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New Study Finds High Levels of Satisfaction with Auto Insurance Claims Process

Survey found that 78.3 percent of drivers favor insurance companies offering a recommendation of shops that provide quality repairs.

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A new survey released by the Property Casualty Insurers Association of America (PCI) indicates that strong majorities of customers are very satisfied with the automobile insurance claims process.

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The survey explored driver sentiment regarding the auto body repair process following a car accident. It found that 55.8 percent of drivers are either very or extremely satisfied with the insurance claims process. Additionally, 69 percent of respondents believe their insurance company would give them plenty of choices for locations to repair their automobile if they were in an accident.

The most recent J.D. Power study on the auto insurance claims process reinforces the findings in the survey. According to J.D. Power, overall customer satisfaction with the auto insurance claims process has improved steadily during the past five years.

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“Following an accident, consumers, repairers and insurers have the same goals: a quality repair, a swift return of the vehicle to the road and an easy and hassle-free experience. And based on this survey, consumers are very satisfied with the insurance claims process,” said Bob Passmore, senior director personal lines for PCI. “Insurers want their policyholders to be satisfied with the repair process and place a lot of emphasis on creating a customer-centric process that results in a high-quality repair and customer choice regarding where the repair is made.”

The survey also found that 78.3 percent of drivers favor insurance companies offering a recommendation of shops that provide quality repairs.

“Consumers often have limited information about their repair options after an accident,” said Passmore. “To get information, you can turn to a trusted neighbor or friend, or you can consult your insurance agent or company. Insurers work with the auto body repair process every day and can offer choices for consumers. We believe consumers should have the ability to make an informed decision when selecting their auto repair facility, and consumers benefit from more, rather than less, information.”

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The survey by GS Strategy Group was conducted January 27-29 of 1,000 likely voters nationwide and yielded a margin of error of 3.10 percent at the 95 percent confidence level. To view the survey, click HERE.

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