Oct 20, 2025 Momentum Insure, Lightstone, Customer Success Training programme for motor body repairers (MBRs)
Momentum Insure partners with Lightstone to help motor body repairers
Momentum Insure has announced a strategic partnership with data and analytics firm, Lightstone to launch a comprehensive Customer Success Training programme for motor body repairers (MBRs). This initiative, which forms part of the insurer’s broader enterprise development strategy, is designed to significantly improve the client experience during the claims and vehicle repair journey.
The programme is specifically tailored to equip Momentum Insure’s MBR network with essential customer service principles, advanced empathy skills, and effective processes for managing client interactions following an accident. "MBRs play an indispensable role in shaping our clients' experience during what is often a stressful and difficult time," says Abrie Janse van Rensburg, Head of Procurement at Momentum Insure. "As a client-first insurer, we intend that service excellence should extend across our entire value chain. The programme, a direct investment in the capabilities of Momentum Insure’s supplier network, is part of our strategy to ensure that our motor body repairer network is not only technically highly capable but also equipped with the 'soft skills' that transform a standard repair process into an exceptional client experience. It includes training on managing client expectations, transparent communication, and empathetic engagement during post-accident interactions.”
Bernard De Vantier-Strydom, Head of Projects and Research at Lightstone says, "Lightstone is proud to collaborate with an insurer that places such a high strategic value on the end-client journey. Leveraging our industry expertise, we have designed a training programme to measurably enhance the quality of service delivery across the repair value chain. This enterprise development initiative is a first in the MBR industry, and we believe it has the potential to set a new benchmark for excellence. In today’s competitive landscape, customer satisfaction is more than a metric, it’s a strategic advantage, driving the long-term success of a business. This programme is aimed at helping MBRs master the core principles that underpin exceptional customer experiences, translating technical repair expertise into outstanding service delivery, in the process setting a new benchmark for what clients can expect from the insurance industry."
Participants in the inaugural training programme, commented that they believe the training will not only help their businesses improve their service and deliver a seamless end-to-end customer experience, but will ultimately help them to become more successful businesses. The programme is structured into 10 focused modules, each designed to equip participants with practical tools, insights and strategies to enhance service delivery.
By incorporating training for its MBR partners into its enterprise development initiative, Momentum Insure is actively strengthening the capabilities of its suppliers, ensuring they meet not only technical standards but also the highest benchmarks for customer interaction. “This is a strategic investment in supplier development which not only reinforces Momentum Insure's dedication to service excellence but also enhances industry standards,” says Janse van Rensburg. “By empowering motor body repairers to deliver an empathetic and professional service, we are investing in a consistently better client experience, solidifying our position as a client-first insurer committed to strengthening the entire insurance ecosystem.
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