If you don't manage penalties properly, then frustration and costs can soon mount. Always try to be proactive by educating customers about their obligations.

• Take a refundable deposit via a credit card to assist you in recovering costs, penalties and minor damage rectification from policyholders, most insurers are happy for you to do this.
• Make sure the customer who uses your courtesy car is aware that there are additional charges they attract while using the vehicle. These may include but are not limited to: –
• Congestion charges
• Fuel discrepancies
• Damage to courtesy car
• Excess mileage
• Late returns
• Encourage customers to pay congestion charges before they enter the zone.
• Apply a sticker to the vehicle's dashboard to remind customers of their obligations with regards to fines and penalties.
• Decide whether you will be passing on the administration fee to the policyholders and ensure they are made aware of this additional charge in advance.
• Ensure policyholders are made aware that the vehicle is the property of the bodyshop, NOT the insurer, and is provided as part of your service and that vehicles returned in an unacceptable condition will incur a valeting charge.
• Ensure they are aware that they are responsible for all motoring offences and charges such as parking, speeding and congestion charges. As such, you are required to forward your details to the authorities, as and when required. Excess mileage charges may apply, please refer to your agreement for details.
• Advise that the vehicle must not be taken outside of the UK.
• Make the policyholder aware that smoking or animals are not permitted in your courtesy cars.

"Educating policyholders is the key to keeping penalty notices under control. By proactively pointing out at the time the vehicle is handed over, that any fines will ultimately be their responsibility and charged accordingly, inclusive of any administration fee will ultimately reduce any fines need to processed"
Suzie Hitchcock - Head of Sales