SCRS Report on Repair Facility and Insurance Company Relationships September 15, 2007

Transcription

1 SCRS Report on Repair Facility and Insurance Company Relationships September 15, 2007 Market Research by

2 Survey Questions SCRS Insurer Relations Survey Executive Summary Good morning/afternoon. This is calling from CSi Complete on behalf of SCRS, the Society of Collision Repair Specialists. Are you a manager or the shop owner? (If not, try and get person on the phone). SCRS is a national association representing collision repairers and would like us to ask you a few questions about issues repair facilities are having with insurance companies. Your name and company name will not be used, but overall results will be used by SCRS to help improve insurer/repairer relationships. To start, I m going to read a list of issues to you that some repairers have recently experienced with different insurance companies. I would like you to rate the severity of the issue as it relates to your personal experience and business by putting each issue into one of the following four categories: Dramatically Somewhat Has Little Impact No Impact Losing customers to steering Lack of training/knowledge of adjustors/field staff Suppressed labor rates Database abuse or manipulation DRP requirements Insurer dictating the repair Third party desk reviews Refusal to acknowledge P-pages Fear of reprisal or threats from the insurer to comply Are there any issues not listed that dramatically impact your business? (open ended) (For each Dramatically Impacted result, we will then go back and ask which insurance companies come to mind). 1

3 I would now like you to characterize your business relationship with the following insurance companies. Please define the relationship as either: Business partners work with out of necessity Don t do business with them State Farm Allstate GEICO Progressive Nationwide AIG American Family Farmers Liberty Mutual The Hartford Travelers USAA AAA After each insurance company, ask additional question of, On a scale of 0-10 with 0 being the lowest and 10 being the highest, how would you rate your relationship with (insurance company)? Thank you. You have been very helpful. Number of Completed Interviews: 300 Statistical 95% confidence overall Individual Repair Facilities: 253 Multi-Shop Operations: 23 Dealership Repair Facilities: 24 States Represented: 38 2

4 s Executive Summary State Farm Allstate GEICO Progressive Nationwide AIG American Family Farmers Liberty Mutual The Hartford Travelers USAA AAA

5 Executive Summary s 0-10 Scale Results by PIF State Farm Allstate GEICO Progressive Nationwide AIG American Family Farmers Liberty Mutual The Hartford Travelers USAA AAA 6.9 Scale Result by PIF 0-10 Scale Results Highest to Lowest State Farm USAA The Hartford AAA Travelers American Family Farmers Liberty Mutual GEICO AIG Allstate Nationwide Progressive 6.9 4

6 Issues Report Dramatically Somewhat Little Impact Losing s to Steering No Impact Dramatically Somewhat Little Impact Lack of Training/Field Staff No Impact

7 Issues Report Dramatically Somewhat Suppressed Labor Rates Little Impact 8.33 No Impact 8.66 Dramatically Somewhat Little Impact Database Abuse or Manipulate No Impact

8 Issues Report Dramatically Somewhat DRP Requirements Little Impact No Impact Dramatically Somewhat Little Impact Insurer Dictating the Repair No Impact

9 Issues Report Dramatically Somewhat Little Impact Third Party Desk Reviews No Impact Dramatically Somewhat Little Impact Refusal to Acknowledge P-Pages No Impact

10 Issues Report Dramatically Somewhat Little Impact Fear of Reprisal or Threats from Insurer No Impact

11 State Farm State Farm State Farm 10

12 Allstate Allstate Allstate 11

13 GEICO GEICO GEICO 12

14 Progressive Progressive Progressive 13

15 Nationwide Nationwide Nationwide 14

16 AIG AIG AIG 15

17 American Family American Family American Family 16

18 Farmers Farmers Farmers 17

19 Liberty Mutual Liberty Mutual Liberty Mutual 18

20 The Hartford The Hartford The Hartford 19

21 Travelers Travelers Travelers 20

22 USAA USAA USAA 21

23 AAA AAA AAA 22