American Property Casualty Insurance Association
  • Staff Contact: Jeffrey Brewer     
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  • February 10, 2015
  • New Study Finds High Levels of Satisfaction with Auto Insurance Claims Process
  • CHICAGO - While having a car accident always creates some inconvenience, a new survey released today by the Property Casualty Insurers Association of America (PCI) shows that strong majorities of customers are very satisfied with the automobile insurance claims process.

    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 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.

    “Following an accident, consumers, repairers and insurers have the same goals; a quality repair, a swift return of the vehicle to the road, 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.”

    While customers always have the option to take their vehicle to the body shop of their choice, the survey 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.”

    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.

  • PCI promotes and protects the viability of a competitive private insurance market for the benefit of consumers and insurers. PCI is composed of nearly 1,000 member companies, representing the broadest cross section of insurers of any national trade association. PCI members write more than $195 billion in annual premium, 35 percent of the nation's property casualty insurance. Member companies write 42 percent of the U.S. automobile insurance market, 28 percent of the homeowners market, 33 percent of the commercial property and liability market and 35 percent of the private workers compensation market.
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