INTRODUCTION

The National Association of Credit Hire Operators (NACHO) has produced this Code of Practice to provide potential members with a guideline to membership requirements.
NACHO has been formed in order that ethical companies within the credit hire and non-fault accident management markets can exchange views and ideas with a view to regulating the industry.
As a guideline, companies will have been trading for at least two years although the Executive may take a view on individual circumstances at its discretion.
Working closely with insurers using the ABI initiative as a framework within which to operate, NACHO will provide a platform for members to have an active part in any developments and further negotiations within the industry.

OBJECTIVES OF THE CODE OF PRACTICE

The Code of Practice is designed to ensure members operate in a manner that is accepted by the majority of motor insurers, namely those subscribing to the ABI initiative whilst at the same time ensuring the needs of the innocent accident victim are taken care of.
The Code of Practice will ensure that the clients losses are mitigated and standards of service are communicated clearly to all parties involved in the claims process.

MEMBER OBLIGATIONS

Client Conduct

A full explanation of the clients responsibilities in terms of charges and the need to mitigate losses must be explained at the onset of the claim supported by an appropriate statement of truth or mitigation.

• The client must receive copies of any agreements or documentation relating to the claims process, outlining their obligations and where they are required to sign.
• Hire cars will be delivered to the customer within 4 working hours, if required to do so.

Members will monitor customer satisfaction on a regular basis.

Third Party Insurer Conduct

• Members will advise the responsible insurer of a potential claim immediately that their identity is known. If the third party insurer is a signatory to the ABI agreement, the member must follow the procedures of the GTA with regards to first notification.
• Members will provide the responsible insurer with a copy of the statement of truth/mitigation statement. Again, if the third party insurer is a signatory to the ABI agreement the documentation submitted must be in the format of the agreed and current GTA payment pack at the time of hire.

Pricing

All members will supply a copy of their full rental tariff, which will be in line with that set out in the ABI initiative and nationwide spot hire rates.

• The daily rate is the amount paid for each 24 hour period.

If the third party insurer is a signatory to the GTA, the daily rate must be in line with the current GTA rates and will be inclusive of:

• a) Free delivery/collection
• b) 24 hour breakdown cover
• c) Unlimited mileage
• d) Comprehensive insurance subject to an excess equivalent to the clients own policy excess or an amount no more than £100 where the client does not possess a comprehensive policy.
• If the third party insurer is not a signatory to the ABI GTA, charges should be made at the members normal nationwide spot hire rates.