1. Invention of the
«CDH2»
developed for the
European amicable
accident statement
ITS PURPOSIVENESS:
For the insurers:
Increase the customer’s satisfaction while
reducing the cost of the losses
For the insured:
Your insurer will help you more easily to claim for your rights and to
defend yourself more efficiently
www.cdh2.fr/demo.html
2009-2010 Mathieu CHEVILLARD
2. Summary
250 000 European drivers already
received the CDH2
1 VISION
p.3 The lettering guide “CDH2”: a drawing ruler for the amicable accident
statement
2 STAKE
p.4 How to increase the customer’s satisfaction while reducing the
cost of the losses
p.5 Why using a lettering guide “CDH2” ?
p.6 Eureka show award in Brussels 2004
p.7 The “ innovation product” in the insurance sector
3 APPROACH
p.8 Using the amicable accident statement in a good way
p.9 An attempt to define stress
p.10 The accident draft at the time of the collision (section 13)
p.11 Building up in time a presence and an awareness with the drivers
4 FIELD
p.12 Estimation of the interest of individuals for the Cardrawhelp
“CDH2” (2241 individuals)
p.13 “Consumption test”: estimation of the interest of the
Cardrawhelp “CDH2”
p.14 “Consumption test”: estimation of the interest of the
Cardrawhelp “CDH2”
p.15 Distributor
3. The lettering guide “CDH2”:
a drawing ruler for the amicable accident statement
4. How to increase the customer’s satisfaction while reducing
the cost of the losses?
Best - of - breed stakes for the IARD Insurers “car material loss” indemnification processes. The
“CDH2” brings indirect profits, like helping people
Assuring more efficient and diversified tariffs : the re- to fill the statement on the telephone available with
duction of the final tariffs applied by the insurers di- certain insurers.
rectly results from the cost control of the losses and Simplification of the procedures and shortening of
contributes to the commercial competitiveness, as the delays in the loss estimations: the insurer must
it is commonly assumed that the losses are the main make sure that the quality of the service is the main
component of the car insurance premium. asset of his fidelisation policy of his customers. For
that target, the use of the “CDH2” will help you:
As a vital process for the “ casualty insurers “ the ma-
nagement of the losses must pioneer today, respon- • to accelerate the payment delay by the employees in
ding to two major stakes. charge thanks to a precise and synthetic information
• To interpret more easily and precisely the drafts
DOn the one hand, the one related to the cost control having a centre line
of the car insurance contracts sold : the performances • to handle more amicable accident statements
of the losses management is a determining factor in whose draft (section 13) will be in correlation with
the tariff competitiveness of the insurers. the ticked boxes
All the efforts made in the commercial and marketing • to improve the drivers’ satisfaction by solving their
fields will be useless if that basic postulate of the pro- problem more rapidly
fession is not respected. • to allow the driver to be efficiently defended by his
insurer
On the other hand, the insurance companies must • To recall the important steps when filling the
adapt, by innovating, to the control of the service ren- micable accident statement and the traps to avoid,
dered to the drivers. By the quality of the proposed when distributing the “CDH2” through the network
benefit, or by action of fidelisation, the loss is a deci-
sive moment in the relationship “insurer-insured and The companies have an interest to look for a quan-
/or partner”. It is effectively at that precise moment titative ROI (return on investment) and the qualita-
that the insured may value his insurer’s efficiency. In tive ROI because both of them mutually reinforce
fact, the poor management of a loss remains one of themselves. The financial stake is obvious : a compa-
the main causes of cancellation by the customers. ny that makes a 1% gain on the expense of the losses
In this view, it becomes essential to innovate in order make a 15% profit on the money affected to the in-
to reduce the cost an increase the efficiency of that demnification; The productivity effort pays back.
process, in making the commited actors (employees, The qualitative stake is more likely, through the cus-
distribution network) more efficient, in increasing tomers’ satisfaction , to reinforce the fidelisation
the insured and/or partners’ satisfaction. and to facilitate the winover of other subscribers.
(l’expansion/July-August 2005/ (n°699)
The rapidity of a loss payment is vital. Hence, the inte-
grated management with the “CDH2” has for purpose
a time gain, an improvement in the efficiency of the
4 The 2007 consumption test proves a real utility of the ruler : the CDH2 corresponds to a customers’need (www.cdh2.fr/consumption.pdf)
5. Why using the CDH2?
The CDH2 is a product that brings a technical
solution to a given technical problem (to deal with
the indemnification of a car loss more quickly.
