WEBVTT - Car Feature: What scratches and dents really cost

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<v Speaker 1>Seven o two the Car feature time for the car

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<v Speaker 1>feature on seven o two afternoons and in our car

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<v Speaker 1>feature for today, we are chatting about the costs of

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<v Speaker 1>scratches and small dents on Dance rather and what they

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<v Speaker 1>really really do cost and share your stories and experiences

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<v Speaker 1>Audible one w A three oh seven o two in

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<v Speaker 1>the WhatsApp line oh seven two seven oh two one

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<v Speaker 1>seven o two. We're joined in this conversation by Tundo

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<v Speaker 1>and Gibet, senior manager at Budget Insurance. Tundo, welcome to

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<v Speaker 1>the show. Thank you so much for joining us.

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<v Speaker 2>Thank you very much, and welcome hello to seven listens.

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<v Speaker 1>Yes, you can welcome them to as well. Right, it's

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<v Speaker 1>our home together now.

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<v Speaker 2>I love that. I love that.

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<v Speaker 1>Okay, So let's talk about scratches and dents. And I

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<v Speaker 1>never want to assume everybody can tell the difference. So

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<v Speaker 1>from an insurance perspective of how are scratches and dents

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<v Speaker 1>differentiated in that world?

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<v Speaker 2>Yes, so I think maybe if I just give you

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<v Speaker 2>a sentence for each you know, a scratch would usually

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<v Speaker 2>be defined as a thin or shallow, lengthy mark on

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<v Speaker 2>the top coat of the vehicle's paint. So that's what

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<v Speaker 2>we're called a scratch, and then you nobody have a dent,

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<v Speaker 2>which is a hollow indent on the surface of the vehicle.

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<v Speaker 2>So in a difference that the scratches usually really get

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<v Speaker 2>into that paint layer, and then the dents usually actually

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<v Speaker 2>get into the surface of the vehicle without necessarily damaging

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<v Speaker 2>the paint.

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<v Speaker 1>I got you, I got you, okay, So why is

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<v Speaker 1>it important to know these costs? I see many people

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<v Speaker 1>who are ensured driving around with little dents and scratches

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<v Speaker 1>on their vehicles. I'm probably one of them. Yeah, I'm

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<v Speaker 1>one of them.

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<v Speaker 2>And then well, feel that the reason it's important to

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<v Speaker 2>the two things. It's important to fix these scratches when

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<v Speaker 2>they happen, and if you are in a position where

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<v Speaker 2>you can afford to fix them, you want to do that.

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<v Speaker 2>But otherwise, the specific covers that are available in the

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<v Speaker 2>market that deal specifically with scratch and dents. And let

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<v Speaker 2>me tell you why it's important. Cosmetic damage on a vehicle,

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<v Speaker 2>which is what we're talking about, devalues the value of

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<v Speaker 2>the vehicle at the point of selling. So what happens

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<v Speaker 2>is that the dealers that offer to buy your vehicle

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<v Speaker 2>need to get that vehicle looking as close as possible

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<v Speaker 2>to show room condition, and whatever money they have to

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<v Speaker 2>spend after purchasing your vehicle to fix those scratches and dents,

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<v Speaker 2>they will gut that from the offer that they make you,

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<v Speaker 2>so it never to be you actually get less money

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<v Speaker 2>for your vehicle if it has multiple scratches and dents.

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<v Speaker 1>Why do you think it is that people don't take

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<v Speaker 1>you head over and repair some of these scratches and

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<v Speaker 1>dents immediately if they do have access. And I will

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<v Speaker 1>speak for myself to say, sometimes the scratch or the dent,

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<v Speaker 1>if I look at it and say, this is probably

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<v Speaker 1>going to be the same amount as my excess, or

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<v Speaker 1>it's not that big of a deal. I'm just also

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<v Speaker 1>not trying to put too many dents on my relationship

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<v Speaker 1>with my insurer. What are the reasons that you've also

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<v Speaker 1>heard people speak of.

