The Challenge

A customer’s claims experience may be the most critical touch point they have with their auto insurer. To positively impact retention and advocacy, insurers need to know why customers are satisfied or dissatisfied with their experience and what competitors are doing to meet their customers’ expectations throughout the claims experience.

The Solution

The J.D. Power 2015 Canadian Auto Claims Satisfaction StudySM provides an analysis of claimants’ perceptions of their insurer’s performance throughout the entire claims experience, from first notice of loss through the repair and delivery of the vehicle, or settlement of the total loss. The study provides insights into how insurers may continue to improve satisfaction with the claims process, and also how companies may differentiate themselves to help ensure retention and advocacy, both of which are critical to growth and profitability.

A study subscription provides access to the tools needed to gain a comprehensive, in-depth understanding of how your company is performing and access to information to identify areas needing improvement.

Study deliverables include:

  • Analyst briefings that provide insights into key industry trends and study findings, allowing your company to maximize performance throughout the entire claims process
  • Access to a personalized competitive data set, allowing you to see how your company stacks up against competitors, the industry, and the highest performers
  • A detailed performance analysis that displays key performance metrics and frequencies
  • An executive presentation that provides a summary of your company’s results against those of key competitors, as well as industry best practices

The Benefits

Insurers that subscribe to the study are better able to understand their competitive position at a detailed level, allowing them to pinpoint critical areas for improvement and make prudent investments in the service areas that matter most to customers.