The Cardrawhelp is “a drawing ruler” lettering
guide specifically dedicated to the amicable
accident statement, that allows the user to check
the exactitude of his draft on the amicable accident
statement.
Lettering guide Why are the symbols and draft organised in areas?
MN XXth century composed of the two words lette- The area organisation allows an even faster use of
ring and guide. Technically, it’s a flat ruler partially the CDH2, in the way that the symbols and the draft
grooved, allowing to trace in a regular manner the are grouped in increasing themes with figures and
letters of the alphabet, the figures and a few usual notes in correlation with the amicable accident sta-
symbols. tement and in associated themes (vehicles and road
signs).
The lettering guide CDH2 gathers all the functions
that you need to draw the vehicles, their direction The upper area is reserved for the company logo
with precision, the drawing of the ways, the centre and the writing of the assistance number.
lines, the elements such as the signs, the traffic
lights, the white lines and the impact point. Once the CDH2 correctly placed, one has to draw
the ground marking according to the boxes ticked
The CDH2 has been additionally specially conceived section 12 (number present on the CDH2), to indi-
to allow you to draw the accident draft according cate the direction of the vehicles, the impact point
to the space reserved on the amicable accident and at last the road signs and all the other necessary
statement. It’s the indispensable tool for filling the elements to explain the accident.
amicable accident statement during a stress period.
Made of half transparent flexible plastic in the A5 Consequence: the user saves a precious time, he
format under blister, this lettering guide is available feels more self-confident, and can’t forget to tick
in several languages. the CIRCUMSTANCES section 12 boxes.
- Recalling the question
Did you ever have to fill an amicable accident statement in the occurence of a car accident ?
(If yes) have you met any difficulties in filling the amicable accident statement ?
- 50% of the individuals have already been confronted to the filling of an amicable
accident statement
Eventual difficulties encountered...…
55% of the individuals (having filled the accident statement)
have met difficulties in filling the statement
34 % of the individuals had difficulties to sketch the draft
(which reprensents 60% of the difficulties)
5
6. Award Brussels Eureka Show 2004
Brussels-Eureka, general show open to the public, gathers more than 500 participants from 30
different nations and introducing up to 600 innovations, patented an new invention in all the fields.
More concretely Brussels Eureka is made for the inventors, creative companies and best specialists
in research.
CDH2 (golden award Brussels Eureka), 53 rd world show in innovation, research and new
echnologies, from the 16th to 21st November 2004, Brussels Expo palace 1.
6 The 2007 consumption test proves a real utility of the ruler : the CDH2 corresponds to a customers’need (www.cdh2.fr/consumption.pdf)
7. The project innovation in the insurances field
It is so that the great inventions were born:
by the unexpected contact of two products
standing by mere chance side by side, on a
laboratory table (Jean Echenoz).
Innovation is a competitive weapon for the
insurance and its management may bring many
practical difficulties when it comes to imagine future
scenarii between the different services : marketing,
communication and indemnification.
The product innovation, resulting from both creating imagination and concrete achievement, is one of the
main means to acquire a competitive advantage by answering the market needs and the consumers’ expec-
tations.
Recalling the question
According to you, this idea concept seems to you ... …
Notice : an explanation with a viewing of the drawing has been shown to the respondents
94% of the individuals find the concept idea
interesting, even very interesting
= very good reception of the ruler
The organising innovation shows the development The car insurance is a very competitive product that
or the adoption of a new work organisation , as it stands out by the relevance of the offer and its price.
is here with the use of the CDH2 in the estimation Today, thanks to Internet, the customer knows how
process of the losses ; it is related to a new process to measure, in an objective way, all the advantages
in the way that it contributes to modify the mana- given by a car insurance contract relative to its price
gement method of losses (material) and /or of dis- paid for it.
tribution (premium, gift when subscribing a car in-
surance). All the insurers have a priority for the innovation
and the fast estimation of car material losses. Grou-
The innovation approach with the CDH2 consists in pama Loire Bretagne proved it by ordering a global
giving anyone the means of a better understanding amount of 200000 CDH2 between 2007 and 2010.
of the amicable accident statement, and will po- For Groupama, the target is to propose an adap-
tentially imply the ~ 20.000 account executives for ted answer to each moment of its car driver custo-
losses in France, the agents and/or the insurance mers’life
brokers who will therefore become themselves the
actors of the change towards a faster estimation of Thereby, this pioneer region reinforces its positio-
the indemnifications. ning as a provider of services that make its custo-
mers’ every day life easier.
