AAMC reshapes motor claims with Repair Management model
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Where innovation meets experience – motor assessing specialist combines repair management and third-party services under a single brand to tackle industry cost pressures
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MOST SPECIES adapt to their environment to survive. But some remarkable creatures, like the beaver, adapt by changing the environment itself. In motor accident claims, AAMC is that beaver — reshaping the terrain so efficiency and savings flow naturally.
Rather than adapting to the external environment, AAMC has long striven to improve the motor claims landscape to remove duplication, streamline processes and create new efficiencies for insurers and their customers. AAMC is never a firm to rest on its laurels, and its latest solution – AAMC Repair Management – provides an answer to the motor industry’s mounting claims cost woes through its comprehensive end-to-end accident management service that handles everything from repairer allocation to final delivery.
“The pressures on our sector have never been greater –
AAMC is a specialist motor accident management provider offering a wide range of services to the Australian insurance, broking and corporate fleet sectors. AAMC is the largest provider of motor repair and assessing services and covers the entire spectrum of motor, including passenger vehicles; heavy and light commercial and transport; plant and machinery; motorcycles and caravans. AAMC has been delivering innovative solutions to Australia’s largest and most prominent insurers for over 20 years and specialises in providing cost, quality and timeliness outcomes for its clients.
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How AAMC delivers serious savings
AAMC’s Repair Management model achieves this by minimising duplication, making rapid contact and applying programs that control repair costs while ensuring hire car expenses are only incurred when vehicles are genuinely off-road
“By bringing our vetted supplier networks, quality controls, smart repairer allocation, technology platforms and customer care together under one banner, we’re removing complexity, improving turnaround times and creating a consistent experience for all parties”
Daniel Lukich,
AAMC
repair costs are climbing, claims handling expenses are increasing, complaints are not reducing, and insurers are looking for smarter ways to manage all,” says Daniel Lukich, strategic relationship manager at AAMC.
The focus on end-to-end repair management marks a strategic shift for the business, known for two decades as the benchmark for outsourced motor assessing. Now, as repair costs and claims handling expenses climb, the company is expanding its role. The model brings accident management, third-party intervention and technology-driven efficiency together under one streamlined service – positioning AAMC not just as an assessor but as a full post-accident solution provider.
Lukich is closer to the coalface of the Australian motor claims sector than many and a strong advocate for early, specialist intervention. AAMC has pioneered better efficiency in outsourced assessing and has decided to apply the same mindset more broadly – it’s a logical progression.
“Over time, we saw an opportunity to take that same standard of excellence and apply it to the entire post-accident journey, not just the assessment stage,” Lukich says.
AAMC Repair Management addresses the challenges of higher expenses by removing process duplication, streamlining communication, assigning the correct fulfilment path and delivering what AAMC claims are substantial savings without compromising quality.
Lukich explains that the service integrates partner repairer networks, quality controls, technology platforms and customer care under one banner: “By bringing our vetted supplier networks, quality controls, smart repairer allocation, technology platforms and customer care together under one banner, we’re removing complexity, improving turnaround times and creating a consistent experience for all parties.”
controls and outcomes we deliver are the same, but operating them under separate names created unnecessary complexity in the market.”
The unified approach creates a single pathway from claim notification regardless of customer type. This consolidation promises clearer communication, faster decision-making and elimination of duplicated effort across the claims process.
For insurers, this translates to measurable efficiencies and cost savings, while vehicle owners receive what AAMC describes as a smooth, stress-free experience with consistent care standards and a single point of contact throughout their claim journey.
AAMC’s approach has always combined emerging digital technologies with traditional human service delivery – a balance the company considers essential in an industry where personal interaction remains important for complex negotiations and customer satisfaction.
“For insurers, introducing evolving technology into motor claims – whether it’s AI, machine learning, image recognition, automation or advanced supply chain management – is often a multimillion-dollar investment with long lead times and significant integration challenges,” explains Lukich.
AAMC’s model offers an innovative option. The company can integrate and deploy these technologies as they mature, giving insurers immediate access to new capabilities without the associated costs and complexity of internal development. AI and image recognition can accelerate damage assessment, automation streamlines communication and approvals, and sophisticated supply chain tools optimise repairer allocation and parts sourcing.
However, technology enhancement doesn’t mean human replacement. “We combine this with our people – experienced technical skill, case managers and customer service teams – ensuring that technology enhances, rather than replaces, the human element,” says Lukich.
This blend aims to deliver faster turnaround times, clearer communication and improved experiences for vehicle owners while enhancing efficiency and cost control for insurers.
Cost containment sits at AAMC’s core, built into every aspect of service delivery. The company maintains a carefully selected repairer network based on proven cost and quality outcomes, with continual refreshing to include operators who deliver value.
Allocation follows a specialist matching approach rather than a one-size-fits-all methodology. Each job connects with the most appropriate specialist, whether for rapid non-structural repair, prestige vehicles, 4WDs or other categories.
