When recall volumes surge, your customer response becomes the brand.
The automotive sector is operating under unprecedented scrutiny. Increasing vehicle complexity, extended global supply chains, evolving regulations and heightened consumer expectations have fundamentally changed what effective product safety looks like.
Automotive recalls rarely unfold in isolation.
Regulatory oversight intensifies, dealer networks feel immediate pressure and customer contact volumes surge — all at once. Even when the technical remedy is defined, stakeholders expect clarity, speed and certainty.
The challenge is that most service operations are structured for predictable volumes, not sudden escalation. When demand outpaces capacity, delays and inconsistent communication can erode trust at the very moment the brand is most exposed.
How one global automaker protected trust at scale
When an OEM initiated a recall of 1M+ vehicles, the impact was immediate.
Customer contact volumes surged by 820%, reimbursement claims accelerated and regulatory expectations intensified.
Recognizing that response capability would shape regulator, dealer and customer confidence, the automaker engaged Sedgwick to strengthen recall execution — ensuring controlled operations, aligned communications and an experience that maintained trust.
The solution
Sedgwick created a dedicated automotive recall program with key elements engineered to absorb extreme demand without compromising service quality or consistency.
The program included:
- Rapid contact center mobilization: We established a recall operation staffed by trained agents operating in more than 50 languages.
- Scalable infrastructure: The contact center was capable of absorbing an 820% increase in inbound traffic without service degradation.
- Secure digital claims management: Our team deployed a web-based reimbursement claims portal, supported by secure workflows for efficient document submission, automated verification and fraud detection.
- Aligned, real-time coordination: Continuous integration with OEM teams ensured customers received accurate, up-to-date information as guidance evolved.
Throughout the event, the focus remained constant: stabilize the customer experience and protect confidence, while allowing the OEM to retain regulatory control.
The results
Over a six-month recall period, Sedgwick delivered measurable, business-critical results for the automaker.
- Maintained service continuity under pressure: More than 50,000 calls were managed, with over 90% resolved within agreed service levels, even at peak volumes.
- Improved the customer experience: Despite surging demand, hold times and call durations fell as operations stabilized, reducing frustration and repeat contact.
- Accelerated reimbursement processing: Thousands of claims were processed through auditable workflows, easing administrative burden on the OEM and expediting customer payments.
- Protected brand trust during a high-visibility event: Consistent, informed and empathetic communication reinforced the OEM’s commitment to safety, transparency and customer care.
This is what effective recall surge support looks like when it is engineered for control, compliance and brand protection, not just volume absorption.
Protecting the automotive industry for 30+ years
As the automotive industry advances toward an autonomous, electrified and connected future, automakers must navigate a new era of product safety.
Since 1995, Sedgwick has supported leading automakers through moments of heightened recall exposure — scaling customer engagement, upholding regulatory compliance and safeguarding brand trust when it matters most.
Recall leadership, proven at scale:
- Global delivery at scale: 150+ countries and 50+ languages supported
- Depth of experience: 8,000+ recalls and remediation programs successfully managed
- Proven market impact: 500M+ products safely removed from the market worldwide
- Established heritage: 30+ years of disciplined, regulator-aligned recall leadership
A conversation, when it’s useful
Every recall is different, but the pressures automakers face are remarkably consistent.
If you are considering how your organization would manage customer engagement, claims handling and operational scale during a high-visibility product safety event, a short conversation can help clarify what readiness really looks like in practice.
Request a call or arrange an introductory discussion with Wayne.
Wayne Mitchell
Senior Vice President, Global Business Development
Wayne brings more than 25 years of experience in the automotive industry, guiding global manufacturers in the design and delivery of strategically aligned product safety solutions.
Prior to joining Sedgwick, Wayne held multiple roles at ALLDATA, a global automotive software and services company, ultimately serving as head of sales and operations. In this capacity, he delivered OEM-focussed solutions to dealerships, automotive aftermarket organizations, and the collision industry, driving operational performance and commercial growth across complex markets.
Wayne studied at Regis University in Denver, Colorado and Vanderbilt’s Owen School of Management in Nashville, Tennessee. He is a licensed airframe and power plant technician, and an active member of the Society of Consumer Affairs Professionals (SOCAP) and the Specialty Equipment Manufacturers Association (SEMA.)
Get deeper insights with our Recall Index
For more than a decade, Sedgwick’s Recall Index report has set the benchmark for product safety intelligence — combining rigorous data analysis with an unbiased perspective on the emerging trends shaping the automotive risk landscape.
The latest edition delivers a focused 2025 year-in-review, analyzing the structural, regulatory and economic forces influencing product safety exposure — and what this signals for automakers as they navigate the remainder of 2026.
Download your copy now and discover why the Recall Index is trusted by automotive safety and risk leaders in more than 100 countries.
