate for you David which will hopefully mean more holidays as well at the end of the year.

Sophie (39:17.748)
Great, thanks guys. I think the last question I really had was about David on how you've worked so hard on getting these planes reported quickly within your fleet. How have you created that culture internally? What processes have you put in place to really drill down on reducing that time on risk?

David (39:39.16)
So, when we, before we had these conversations, Ben and I, I had no appreciation for what happens in the time immediately after an incident. So, Flock's job at that point, or maybe Ben's specifically, to educate me.

So I could understand why time to report was important and why actually the third party doesn't want you to report that quickly and how it's better for them to do it that way. And actually for our...

cost of claim, cost of renewal, all of that is affected by Time to Report. It's sort of the linchpin that underlines the claims process. So once I understood that and

sat my leadership team down and they got a very similar explanation to the one that I did. So managing that time to report from a leadership point of view was very much a case of having a very honest conversation, not just about why it's important but why that can be the thing that decides whether the business lives or dies.

If we have a catastrophic year, either in terms of number of claims or the value of those claims or the fact that we just don't report them, any one of those things could have a significant, significantly...

David (41:29.678)
not just for me but for them too. People could end up not being able to keep their jobs because the cost of insurance has risen beyond the point that it's economically sensible to maintain. once that education piece was in place I didn't really need to do any more convincing with the leadership team. They were and remain to be absolutely honest.

David (41:59.766)
You know by the time an incident gets to me part of that first notification from the team is we've raised this with the insurance they reported. For the drivers, that doesn't affect them quite so directly and so for them it's a case of making sure that they know that an incident doesn't necessarily mean that they're going to be pulled

David (42:32.046)
and actually it's better for us, it's better for them to get that honesty piece in place and even if it's my own instance now, we'll get a driver that's funny enough to go, I've just driven under a tree, it's made an awful noise on the roof of the van, you know, and they know that the response isn't going to be, well you're fired because

We want that kind of feedback, we want that kind of information. And it's like I said before, once it becomes a culture piece, the people who aren't performing alienate themselves because everybody else is going, well, we're doing it and we can do it, so why can't you? And that, as you said before, the trickle down.

that attitude, that approach of understanding that educational piece, that's how we've managed to get it so low and keep it that way. And sometimes, as I'm sure Ben can attest, we are reporting things that are never going to be claims. And again, that is a self-preservation technique. If for some reason it did become, well fine, we've already reported it.

But the likelihood is it's never going to be that way. again, that comes into that safety culture. I know that's a bit cliche, but that's the truth of it. That's how we've managed to get those reports in so quickly and maintain it for such, well, we're in our sort

Sophie (44:12.667)
And you're doing great and the safety score is flowing up, I like to say 50 up to 93. It's worked very well for you and your company. Thank you very much for that insight. We are slightly going over time now. So we did have a Q &A session. However, we will...

David (44:22.574)
Yeah, absolutely.

Sophie (44:36.121)
move on to ending the webinar now. anybody, just to keep in time, what we'll do is the people that have reached out to us on the questions will reach out to you and put a bit of an answer to any questions posed in the follow-up that we're going to issue out to all attendees today. That follow-up will have a recorded

Recorded record of this webinar for you to go back in Review over and as well as contact details if there are any first questions that people want to ask So thank you David and Ben for great insights from yourselves today And thank you everybody that attended for your participation

anything that anybody would like to add before we wrap this up. Anybody from anybody.

David (45:22.382)
Thank very much.

Ben (45:28.601)
It's been an absolute pleasure. And now we're all going to go and have a blessed evening. Thank you.

David (45:28.918)
A pleasure working with so far. look forward to future. Thank you very much.

Sophie (45:33.295)
Thank you very much guys and thank you to our participants and we'll see you all again soon.

‍