CCC: Consumer Satisfaction in Claims Experiences Linked to Insurers and Service Quality

Consumer satisfaction in auto insurance claims experiences are closely linked with insurers and repairers offering high-quality service and minimizing the time to schedule and complete repairs.

A report by CCC Intelligent Solutions based on data from 2,400 policyholders who participated in the research examines nearly 50 moments in the auto claims and repair process to identify trends in customer claims experience.

The majority of people surveyed (67%) had a college degree, 84% were homeowners and 64% had a household income of above $75,000.

Findings from the CCC Moments of Truth study include:

• Interactions with repair facilities directly impact how customers perceive their insurer, with 42.5% of consumers surveyed reporting that their interaction with the repair facility changed their perception of the insurer.
• When repair satisfaction is rated as “very satisfied,” the percentage of consumers who were “very satisfied” with their insurer increased by 17%.

The report found that three key factors increase the likelihood of switching insurers: the ability to cover a loan gap in a total loss; consumers who were involved in an injury accident were likely to switch; and first-time claim filers were more likely to switch despite reporting a higher satisfaction with insurers.

However, the primary reason people switch insurers is a rise in insurance premiums after accident. One quarter of respondents gave that reason .

Factors that increased customer satisfaction with repairers are:

• A transparent, detailed explanation of repair needs, outweighing the speed of repairs.
• Frequency of contact being “just right” is key, with 88% of respondents wanting at least weekly updates, and nearly half expecting communication every two to three days.

The study also found that insurer satisfaction scores were significantly impacted when policyholders received their deductible back, but only for lower household income levels.

The survey included more than 120 questions covering various aspects of the claims and repair process. The questions entailed:

• 12 screening questions to check for eligibility and that respondents were paying attention
• 6 demographic questions
• 28 questions on collision and notification
• 51 questions on claims management experience – vehicle & injury
• 18 questions on rentals & loaners
• 30 questions on repair experience