The 2007 consumption test proves a real utility of the ruler : the CDH2 corresponds to a customers’need (www.cdh2.fr/consumption.pdf) 7
8. Using the amicable accident statement properly
Even minor, an accident is always traumatic. To avoid
any additional troubles or bad surprises, a well filled
amicable accident statement means that the payment
of the car loss will be faster and more efficient.
This accident statement is identical in all European
Countries and written in the language of each
country. The CDH2 has been translated into various
languages of the european union.
THE TRAPS TO AVOID
Beware, the draft must not be in contradiction with the ticked cases (section 12 “circumstances”)
(Google results on an average total of 1180 pages for tracks to avoid in order to fill well an amicable
accident statement)
Following an accident, panic and rush can push you to commit certain mistakes, sometimes non reversible ones
AMICABLE ACCIDENT STATEMENT TRAINING
(Google results on an average total of 15600 pages for “amicable accident statement” training)
AMICABLE ACCIDENT STATEMENT SOFTWARE (USB KEY)
Trainer software European Amicable accident statement www.develter.com
HOW TO DRAW UP AN AMICABLE ACCIDENT STATEMENT
(Google results on an average total of 6060 pages for how to draw up an amicable accident statement
HOW TO MANAGE A FLEET INSURANCE
Recalling the question
Let’s talk about the first time you filled an amicable accident statement
Before the accident, did you know how to fill an amicable accident statement ?
- 73 % of the individuals knew how to fill the accident
statement when they needed to do so = learning assentially
done through other people or by themselves
- 27 % discovered the accident statement on the premises
8
9. An attempt to define the stress
If you already had an accident, remember, were
you stressed when filling the amicable accident
statement ?
There is some stress every time that someone is
solicited by the environment and has to adapt : the
physical symptoms of the stress will affect in an
important way your mental performance and your
psychological balance.
Manifestation of the stress (Internet source) When we are in a situation of emergency, our body
Facing this type of aggression, the body will ac- mobilises itself intensively in order to be capable to
tivate an counter-reaction in order to come back face it adequately. It is the adrenaline secretion that
to the broken balance, hence a complete serie of allows to make instantly available the resources of
psychological reactions : headaches and migraines our body. In increases the acuity of our senses and
; irregular breathing ; palpitations ; nervosity and of our perceptions, the rapidity of our reflexes and
impatience, sweats; cold hands and feet ; tremors; the strength of our muscles. (Internet source)
vertigos...
The clearest example of that emergency situation,
The causes of the stress are diverse… The psychic it’s the situation in which you are about to have a
pressure necessary to generate the stress is a psy- road accident, due to a dangerous situation occur-
cho-physiological reaction in front of an emergen- ring all of a sudd.
cy. Three types of causes can bring this emergency
reaction : It’s not obvious to draw a draft, even less in the si-
tuations of stress caused by the accident.
1. The rapid changes (positive or negative)
2. The threats or the dangers that we meet (http://www.groupama.fr/file/gfr0paragraph/prev-constat.pdf)
(objectively founded or not)
3. Our impression (justified or not) to have to react
quickly to the situation
Recalling the question
- Filling the amicable accident statement implies the performance of a draft of the accident
- Do you think that the drivers totally have the capacity to easily perform the drawing ?
43 % of the individuals 53 % of the individuals
think that the drivers haven’t got think that the drivers have got
the full capacity, in order to easily the full capacity, in order to
perform the drawing of the easily perform the drawing of
accident at the time of filling the the accident at the time of filling
accident statement the accident statement
The 2007 consumption test proves a real utility of the ruler : the CDH2 corresponds to a customers’need (www.cdh2.fr/consumption.pdf) 9
10. The accident draft at the time of the impact (section 13)
Knowing how to perform a detailed, precise and neat
draft is essential for a fast payment. A good draft
brings the proof of the understanding of the accident
circumstances by the losses account executives.