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<v Speaker 2>I think, really you've actually you've touched on the most

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<v Speaker 2>important one. I think most people when the scratch or

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<v Speaker 2>the dent happens, or the chip, people tend to think,

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<v Speaker 2>oh jeez, I've got an insurance policy which has got

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<v Speaker 2>generally an excess that is quite a sizeable amount. And

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<v Speaker 2>I don't want to ruin my relationship with my insurer.

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<v Speaker 2>Now that is very true as far as your comprehensive

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<v Speaker 2>insurance cover goes, because that is there to protect you

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<v Speaker 2>usually from the bigger incidence the accidents, the thefts, et cetera,

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<v Speaker 2>where we have to replace parts and do big repairs.

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<v Speaker 2>These products that we are speaking about, which I think

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<v Speaker 2>some people might not know of, are specifically designed only

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<v Speaker 2>to deal with these covers and don't affect what happens

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<v Speaker 2>with your comprehensive insurance policy. So it is understanding. It

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<v Speaker 2>is understood when these products are made that customers are

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<v Speaker 2>going to get a lot of tips and dents. Therefore,

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<v Speaker 2>it does not impact whatever is going on your main policy,

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<v Speaker 2>which would be your comprehensive vehicle insurance policy.

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<v Speaker 1>Okay, and I think many people do sadly find themselves

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<v Speaker 1>in some of those situations. Is there a risk that

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<v Speaker 1>dents and scratches outside of the windscreen and I'm not

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<v Speaker 1>sure you'll have to clarify if you speak of scratches

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<v Speaker 1>on a windscreen in the same way or you only

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<v Speaker 1>refer to them as cracks, But is it possible that

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<v Speaker 1>leaving them can actually make them worse?

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<v Speaker 2>Sure? So, when we dealing particularly with scratches, I think

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<v Speaker 2>there there is an opportunity that when the paint gets damaged,

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<v Speaker 2>it exposes that it'll the neat to moisture and to oxygen,

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<v Speaker 2>and those are really the ingredients for rust. And if

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<v Speaker 2>you're in the coastal areas, that problem is exacerbated because

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<v Speaker 2>the salty air and the high humidity in those regions

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<v Speaker 2>can accelerate that rust. So, unlike in a windscreen where

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<v Speaker 2>a chip can can become a crack, in this particular space,

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<v Speaker 2>what we normally find is the risk of getting rust

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<v Speaker 2>onto your vehicle, which is more expensive to fix later

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<v Speaker 2>down the line.

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<v Speaker 1>I did not know that at all. Excuse me, I

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<v Speaker 1>did not know at all that you that that scratch

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<v Speaker 1>would expose it to start rusting quickly, just in terms

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<v Speaker 1>of you know, you're saying that you want your car

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<v Speaker 1>to be in its base condition. If a person has

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<v Speaker 1>already the decided that I'm going to be keeping this

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<v Speaker 1>car forever, they would probably have less incentive or interest

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<v Speaker 1>to do that.

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<v Speaker 2>Yes, that is definitely the case. We normally see that

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<v Speaker 2>with with consumers, But I think it's important to highlight

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<v Speaker 2>their religilated that even though you might not want to

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<v Speaker 2>spend a lot of money because you're going to keep

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<v Speaker 2>the car for a long time. But not all of

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<v Speaker 2>these damages actually require paint to fix. So we usually

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<v Speaker 2>see that some of the small surface scratches that happen

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<v Speaker 2>on the metal parts and plastic parts of a vehicle

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<v Speaker 2>can actually be polished out. So there are other solutions

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<v Speaker 2>for people out there. So if you take it to

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<v Speaker 2>a car wash or to a place that polishes vehicles,

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<v Speaker 2>always ask them to have an attempt, and usually they're

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<v Speaker 2>quite telling you what they can just polish out. And

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<v Speaker 2>then in that way it's a much more cost effective

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<v Speaker 2>way to still take care of your vehicle without spending

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<v Speaker 2>too much money.

