Study Reveals Key Drivers Of Customer Satisfaction In Vehicle Claims And Repair Process

Findings from CCC Intelligent Solutions’ Moments of Truth study reveal that consumer satisfaction with insurers and repairers in a claims experience is closely linked, and that their collaboration plays a pivotal role in each other’s satisfaction scores. The research also indicates that satisfaction with the claims process may not impact insurer loyalty.

The study, based on data from 2,400 policyholders who participated in the research, examined nearly 50 moments in the vehicle claims and repair process. According to CCC, the insights suggest that many consumers view their interactions with insurers and repairers as a single cohesive experience and do not differentiate between their experiences with insurers and repairers.

“Our findings suggest that while speed has long been prioritised, transparency and clear communication about the claims process and repair needs play an even more significant role in consumer satisfaction,” said Maryling Yu, Vice President of Marketing at CCC.

“The study found that even when a consumer has indicated high satisfaction with their insurer, it may not tell the insurer much about whether they will ultimately switch. We hope these insights will help the industry in navigating today’s challenges and delivering better outcomes.”

Other key findings from the Moments of Truth study include:

• Four of the moments of truth for insurer satisfaction were repairers’ responsibilities, while two of the moments of truth for repairer satisfaction were in the realm of insurer responsibilities.
• When repair satisfaction is rated as “very satisfied”, the percentage of consumers who were “very satisfied” with their insurer increased by 17 per cent.
• Interactions with repair facilities directly impact how customers perceive their insurer, with 42.5 per cent of consumers surveyed reporting that their interaction with the repair facility changed their perception of the insurer.
• The top moments of truth for satisfaction with insurers and repairers both had to do with transparency and clear communications around the claims process and vehicle repair needs. Speed also showed up in several moments of truth but had smaller impacts than transparency.

When it comes to insurers:

• Policyholders who owed more on their loan than what their vehicle was worth in a total loss scenario were more likely to switch insurers.
• Consumers involved in accidents that resulted in an injury were more likely to switch carriers.
• First-time claim filers, despite reporting higher satisfaction with carriers, were more likely to switch carriers.
• Clear communication about the claims process is the top moment of truth for consumers’ satisfaction with insurers.
• High-quality repairs, offering ‘loaner’ vehicles, and minimising length of time to schedule and complete vehicle repairs were moments of truth for consumers’ satisfaction with insurers.

When it comes to repairers:

• A transparent, detailed explanation of repair needs was the top moment of truth influencing repair satisfaction, outweighing the speed of repairs.
• Satisfaction is influenced by factors outside repairers’ control, such as whether the insurer provides clear communications about the claims process and a satisfying initial contact after the accident.
• 88 per cent of respondents wanted at least weekly updates, with nearly half expecting communication every two to three days.