Collaboration could focus on…

Transparency: The study found that the two top moments that most impacted insurer satisfaction and repairer satisfaction had to do with transparency. For insurer satisfaction, the top moment was clear communications about the claims process. For repairer satisfaction, the top moment was a transparent and detailed explanation of repair needs. Clearly, customers want to know what's going to happen and when and how they're going to get back to normalcy. This indicates that insurers and repairers should work together to provide this transparency.
Speed: Unsurprisingly, the study found several key moments centered around speed, since the consumer is experiencing a major life disruption. According to the findings, consumers greatly valued receiving a clear and estimated timeline of when the vehicle will be ready, as well as the repairer meeting that timeline. They also valued a satisfying drop-off experience, which suggests that the quicker they got in and out, the happier they were. And finally, a significant "negative" moment in both insurer and repairer satisfaction was the length of time it took to get the repaired vehicle back — the longer it took, the less satisfied they were. This suggests that both carriers and repairers should work together to deliver swift and accurate turnaround times.
Technology: When insurers and repairers recognize that they are part of a value chain ecosystem, they understand the importance of utilizing a common platform. That technology platform needs to orchestrate high-quality, intelligent experiences that maximize satisfaction for consumers across the ecosystem, while simultaneously optimizing the on-the-job experience for employees and the business performance for all parties involved.

The path to improved customer satisfaction lies in better collaboration between insurers and repairers. By recognizing interdependence and focusing on shared goals, both parties can deliver a seamless experience that meets or exceeds customer expectations.

Special Reports /

Better insured UX demands carrier-repair shop synchronicity

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