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<v Speaker 1>All right, we're going to take a break, Tundle. When

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<v Speaker 1>we come back, we take all of your questions and

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<v Speaker 1>calls O double one double through your seven oh two

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<v Speaker 1>on the WhatsApp line oh seven two seven O two

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<v Speaker 1>one seven two seven O two the car feature twelve

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<v Speaker 1>minutes two three o'clock. We continue with our car feature

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<v Speaker 1>on double one double A three oh seven O two

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<v Speaker 1>and the WhatsApp line oh seven two seven O two

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<v Speaker 1>one seven O two. We are chatting about the real

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<v Speaker 1>cost of scratches and dents with ton don't give a

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<v Speaker 1>senior manager at Budget Insurance on oh double one double

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<v Speaker 1>three oh seven oh two and the WhatsApp line oh

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<v Speaker 1>seven two seven oh two one seven two, And now

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<v Speaker 1>we open up the lines. We've got a voice.

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<v Speaker 3>Note, Lay, my car is scratched. The scratch is you know,

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<v Speaker 3>a one rand coin. That's how big the scratch is.

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<v Speaker 3>But it's okay. The surface level paint is off, but

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<v Speaker 3>it's like a one rand coin. And the quotation to

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<v Speaker 3>fix that was four thousand, seven hundred. Does that make sense?

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<v Speaker 3>Why is it so expensive four thousand and seven hundred, Tao, No,

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<v Speaker 3>I know, now, how must I not have it? How

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<v Speaker 3>can I have a relationship with my insurer with the

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<v Speaker 3>four thousand and seven hundred quotation for a fifty cent scratch?

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<v Speaker 1>No, my goodness, Sam, thank you so much. Sam Tunder

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<v Speaker 1>Maybe chat to us about when vehicles go for assessments.

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<v Speaker 1>I'm sure majority of the time customers are shocked at

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<v Speaker 1>how expensive it is.

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<v Speaker 2>Yes, we're gonna you see it on a daily basis,

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<v Speaker 2>And I think maybe this paint example is a good

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<v Speaker 2>one to explain some of the reasons why it is

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<v Speaker 2>so expensive. So let's say you drive a red vehicle

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<v Speaker 2>when you come into my panel beating shop. I don't

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<v Speaker 2>have that specific paint for your vehicle ready and waiting

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<v Speaker 2>for you because these vehicles have got different paint coats.

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<v Speaker 2>That is how we identify the different colors. So usually

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<v Speaker 2>if you've owned the car for let's say two, three,

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<v Speaker 2>four years, depending on where you parked the vehicle in

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<v Speaker 2>the sun damage, it also happens that even your original

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<v Speaker 2>paint code is no longer accurate for your car because

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<v Speaker 2>it has experienced damage because of the sun. What that

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<v Speaker 2>needs to happen is that the panel detail, which they

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<v Speaker 2>usually would have a painting department, those guys would have

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<v Speaker 2>to make multiple paints in order to get to the

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<v Speaker 2>exact paint of your vehicle, and that is a very

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<v Speaker 2>cost exercise. Paint work vehicle pods goes out every single year,

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<v Speaker 2>and I think most customers who don't deal in that

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<v Speaker 2>industry are only short just to why it is so expensive.

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<v Speaker 2>But that's some of the realities that are out there.

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<v Speaker 1>I love that you mentioned the color matching because that

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<v Speaker 1>is quite a big deal. Whereas for drivers you just

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<v Speaker 1>assume how red is red, green is green, but it

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<v Speaker 1>becomes very specific. But outside of for example, the color matching.

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<v Speaker 1>What are some of the other things that you can

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<v Speaker 1>share with us are a part of that process of

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<v Speaker 1>repairing a scratch that, like you said, has gone beyond

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<v Speaker 1>the paint level.

