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


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 ›

China Auto Sector is Shadowed by Urban Gridlock

Guangzhou, the third-largest city in China, has decided to emulate Beijing and Shanghai in clamping down on the number of cars on the road. Once known as Canton, this city has experienced rapid economic growth because it is near Hong Kong. Deciding to emulate Beijing, which is the second-largest city and capital of China (PRC), and Shanghai, the largest in population size, by clamping down on the number of cars on the road, may hurt the Chinese domestic automotive industry, even if in the short term it brings a purchasing frenzy.

Only two days after the measure was introduced, the market value of the two listed companies in the area, Guangzhou Automobile Industry Group and Shanghai Automotive Industry Corporation, fell by nearly 16 billion Yuan ($2.5 billion, 2 billion euros). While these figures leave little doubt about how big a hit the automotive industry will take, the question is whether a simple step such as restricting licenses can really solve congestion problems in big cities. Continue reading ›

The Long and Short of Luxury Cars in China

Jenny Gu

Long-wheelbase luxury car models are most common in China. Audi established this segment in 2005 with the introduction of the long-wheelbase A6, which proved to be popular with buyers in China. Audi’s competitors soon followed with their own entries, and now China is the only market in the world to offer long versions of the BMW 3 Series, Mercedes-Benz E-Class, and Mercedes S80L.

Until recently, extended-base luxury cars were the most popular in China. But as the market has grown, car buyers’ tastes and preferences have begun to change and diversify. Buyers increasingly are beginning to favor standard-wheelbase vehicles. This trend has been spotted by BMW, which is now offering stretched and standard-wheelbase versions of its cars. We think this is both a bold and astute move.

The powertrain and trim levels between the two wheelbase versions are largely the same. Typically, however, the long version will exhibit slightly higher top speeds and better acceleration, while the standard version will have slightly better handling. Continue reading ›