In this interview, we sit down with Maurice Hughes, Monica Hughes and Paul Haughey, Directors of Shield Accident Management . They share insights into the company’s innovative approach to accident management in Northern Ireland.
The Path to Leadership
Q: What motivated you to start Shield Accident Management NI?
A: “A road traffic accident can be stressful and overwhelming for people, so we thought, why not create something that takes that burden off their shoulders? A service that handles everything for them—from the moment the accident happens right through to the settlement. That’s how Shield Accident Management started. We wanted to create a ‘shield’ between people and all the chaos that can follow an accident.”
Building Shield from the Ground Up
Q: What were some of the challenges you faced when starting Shield Accident Management?
A: “There were quite a few! One of the big challenges was trust. We had to show people that we were different—that we were genuinely there to help.
Another challenge was building the right team. We needed people who not only knew the industry but also cared about going the extra mile for our clients.
Then there was the task of setting up partnerships—repairing garages, rental companies, legal experts. We had to make sure everyone we worked with shared our values and was committed to providing the best service possible. That took time and a lot of effort. We wanted to ensure that every aspect of our service met our high standards.”
Q: How did you overcome these challenges?
A: “It took a lot of persistence. To build trust, we made transparency a priority from day one. We walked clients through every step of the process so they knew exactly what was happening and why. We also set up a feedback system so we could continuously improve based on what our clients were telling us.
At the end of the day, it’s all about the people you work with. We created a training program that didn’t just cover the technical side of things but also focused on empathy and client care. We have fostered a culture where going the extra mile for clients is not just encouraged but expected.
For our network of partners, we took the time to build relationships based on mutual respect and shared values. We’ve created an environment where everyone involved understands the importance of providing top-notch service to our clients.
The Shield Approach
Q: Can you walk us through how Shield handles a typical accident case?
A: “Of course! Our process is designed to be stress-free for the client. As soon as we get the call, our 24/7 response team jumps into action. We gather initial details and send out immediate services, such as recovery vehicles. For recent accidents, we guide clients through on-scene procedures, including safe evidence gathering and information exchange.
After that, we handle everything from arranging repairs with our trusted network to providing a replacement vehicle.
We arrange for damage assessment through our network of approved repairers, scheduling convenient times or arranging collection as needed. To keep the client mobile, we provide a replacement vehicle during repairs. Our team handles all insurer communications, paperwork, and negotiations throughout the claim management process.
We closely monitor the repair process, ensuring high standards and keeping clients informed. We work towards a fair settlement covering all aspects of the claim, including vehicle damage, personal injury, and other losses.
Even after case closure, we conduct follow-ups to ensure client satisfaction and address any lingering concerns. Throughout this entire process, clients have a dedicated case manager as their single point of contact, providing updates and answering questions.
Q: How do you maintain such high-quality service across all those areas?
A:”It’s something we’re really passionate about, and we are proud of the high quality service our partners provide. Our staff are always learning too—industry regulations change all the time, so we make sure everyone stays up to date.
We leverage advanced case management software to meticulously track every detail of a claim and recently launched our Shield app, we are always looking for ways to evolve and improve our offering to our clients.”
Navigating Complex Cases
Q: You mentioned earlier that Shield has expertise in handling complex cases. Can you elaborate on this?
A: “Absolutely. While every accident case is unique, some present particularly challenging circumstances. These might include:
- Uninsured or Untraced Drivers: In cases where the at-fault party is uninsured or has fled the scene, we guide clients through the process of claiming through the Motor Insurers’ Bureau (MIB)
- Multi-Vehicle Accidents: These cases often involve complex liability disputes. Our team has the expertise to navigate these intricate scenarios and ensure our client’s interests are protected.
- Accidents Involving Commercial Vehicles: These can involve additional complexities due to company policies, commercial insurance, and potential impacts on the client’s livelihood.
- Serious Injury Cases: When accidents result in severe injuries, we provide comprehensive support, including arranging specialist medical assessments and rehabilitation services through our nominated solicitors.
- Disputed Liability: In cases where fault is not clear-cut, we gather extensive evidence and work with accident reconstruction experts if necessary to build a strong case for our client.
Our approach to these complex cases involves a combination of deep industry knowledge, a network of specialist partners, and a tenacious commitment to achieving the best possible outcome for our clients.”
The Human Touch in a Digital World
Q: How does Shield maintain that personal touch?
A: “We use technology to be efficient, but we never lose sight of the fact that people need human support, especially in a situation as stressful as an accident.
We assign each client a dedicated case manager who guides them through the entire process. And we’re available 24/7—when someone’s just been in an accident, the last thing they want is to be stuck talking to a machine. We’re there with a real person to listen and help.
While we handle much remotely, we offer face-to-face meetings for clients who prefer this approach or for complex cases that benefit from in-person discussions. All our staff undergo empathy training to provide not just practical support, but emotional support as well. We also tailor our communication style and frequency to each client’s preferences, adapting to what works best for them.
By maintaining this human-centric approach, we’re able to deliver a level of service and support that purely digital solutions simply can’t match. The personal touch allows us to address both the practical and emotional needs of our clients during what can be a challenging time.”
Closing Thoughts
Q: What would you say to someone who is thinking of using an accident management company?
A: “I’d like to emphasise that at the heart of Shield Accident Management is a genuine desire to help people during what can be one of the most stressful experiences of their lives.
A road traffic accident, no matter how minor, can be a traumatic and disruptive event. Our mission is to reduce that stress and guide our clients through the process with expertise, empathy, and unwavering support.
To anyone who finds themselves in the unfortunate situation of being involved in an accident, remember that you don’t have to face it alone. There are professionals like us who are dedicated to supporting you every step of the way.”