The CDH2 follows the new amicable accident statement
evolution published in 2002 that gives a more important
space for the drawing in comparison to the former
amicable accident statement published in 1970.
It’s the most well-known part, probably also the ACCIDENT DRAFT SECTION 13
most difficult, the space reserved to the draft that
allows to synthesise the mechanism of the acci- The point is to show the vehicles position at the
dent. very moment of the impact, their traffic direction,
the signs on the ground and in a vertical way (traffic
INTERNET INFORMATION SECTION 13 lights, road signs…), the street names.
It’s not obvious to draw a draft, even less in the
On the draft, indicate among other things the street stress situation caused by the accident.
names, the vehicles direction the ways drawing, the (http://www.groupama.fr/file/gfr0paragraph/prev-constat.pdf)
centre lines, elements such as the signs, the traffic
lights, the white lines... More generally, you must report on it everything
In the section 10, clearly indicate the initial impact that could have an influence on the occurrence of
point and not the damaged parts. the accident, including the eventual obstacles or
(http://www.assurancemutuelle.com/sections/...) the parked vehicles or the running ones, even if
they haven’t being implied.
Any accident, even a light one, generates stress.
Right now, take the time to quickly look closely at Centre line : the location of the vehicles according
an amicable accident statement formula, at home to the centre line of the causeway is fundamental
for instance. Ask your insurance company if some for the determination of the responsibilities in the
headings remain obscure (http://www.maif.fr/...). frontal accident. Therefore, you must draw the
centre line on the draft with a dotted line. If there
Indicate anything that could help: materialise the is a stack of parked vehicles, the centre line is then
priorities, the signs, the traffic lights, the obstacles located in the middle of the available remaining part
or the other vehicles, in a standing position or in mo- of the causeway.
vement, even if they haven’t been directly implied.
Tick the eventual witnesses with a cross. The cars In the event of a frontal accident, you must not only
position according to the centre line of the road is be satisfied with a good draft. If your opposing par-
mostly important. Point out this line with a dotted ty overtook the centre line, he must tick the box 15
line, and try to indicate the distances going from the of the accident statement “toed the line on the part
side of each vehicle to the pavement and the centre of the causeway kept for the counter-flow traffic”.
line. If he doesn’t do it, mention in your “observations”
(http://www.zerotracas.com/prevention_routiere/le_ section that you were running on the right side of
constat_amiable_183.html) the causeway.
(http://www.automobileclub.org/site/juridique/assuran-
Indicate the street names, the traffic direction of the ce_accident/index_constat_amiable.php)
vehicles and their position at the time of the impact,
the signs, etc. Mention the collision point on the
causeway with a cross in order to avoid any dispute
(http://www.maif.fr/...).
10 The 2007 consumption test proves a real utility of the ruler : the CDH2 corresponds to a customers’need (www.cdh2.fr/consumption.pdf)
11. Reinforcing in the time one’s presence and one’s awareness
for the drivers
The insurance companies have therefore to
evaluate, innovate, in order to be in a position of
competitivity. The implication and the participation
of the employees, agencies and/or brokers in the
process is a key actor of success. The insurers know
that the car insurance is the access way to their
clients.
The British insurers have a funny formula :“the
insurer enters in his client’s home through the
garage door”.
Does the attractivity of a car insurance uniquely rely on its tariff competitivity ? If previously a simple tariff was
enough for signing a car insurance contract, today’s drivers can compare the prices on line, from home, with a
price comparator and they analyse the associated services (assistance, etc…).
Today in 2010, they need a short message on a useful and durable medium like the CDH2 on which will be affixed
the hotline number and eventually the number of the service “helping filling the amicable accident statement
on the telephone”.
From now on, one must rely on ONE advertising item, reliable and anchored in the daily life of the drivers, pre-
sent in their glove-box, rapidly accessible : a CDH2, easy to use and that helps him with the draft and the boxes
of the amicable accident statement.
