Collaboration Takes Center Stage in Claims ManagementHow Insurance Carriers and Auto Repairers Can Partner to Achieve
Business Results and Deliver Customer Satisfaction
Patrick Burnett, Associate Vice President of Property & Casualty Claims - Material Damage, Nationwide Insurance
Mary Jo Prigge, President Service OperationsCCC Information Services Inc.
Today’s Discussion
Customer Satisfaction – A JourneyConsumer TrendsChanging APD Claims LandscapeHow to AddressCarrier Perspective
3
Customer Satisfaction Canvas
Sources: http://csi.mckinsey.com/knowledge_by_topic/consumer_and_shopper_insights/consumer_experience_journey and http://files.thisisservicedesignthinking.com/tisdt_cujoca.pdfand McKinsey & Company, “The three Cs of customer satisfaction: Consistency, consistency, consistency”, March 2014.
Pre‐service Period
• Advertisements/ Public Relations
• Social Media• Word‐of‐mouth• Past Experiences
Service Period
• Service Journey (multiple coordinated touch‐points across multiple channels)
Post‐Service Period
• Customer Relationship Management
• Social Media• Word‐of‐mouth• KPI reporting for carriers and shops to raise performance
Expectations Experiences Satisfaction / Dissatisfaction
Time Spent on Digital Platforms Grows
Source: comScore. U.S. Digital Future in Focus, 2014, page 8.
Lower Price & Personalized Service
Source: www.propertycasualty360.com, “Accenture: Consumers Willing to Buy Insurance from Banks, Google, Amazon.” February 7, 2014. http://www.oracle.com/us/corporate/press/1883120.
0% 20% 40% 60%
Ages 18-24
Ages 25-34
Ages 35-54
Ages 55+
Will Pay More for Auto Insurance w/ Personalized Service
Research conducted by Oracle found that 81% of shoppers
willing to pay more for better customer
experience
Consolidation in Personal Auto Market
54%58%
64%68%
76%
0%
10%
20%
30%
40%
50%
60%
70%
80%
1970 1980 1990 2000 2012
Top 15 Writers Share of Personal Auto Premium
Source: Auto Insurance Report, June 3, 2013..
Collision Repair Marketplace Evolves
2006 2011 2012
# of $20M MLO Organizations 57 65 68
Percent of collision repair revenue nationally 9.1% 13.4% 14.7%
Percent of number of collision repair locations nationally 2.0% 3.1% 3.9%
“A Profile of the Evolving Collision Repair Marketplace”Statistics on Multiple‐Location Operators
Source: CollisionWeek, Research from The Romans Group
Combined (MLO’s $20+M and MLO’s $10M-$20M and MLN’s) these shops accounted for 23.5% of the
annual collision repair revenue for 2012
Regional and National MSO Volume Grows
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013
Multi-Store Operators’ Share of Annual Uploaded DRP Appraisal Count
Source: CCC Information Services Inc.
10
More Choice & Personalized Service
11
Providing Customers More Repair Options
Helping the Customer Pre-Service
Leveraging Customer’s Mobile Device
Customers Trust Others’ Reviews Most
Repairers Use Mobile to Engage Consumer
BuildTrust
KeepInformed
DetectSentiment
Measure Satisfaction
16
Customer Satisfaction is More Than a Single Score
Reviews
Excellent customer service! Definitely feel that every employeewanted to make sure I was not only satisfied, but understood the repair status as time went by. I would recommend the company to anyone who needed collision repair.
RecognitionI was trying to figure out how to get my car before the store closed. Sensing my frustration in trying to figure this out, Jackiecalled my insurance agent and requested my rental be extended so I wouldn't have to worry about it! I thought that was above and beyond!!
16
When I went to pick up the car, it had been parked under a tree, and had bird droppings on the windshield and the driver side window and door panel. The employee noticed it, and offered to have it washed; however, I couldn't wait. Not a complaint, but it should be noted to prevent it in the future.
Suggestions
The Consumer’s Claim Journey
Sources: http://csi.mckinsey.com/knowledge_by_topic/consumer_and_shopper_insights/consumer_experience_journey and http://files.thisisservicedesignthinking.com/tisdt_cujoca.pdfand McKinsey & Company, “The three Cs of customer satisfaction: Consistency, consistency, consistency”, March 2014.
Pre‐service Period
• Advertisements/ Public Relations
• Social Media• Word‐of‐mouth• Past Experiences
Service Period
• Service Journey (multiple coordinated touch‐points across multiple channels)
Post‐Service Period
• Customer Relationship Management
• Social Media• Word‐of‐mouth• KPI reporting for carriers and shops to raise performance
Expectations Experiences Satisfaction / Dissatisfaction
Instant Information
Rising Expectations
Kept Informed
Quicker Resolution
Status / CSI
Self Managed
Shared Guidelines
Data & Analytics
Customer Choice
Configurable Workflows
Integration
Resource Alignment