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<v Speaker 2>So I think again, it will just depend on what

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<v Speaker 2>is going on with that particular vehicle. So another example

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<v Speaker 2>is the panel Beetles will do their best to keep

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<v Speaker 2>costs low by stalking the most common colors of paint

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<v Speaker 2>so that they are ready to mix. But if, for example,

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<v Speaker 2>you arise and they don't have a color for you,

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<v Speaker 2>it is not as if because the scratch is a

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<v Speaker 2>one grand coin they can from their supplier order the

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<v Speaker 2>amount of paint you need to paint a one grand

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<v Speaker 2>coin area. They need to order the smallest bottle they

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<v Speaker 2>can fight, which could be three hundred miles four hundred miles,

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<v Speaker 2>in order to do the mixing process, and then they

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<v Speaker 2>can only fix that little portion for you, and they

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<v Speaker 2>might never be able to use that paint again. So

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<v Speaker 2>beyond how expensive it is to just match, it's also

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<v Speaker 2>expensive to buy small amounts of paint because you are

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<v Speaker 2>not always certain that you'll be able to use that

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<v Speaker 2>paint again, and that increases the costs.

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<v Speaker 1>Okay, and I think that makes sense in terms of

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<v Speaker 1>after the let's say the filing down if I can

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<v Speaker 1>use that term that U s Lave people would understand,

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<v Speaker 1>and then doing the painting. There are other layers obviously

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<v Speaker 1>that need to go on top of that.

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<v Speaker 2>Yes, So what we find with vehicles is that there's

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<v Speaker 2>a lot of prep work that goes into painting. So

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<v Speaker 2>as you were mentioning that the finding down process where

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<v Speaker 2>they have to prepare the car for paint, and often

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<v Speaker 2>they prepare that vehicle for painting. Only then can the

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<v Speaker 2>painting start. And I think what's important to you to

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<v Speaker 2>mention here. Chill is a concept that they usually referred

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<v Speaker 2>to as blending, depending on where the dentists, for example,

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<v Speaker 2>the dentists on your door close to another part like

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<v Speaker 2>a fender. Sometimes baby to paint across both areas in

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<v Speaker 2>order to get that color matching looking the way it

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<v Speaker 2>should be, because sometimes if you just paint one specific

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<v Speaker 2>small spot, no matter how good you are trying to

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<v Speaker 2>match that paint, it becomes very visible that some work

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<v Speaker 2>was done on at one point, So you normally end

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<v Speaker 2>up needing to paint a bigger area than just the

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<v Speaker 2>scratch in order to measure. There's the lived in well.

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<v Speaker 2>Otherwise the customer is not going to be satisfied with

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<v Speaker 2>the job if they can see what you've worked on.

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<v Speaker 2>They want the car to look the way it looked before,

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<v Speaker 2>which means you usually end up covering a way bigger

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<v Speaker 2>area than just the damage to the vehicle.

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<v Speaker 1>We've got another voice.

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<v Speaker 4>Notehilaire, mine is not insurance related. But when I sold

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<v Speaker 4>my previous vehicle, I took it into a repair shop

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<v Speaker 4>to touch up the scratch, scratches and tents. When I

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<v Speaker 4>traded in that car, I received tenfold back and what

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<v Speaker 4>it cost me to repair that scratches and then so

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<v Speaker 4>it was worthwhile for me to spend that money to

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<v Speaker 4>repair the scratches and thence because I got it back

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<v Speaker 4>ten times on the that the dealer gives me. So

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<v Speaker 4>I think it's a very good thing, and it makes

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<v Speaker 4>your call look better and you feel much prouder of

0:13:08.400 --> 0:13:08.840
<v Speaker 4>your car.

0:13:09.160 --> 0:13:15.520
<v Speaker 5>Seel pretoria harle will Yo cas crashes So my car

0:13:15.640 --> 0:13:18.120
<v Speaker 5>was it by a hail? But then the damage is

0:13:18.200 --> 0:13:22.200
<v Speaker 5>just on a bonnet, Yeah, on a bonnet. Luckily the

0:13:22.280 --> 0:13:25.079
<v Speaker 5>san rufe is fine, so I.

0:13:25.080 --> 0:13:29.319
<v Speaker 6>Claim with my insurance and then the quotation comes back

0:13:29.720 --> 0:13:35.440
<v Speaker 6>as twenty four thousand, twenty four thousand, just tosk to

0:13:35.559 --> 0:13:39.400
<v Speaker 6>fix the bonnet. Then I went to these other guy's

0:13:39.440 --> 0:13:42.440
<v Speaker 6>in partorial wast I said, guys, yes, my car, can

0:13:42.520 --> 0:13:45.480
<v Speaker 6>you assays and give me a quotation? The quotation was

0:13:45.520 --> 0:13:50.960
<v Speaker 6>six thousand, So why then Sara quotation was twenty four thousand?

