Passing the baton

Ageas’ Peter Millis reflects on a lifetime in vehicle repairs

After decades of helping people get back on the road and more than 20 years working for Ageas, it’s fair to say Peter Millis has overseen a vast number of vehicle repairs and knows a thing or two about the collision repair industry.

Having started out as an apprentice mechanic in 1974 and working his way up to become claims operations manager at one of the UK’s biggest car insurers, Millis has witnessed the technology evolution and experienced first-hand the change in consumer attitudes.

Now planning his retirement, Millis spoke to bodyshop about his lifetime in vehicle repairs.

“Repair methods have changed over the years,” he said. “They’ve had to because vehicle construction has evolved dramatically. When I first came into insurance, even before my career with Ageas, most cars were made from one type of metal.

Changing customers
“These days they’re made out of multiple materials including steel and carbon fibre so you can’t just section the car and put new parts in. You have to understand exactly where the material changes. Organisations like Thatcham Research have been a consistently solid source of information for the industry on repair methods.”

Millis, who also worked in bodyshops, car dealerships and tyre import firms during his long career, said it’s not just repair methods that he has seen change over the years; customers have, too.

“The other night my wife and I were watching TV and we noticed that every advert in the commercial break had one key message – speed. Whether it’s a fast internet connection, a quick-drying nail varnish or a weight loss programme, consumers are looking for a fast solution. People expect things to be much more immediate now.”

This has filtered through into the repair industry and those who are unfortunate enough to have had an accident want their vehicles fixed fast, in a way that fits around their lifestyle.

Efficient process
“Going back to the start of my career when I was an apprentice mechanic, if you damaged your car you’d ring up and they’d give you a slot that they could fit you in, perhaps in a week or two’s time. These days it’s much more immediate,” said Millis.

During his time at Ageas, Millis has focused on how repair networks can adapt to this shift in customer demand. This has included monitoring lead and key-to-key times to create a more efficient process. “We also give a high level of self-autonomy to repairers in our network,” he said. “It gives them the freedom to work with our customers to work out a timescale that’s suitable for them, allowing the repair solution to fit into their lifestyle.”

Artificial Intelligence has been another major development in the insurance and repair industry during Millis’ career. “It’s pretty impressive when you think how quickly things have evolved,” he said. “We use it across our motor claims management, working in partnership with Tractable. The technology works by using software to view images of vehicle damage and makes an assessment within seconds, streamlining what used to be a manual process that often involved sending someone out for a visual inspection and resulting reports.

“Now, repair estimates can be quickly reviewed and authorised, ensuring reliability and speed throughout the claims process for all.”

Repair over replace
The cost of parts remains important for the industry, according to Millis, who said: “The current challenges in the parts supply chain coupled with the increased cost of parts make it difficult to reduce repair costs. However, repairing parts rather than replacing them, particularly with new ones, helps to keep repair costs at an efficient level across our repair network, while reducing our industry’s environmental impact. It’s a positive solution for all involved.”

Millis added that the issue of sustainability has been pulled to the fore in recent years, driven by consumer awareness of the impact plastics and other materials can have on the environment.

“Programmes like The Blue Planet have helped to shine a light on the use of plastics and you can see industries of all types working hard to address the issues,” he said.

“One way we in the motor repair industry can help the planet is to ensure the number of damaged vehicle parts going into landfill is as low as possible. We’re doing that at Ageas by repairing parts or, if repair is not possible, looking to replace them with green parts where we can.”

Millis said he is interested to see how this will develop after his retirement. “I wonder if in the future the government will encourage vehicle manufacturers to make some vehicle parts out of similar plastic so they’re easier to recycle.”

He is also keen to keep an eye on the progression of electric cars, saying: “Undoubtedly we’ll see more of them on the roads and as demand increases, technology will evolve faster and faster. I think we’ll see those changes come through quite quickly now and repairers will need people with knowledge of these new breed of vehicles. Battery technology is evolving, too, so I think it will become cheaper for repairs and replacements in time.”

Biggest buzz
Reflecting on the most rewarding part of his job in recent years, Millis said he gets the biggest buzz from hearing from customers. “When people take the time out of their lives to send you positive feedback, that’s always rewarding. People are so busy these days, when they do take the time to feedback it’s really gratifying.”

And what will he miss most? “It’s the people. I’ve stayed at Ageas for a long time and frankly that’s because of the people, both in Ageas and in our repair network.”

When asked what it takes to make a successful repair network, Millis reflected not on the cost or size, but working together. He said: “It’s a joint ability to work together for the benefit of the customer. Giving clear autonomy with very limited interference is important. It’s all about making sure your processes align and it works smoothly to give the customer a good experience.”

At Ageas, Millis will be handing over the baton to Rebecca Winterhalder when he retires this month. Winterhalder has been with the company for nearly 10 years and has been working closely with the vehicle damage team since becoming motor FNOL operations leader six years ago.

“She knows the business inside out,” Millis said of Winterhalder, who was promoted to motor claims operations manager in 2016. “I’m pleased to pass the baton to someone I’ve worked alongside for several years. She’s got some exciting ideas for the future.”

Looking ahead to his retirement, Millis said he is looking forward to spending more time with his wife, Veronica. “Our respective job roles have meant we’ve spent about four days apart every week for the last 15 years,” he said. “We’ve already got some holidays booked and we’re planning on revisiting some parts of the UK that we’ve had a brief taster of in the past.”

Millis will also continue his work as a treasurer trustee for a local charity.

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