“Our admin team manages allocation, arranges hire cars and facilitates towing or transport of damaged vehicles,” says Lukich. “This removes duplication within an insurer’s
claims team and means customers no longer need to visit multiple repairers for quotes – we handle the process end-to-end, saving time and reducing administrative overhead.”
The third-party intervention component delivers particularly strong results. AAMC data shows significant savings compared to reactive approaches, achieved through rapid contact and programs that control repair costs while ensuring reasonable hire car expenses only when vehicles are off-road.
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Building on proven foundations
Technology meets human expertise
Published 23 Feb 2026
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“With the promotion of Repair Management, AAMC’s strategic goals for the next 12 to 24 months focus on driving progress and deepening our partnership approach within the accident management and insurance sectors”
Daniel Lukich,
AAMC
National network of trusted repair partners
Rental car supply and administration
Fully compliant with industry regulations
ISO 27001 certified for data security
Digital customer communication platforms
Proactive third-party (not-at-fault) management
Streamlined total loss handling
Quality audits
Fraud detection measures
Actionable insights through data and analytics
Continuous training and development
Scale advantages for smaller insurers
Elements of AAMC’s repair management program
The integration strategy addresses a long-standing market misconception. Previously, AAMC operated repair management for policyholders and third-party intervention for not-at-fault parties as separate services, despite both requiring similar processes and outcomes.
“In essence, repair management and third-party intervention have always been two sides of the same coin – one focused on supporting policyholders, the other on assisting not-at-fault third parties,” says Lukich. “The core processes, quality
Simplifying complex processes
Demonstrable cost control
Commercial motor claims present particular challenges, often involving multistep and hand-off processes that create delays and reduce insurer control over costs and quality. The traditional approach frequently requires customers to take their vehicle to a repairer and obtain quotes before claim lodgement, creating inefficiencies throughout the process.
“AAMC Repair Management can readily be applied to intermediated commercial motor claims, where the current process can often be multistep and inefficient,” says Lukich. “In many cases, the default approach is to instruct the customer to ‘go and get a quote and then we’ll lodge the claim’ – a method that can create delays, duplication and, importantly, reduce an insurer’s ability to maintain control over repair costs and quality.”
By engaging AAMC at the point of registration, insurers maintain control from the outset. The service allocates repairs to suitable specialists, arranges transport and hire vehicles when required and manages the repair cycle end-to-end. This eliminates the need for brokers or customers to source quotes, speeds decision-making and ensures cost control from claim initiation.
Results include faster cycle times, reduced repair and hire car costs, higher customer satisfaction and stronger broker-underwriter relationships as both parties can deliver smoother, more professional claims experiences.
Addressing commercial inefficiencies
AAMC’s ambitions extend beyond service provision to strategic partnership with insurers and industry stakeholders. The next few years will see a focus on identifying and integrating appropriate emerging technologies while building capabilities within the assessing team.
“With the promotion of Repair Management, AAMC’s strategic goals for the next 12 to 24 months focus on driving progress and deepening our partnership approach within the accident management and insurance sectors,” explains Lukich. “Central to this is identifying and integrating the most functional and appropriate evolving technologies into our service offerings.”
The company recognises that while technology enhances efficiency and accuracy, human expertise remains vital, particularly for negotiating complex outcomes. This understanding drives commitment to building skills and capability within the assessing team alongside technological advancement.
The partnership mindset aims to position AAMC as more than a
Strategic partnership approach
service provider. “Beyond simply providing assessment services, we aim to position AAMC as a strategic partner to insurers and stakeholders,” says Lukich. “By collaborating closely, we will work together to develop data-driven solutions tailored to the unique needs of each partner.”
This collaborative approach enables better risk management, improved claims outcomes and proactive adaptation to emerging sector challenges and trends.
Early market response provides confidence in the model’s viability. AAMC has operated the integrated approach with both not-at-fault third parties and insured customers across a growing client and partner base, receiving outstanding results on both cost outcomes and customer experience improvements.
“We’ve been running the end-to-end service model with both not-at-fault third parties and insured customers for some time now, with a growing range of clients and partners, and the feedback has been extremely positive – both on cost outcomes and the improved customer experience,” says Lukich.
This validation reinforces AAMC’s belief that promoting Repair Management now is the right time to deliver measurable value to insurers and their clients, addressing current market pressures while positioning for future challenges.
The company’s comprehensive supply chain includes motor body repairers, salvage, towing and rental vehicle partners across Australia, with supply partners deployed to provide responsive service that minimises inconvenience and controls expenditure for clients.
This development is the latest step in AAMC’s evolution from specialist assessor to comprehensive post-accident solution provider, combining established expertise with integrated service delivery to address industry cost and efficiency challenges while maintaining service quality standards.
Just as the beaver’s dam reshapes rivers to create a more sustainable habitat, AAMC is reconfiguring the motor claims landscape – turning a fragmented, costly process into a streamlined flow of efficiency, savings and customer satisfaction. In a market where most players are simply adapting, AAMC is busy building a better environment for insurers to thrive.
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