0:13:52.320 --> 0:13:58.000
<v Speaker 1>Really all right, so Tonto maybe help us understand why

0:13:58.120 --> 0:14:03.920
<v Speaker 1>it is that the preferred suppliers of insurance companies are

0:14:04.000 --> 0:14:06.200
<v Speaker 1>sometimes more expensive than other people.

0:14:08.360 --> 0:14:10.320
<v Speaker 2>Sure, I definitely would love to explain that to you.

0:14:10.760 --> 0:14:15.160
<v Speaker 2>So there are multiple factors that creates that condition. So

0:14:15.280 --> 0:14:18.439
<v Speaker 2>one of them is that insurance companies would usually use

0:14:18.480 --> 0:14:22.520
<v Speaker 2>panel beaters that have to meet certain criteria. So, for example,

0:14:22.600 --> 0:14:26.160
<v Speaker 2>when you buy a vehicle from your manufacturer, your manufacturer

0:14:26.160 --> 0:14:29.640
<v Speaker 2>will give licensing to certain panel beaters to have permission

0:14:29.680 --> 0:14:32.480
<v Speaker 2>to work on that vehicle. And for panel beaters to

0:14:32.520 --> 0:14:36.200
<v Speaker 2>attend that licensing, they have to buy very expensive equipment.

0:14:36.480 --> 0:14:38.640
<v Speaker 2>So if you look at their splay food area, it

0:14:38.760 --> 0:14:42.040
<v Speaker 2>is very expensive. Some of this equipment costs millions. So

0:14:42.200 --> 0:14:45.680
<v Speaker 2>essentially the operating costs of a panel shop that intends

0:14:45.680 --> 0:14:48.440
<v Speaker 2>to do work for an insurance company is much more

0:14:48.440 --> 0:14:52.200
<v Speaker 2>expensive than if tundor opens up his own operation with

0:14:52.320 --> 0:14:55.760
<v Speaker 2>the intention to only service you know, his own customers,

0:14:55.880 --> 0:14:58.560
<v Speaker 2>because they're the requirement for me to have all the

0:14:58.600 --> 0:15:01.800
<v Speaker 2>certification or the equipm for me to have a qualified

0:15:01.840 --> 0:15:05.520
<v Speaker 2>spray painter, qualified panel better, I would not have that requirement,

0:15:05.560 --> 0:15:08.920
<v Speaker 2>but unfortunately the guys on the insurance panel have that

0:15:09.040 --> 0:15:12.160
<v Speaker 2>requirement and as a result, it costs them more to

0:15:12.280 --> 0:15:14.960
<v Speaker 2>run their businesses. Jency would normally find that when it

0:15:15.000 --> 0:15:18.080
<v Speaker 2>comes to quotes, the air quotes can sometimes be higher

0:15:18.120 --> 0:15:20.480
<v Speaker 2>than what you are able to find if you go

0:15:20.520 --> 0:15:22.440
<v Speaker 2>in to search for your own supplier.

0:15:23.000 --> 0:15:26.280
<v Speaker 1>And that makes sense because obviously insurance companies want to

0:15:27.480 --> 0:15:31.200
<v Speaker 1>retain the best services for their clients, so if a

0:15:31.280 --> 0:15:34.320
<v Speaker 1>person wants to go out and fix it themselves, it

0:15:34.440 --> 0:15:37.480
<v Speaker 1>is at their own risk. A Tondle, thank you so

0:15:37.480 --> 0:15:39.440
<v Speaker 1>so much for chatting to us about this. And there's

0:15:39.480 --> 0:15:43.360
<v Speaker 1>so many questions that were coming through on this and

0:15:43.400 --> 0:15:45.720
<v Speaker 1>we'll revisit them in another car feature.