The proliferation of smartphones and tablets is growing at an exponential rate. We can book travel and schedule vehicle service appointments. We can even manage many aspects of an insurance claim—from reporting the claim to communicating with the adjuster or collision shop.
But while you're more than able to review claims in your claims system and monitor communications from your adjusters, insureds and claimants, do you have that same confidence that your direct repair shops are communicating effectively?
A recent claims-satisfaction study by J.D. Power and Associates indicates that customer-satisfaction touch points consist of 62 percent claim-estimation process, 36 percent collision-shop experience and 2 percent rental-car experience. That means when your customer goes through your Direct Repair Program (DRP) process, you are outsourcing 98 percent of customer touch points to your collision shop. As a responsible insurer, you need to be fully aware of the processes direct repair shops have in place for communicating with vehicle owners. You also need to make sure those processes are clear and add value to the claims experience.
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