The ROI (return on investment) of the CDH2 can be calculated on several years, effectively, according to a tes-
ting on Internet, answering the question : for how long have you been with the same insurer for your car ?, one
can clearly see that the contact goes on for quite a lot of years, 60% of the respondents to the testing are with
the same insurer for more than 10 years. ( http://www.journaldunet.com/argent/questionnaire/fiche/4345/1/d/f/)
To conclude, the CDH2 will allow you to enrich your insurance benefit with a
valuable mix of customers services : on the subscription (premium for the customer,
business gift for the distribution network), on the accident day (help for the draft,
accessibility of the hotline number) and last a clearer and faster reading of the
amicable accident statement by the loss account executive when he will have to
announce his insured and/or partner the responsibility sharing between A and B.
The 2007 consumption test proves a real utility of the ruler : the CDH2 corresponds to a customers’need (www.cdh2.fr/consumption.pdf) 11
12. Estimation of the interest of individuals for the Cardrawhelp ruler
Regarding the diffusion of this ruler, Mathieu Chevillard promoted the performance of a study among indi-
viduals, in order to appreciate the interest and the use intentions of the Cardrawhelp.
[50]
[48]
[15]
[52]
[35]
/ Age / Job
[1]
[12]
[3]
[17]
[8]
[12]
[18]
[16]
[18]
[14]
[14]
[35]
[21]
[ ] Répartition Population Française, Insee 2006
94% of the individuals find the concept idea interesting, even very
Interest for the ruler concept interesting (for half of them)
- = very good reception of the principle of the Cardrawhelp ruler
76% improves the quality of drawings
-75% allows a very clear vizualation of the accident
-74 % is easy to understand
Estimation upon of a list of items 73% makes the filling of the amicable accident statement easier
-73% is useful
-71% is easy to use
= positive estimation of the ruler
Global estimation Average note:: 6.3 / 10
91% of the individuals could consider using the ruler
Use intentions
= = very high use intentions
Related price Strong difficulties to estimate the price of the Cardrawhelp ruler
12 The 2007 consumption test proves a real utility of the ruler : the CDH2 corresponds to a customers’need (www.cdh2.fr/consumption.pdf)
13. “Conception test : estimation of the interest of the individuals
for the “Cardrawhelp CDH2”
Imagine that this ruler is offered to you by your insurer. For each of these statements, you’re going to indi-
cate in which measure you agree or not:
The individuals point out before all the improvement of the drawing quality and the very clear visualization.
- Recalling the question
- Here is a list of statements about the Cardrawhelp ruler
- You will indicate for each of them how much you agree or not.
- Positive estimation of the ruler
- The individuals point out before all the improvement of the drawing quality and the very clear visualization of the
accident
- Notice : around 20% of the individuals show no interest for the ruler : namely the youngest (under 25), less aware of
the filling of the amicable accident statement , men and individuals who never filled an accident statement
% don’t agree % rather agree/completly agree
(76) (4)
(75) (4)
(74) (3)
(73) (4)
(73) (4)
(71) (6)
No opinion
The 2007 consumption test proves a real utility of the ruler : the CDH2 corresponds to a customers’need (www.cdh2.fr/consumption.pdf) 13
14. “Consumption test : estimation of the interest of the individuals
for the “Cardrawhelp CDH2”
Pragmatism and delay insurer : here is a principle of continuous improvement for the insurers, based on
the customer’s listening.
Recalling the question
Imagine that this ruler in offered to you by your insurer.
For each of these statements, you’re going to indicate in which measure you agree or not:
Recalling the question
- Imagine that this ruler is offered by your insurance broker (or company)
- For each of these statements, you’re going to indicate in what extent you agree or not
In the opportuity of a gift made by insurance brokers, given image very positive...
74% cares about his customers
73% informs his customers better and better
70% is close to his customers
- Notice : approximatly 20-25% of the individuals don’t show any interest for the ruler : thes are the youngest
(under 25) less aware of the filling of the amicable accident statement, men and individuals having never filled
an accident statement .
% don’t agree % rather +completely agree
(74) (4)
(73) (4)
(70) (5)
No
opinion
32
14 The 2007 consumption test proves a real utility of the ruler : the CDH2 corresponds to a customers’need (www.cdh2.fr/consumption.pdf)
15. Distributor
Here
your logo,
slogan,
the name of your
company,
address
and coordinate
The 2007 consumption test proves a real utility of the ruler : the CDH2 corresponds to a customers’need (www.cdh2.fr/consumption.pdf) 15
