Automated Vehicle Replacement: Reducing the Stress of the Claims Experience

When a policyholder’s vehicle is written off or in for repairs, the claims process becomes a defining decisive moment. Yet, one critical element—replacement vehicle provision—has long suffered from outdated systems, slow response times, and poor customer satisfaction. As expectations evolve and Consumer Duty demands higher standards, insurers must rethink this crucial touchpoint. It’s time to make replacement mobility seamless, sustainable, and stress-free. In this episode of IB Talk, we speak with Leigh Broomhead, Strategic Account Director at Europcar, to explore how a traditionally overlooked part of the claims process is being revolutionised. With over 15 years’ experience in the insurance sector, Leigh shares how Europcar is leveraging automation, electric vehicle infrastructure, and real-time integration to enhance the customer journey—delivering true like-for-like vehicle replacement when it matters most. Key takeaways from this episode: • Why replacement vehicle provision has historically been a major source of claims friction • How customer expectations around convenience and vehicle type have evolved • The game-changing impact of Europcar’s integrated API solution for insurers • The role of real-time communication and digital apps in reducing call centre volume • How Europcar’s electrification strategy supports sustainability goals and Consumer Duty compliance • Concrete results from a major UK insurer: reduced manual processing, faster turnaround times, and improved customer satisfaction scores Ready to learn how modern vehicle replacement can be a brand asset rather than a liability? Listen now to discover how insurers can deliver a faster, smarter, and greener claims experience.