SAMBRA celebrates 25 years

For 25 years, the South African Motor Body Repair Association (SAMBRA) has represented local motor body repairers. Given the fact that vehicle accidents account for 70 - 80% of motor claims, FAnews spoke to Aleeshen Kisten, National Director of SAMBRA, a

FAnews: What role does SAMBRA play in the motor industry?

SAMBRA: SAMBRA represents the majority of formal motor body repairers in the country, with 1 050 accredited members nationally. Over the past 25 years, SAMBRA has played a major role in the self-regulation of its members, by ensuring that our members adhere to standards, as well as a strict code of conduct and ethics. We also created a well-managed consumer dispute resolution procedure.

FAnews: What standards do SAMBRA members adhere to?

SAMBRA: SAMBRA has, in conjunction with its process partners, K&A Smart, developed an industry service quality standard programme that continuously monitors the service levels of SAMBRA members. Our members hold all the relevant manufacturer approvals to repair vehicles, and more than 500 SAMBRA members hold a variety of manufacturer approvals. Our annual grading project ensures ongoing compliance by testing and auditing the skills, equipment and legal compliance of our motor body repairers.

FAnews: Why should brokers advise their clients to go to a SAMBRA-approved repairer?

SAMBRA: Using a SAMBRA member provides assurance of a quality repair to a consumer’s vehicle by a repairer has the minimum requirements in place and has agreed to a strict code of conduct and ethics. If something does go wrong, The SAMBRA Consumer Complaint Resolution Procedure (CCRP) gives the consumer recourse through the association.

FAnews: What is SAMBRA’s role in the short-term insurance industry?

SAMBRA: SAMBRA members repair over 80% of all insured repairs in the South African market. We are working with SAIA and some of the bigger individual insurers to explore ways of lowering the cost of repairs, while increasing the profitability of motor body repairers. This is a major challenge, however, now that both industries are focusing on finding a workable solution, I believe we are going to make good progress.

FAnews: What relationship does SAMBRA have with local insurers?

SAMBRA: The relationship between SAMBRA and insurers has been a challenging one, characterised by conflicting interests. Insurers need to curb the costs of repair, while repairers are striving for fair compensation. As a body, SAMBRA has managed to build relationships with individual insurers, who realise that motor body repairers are valued partners in the supply chain.

FAnews: Are all insurance-approved autobody repairers members of SAMBRA?

SAMBRA: The majority are, but it is not compulsory. Insurers have in the past signed protocols with SAMBRA which added much value in terms of quality, standards and disciplinary processes. However, due to commercial differences, the protocols have fallen away. Perhaps the introduction of the CPA will result in SAMBRA and insurers establishing a new protocol for the benefit of the consumer.

FAnews: Tell us more about the Vehicle Damage Quantification (VDQ) Body.

SAMBRA: While the motor body repair industry and insurers both benefit from correctly quantifying the cost of repair, this remains a major source conflict. Up to now, there has been no formal qualification for people that assess damage to vehicles and provide repair quotes. VDQ will add much value to both insurers and motor body repairers.

We are in the process of registering a qualification and the VDQ - a body represented by SAMBRA, the insurance industry and independent assessors - will be the custodian of this standard. It is a major step forward in bringing the various role players together for the benefit of all the stakeholders, including insured consumers and the brokers that represent them.