Car
Insurance web site blog
This blog is
a collection of diary entries, news, gossip and other motoring related
information.
Car Insurance claims Champions named
Car insurance customers have named the companies that give the best service
when making a claim in new research by Consumer Intelligence.
The top ten motor providers were names Customer Claims Champions for 2007.
These are (in alphabetical order):
- Churchill
- Co-operative (CIS)
- esure
- Fortis
- Frizzel
- Lloyds TSB
- Prudential
- Royal & Sun Alliance
- Saga
- Zurich
"The winners are companies that have made a positive effort to handle car
insurance claims in a sympathetic manner at a time of great stress to the
consumer." says Ian Hughes, Managing Director at CI.
Over a 12 month period, Consumer Intelligence interviewed over 20,000
consumers. The 2,400 who admitted having a claim with their current
insurer were then asked to rate their insurer for each of the following
elements:
- Ease of making a claimSympathetic handling of the claim
- Level of information provided by the insurer during the claim
- Speed of resolution
- Quality of hire car
- Friendliness of staff
- Quality of repair
"The overall approval rating for insurance companies fell by just 1% over
the year to 74%. “The trend is gradually downward, probably reflecting the
increased need to manage the claims process as price pressure is placed on
companies"” adds Ian Hughes.
“"The results show that some companies are able to deliver excellence in claims management and control their loss ratio. Different companies approach this in different ways. Some use technology at the front end, some streamline the claims supply chain. Companies that put claims high on the priority ladder can gain substantial competitive advantage through increased customer loyalty and retention,"” concludes Hughes.
The biggest area of customer disappointment was the quality of the temporary replacement car. Nearly 41% of all claimants felt they had not received a courtesy car that met with their needs. Other metrics had only 10% of people disagreeing. Clearly this is an area companies should address as research clearly demonstrates the connection between a positive claims experience and loyalty with 15% stating they would be more likely to renew.
Posted
: 10/10/2007 21:37:35
To view the
full Car
insurance blog, click
here
|
