This report summarises the Motor Claims Workflow as at 20 July 2026. It covers claim type mix by officer, monthly volume trends, turnaround time (TAT) performance against SLA thresholds, assessor performance, garage repair efficiency, Motor Private vs Commercial repair distinctions, claim pipeline status, and a list of claims where repairs are currently overdue.
Data is drawn from officer trackers as shared.
This chart shows monthly claim volumes for the selected officer, broken down by claim type. Use the dropdown to switch between officers. Hover over any segment to see the pipeline split (Open vs Closed) and the detailed stage breakdown specific to that claim type for that officer in that month. The dotted line shows the officer’s total claims for that month across all claim types.
This chart shows the average number of days taken at each claims stage — Assessor Report, Repair Authority (RA) Issuance, and Repair Completion — for each officer. The DEPARTMENT column on the far right shows the overall average across all officers as a benchmark. The red reference lines mark the SLA thresholds:
Any bar above its corresponding SLA line represents an average breach for that officer at that stage. Hover over any bar to see the average days and delay rate for that officer and stage.
This chart shows the department’s month-on-month average turnaround time across the three workflow stages, tracked against SLA thresholds. It highlights whether overall operational performance is improving or deteriorating over the course of the year.
This chart provides a consolidated view of the department’s overall average turnaround time across the three workflow stages for the full period under review. The SLA status for each stage is shown in the hover text.
This chart shows the average number of days taken by each assessor to submit their report following a claim intimation, against the 2-day SLA. Assessors whose bar exceeds the dotted red line are on average breaching the reporting turnaround standard. The dark blue bar on the far right shows the overall total across all assessors as a benchmark. Hover over any bar to see the assessor’s average TAT, total claims assessed, and delay rate.
This chart ranks the top 15 garages by average repair turnaround time across all officers, restricted to Accident-Repairs claims only. Garages with fewer than 3 claims are excluded to ensure averages are meaningful. The red dashed line marks the 20-day SLA. Garages consistently completing repairs within SLA represent preferred partners for claims referrals. Hover over any bar to see the garage’s average TAT, total claims handled, and delay rate.
This chart shows the average repair turnaround time split between Motor Private and Motor Commercial claims at an officer level, restricted to Accident-Repairs claims only. Motor Commercial claims may naturally take longer than Motor Private due to the nature of the vehicles involved. The distinction is made using the class code embedded in the claim number. The red dashed line marks the 20-day SLA.
This chart tracks the total number of claims received by the department each month, across all officers and claim types combined.
This chart shows the overall breakdown of claims by damage type across the department. Hover over any bar to see the count and percentage share for that claim type.
This chart shows the department’s claims split between those still open (actively being worked through the pipeline) and those closed (settled, released, or otherwise resolved). Click into either segment to see the detailed stage breakdown within that group.
The table below lists all Accident-Repairs claims where repair completion has exceeded the 20-day SLA, sorted by time taken with the longest-outstanding first. Third Party, Windscreen, Total Loss, and other claim types are excluded as they do not follow the standard repair process. These require immediate follow-up by the respective officer.
Report generated automatically from officer tracker data. For queries contact the Actuarial Services & Research department.