First Call to Insurer Sets Tone for Canadian Auto Insurance Claimant Satisfaction

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Jeremy Bowler

Although settlement of an auto insurance claim is the most important factor among six measures* evaluated in our 2013 Canadian Auto Claims Satisfaction Study, the first phone call that a claimant makes to the insurance provider or agent after an accident or vehicle damage incident sets the tone for the whole claims process. The first notice of loss call averages 18 minutes, according to the study.

 Auto Insurance Claimant Satisfaction Differs by Province

Our inaugural Auto Claims Satisfaction Study in Canada finds that satisfaction with the auto claims experience varies between provinces. For instance, satisfaction ranges from a high index of 840 (on a 1,000-point scale) in Quebec to only 753 on average in Manitoba. Satisfaction scores for some of the other regions are: Ontario (800); Alberta (770); British Columbia (767); and Saskatchewan (760).

Overall, the industry satisfaction score with the auto claims experience in Canada averages 787. Continue reading ›

Canadian Auto Insurance Policyholders are More Satisfied with Carriers

Lubo Li

Customer satisfaction with Canadian auto insurance companies improves this year in each of the three geographic regions evaluated, mainly due to fewer premium increases in addition to higher satisfaction with policy offerings, according to results in our 2012 Canadian Auto Insurance Study. This year’s study is based on responses from 11,620 auto insurance policyholders. Some findings from each of the regions are highlighted below:

Quebec Region

Satisfaction in the Quebec region increases by 17 points (based on a 1,000-point scale), which is the largest increase in score among all three regions from 2011. Satisfaction increases significantly in two of the five factors* that make up the overall customer satisfaction index: billing and payment (+21 points) and price (+19 points). In addition, only 11% of customers in the Quebec region say they experienced an insurer-initiated rate hike—the lowest percentage in all three regions.

La Capitale ranks highest in customer satisfaction among Quebec’s auto insurance companies with a score of 850 (on a 1,000-point scale). In fact, La Capitale receives the highest index score among carriers in all three regions this year. Continue reading ›

Satisfaction with Auto Insurance Providers Improves in Canada

Lubo Li

Although more than one in four (26%) auto insurance customers in Canada say their policy premium increased this year from last year, the overall national satisfaction index with providers improves by 13 points from 2010, to 740 on a 1,000-point scale, according to our 2011 Canadian Auto Insurance Study, which is based on responses from 11,286 auto insurance policyholders.

This year, a number of auto insurance companies in Canada were able to offset the negative impact of higher premium prices by providing proactive communications and by helping their customers explore options to reduce costs. We find that when insurance providers give advance notice to customers about premium increases and explain available options, satisfaction with price improves by more than 100 points, on average, in comparison to the satisfaction levels among customers who don’t receive advance notice.

At the same time, the percentage of customers who do receive advance notice about a premium increase and are told about coverage/discount possibilities, such as for multiple vehicles or bundled home and auto polices, remains low—only 16% on average. Continue reading ›