2018 SURVEY RESULTS Collision Repairer Survey of Insurers Collision Repair Association and Motor Trade Association - Medical Assurance Society
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June 2018 2018 SURVEY RESULTS Collision Repairer Survey of Insurers Collision Repair Association and Motor Trade Association
OUR THANKS TO THOSE WHO TOOK PART IN THE 2018 COLLISION REPAIRER SURVEY OF INSURERS.
01
Welcome to the 2018 Collision Repairer
Survey of Insurers..
This booklet contains the summarised For the 2018 survey we asked the same
findings of the seventh joint Collision questions as in 2016 and ran the same
Repairer Survey of Insurers that was 1 to 5 scoring scale. We feel that these
recently conducted amongst businesses questions and scoring scale fairly reflect
within the collision repair industry. This what is happening in the collision repair
survey is the only one of its kind in New industry today.
Zealand, where collision repairers get their
chance to comment on the performance For the 2018 survey we are pleased to
of insurance companies that they have include Ando in the survey for the first time,
worked with over the previous 12 months. bringing the total number of insurance
The survey was conducted jointly by the companies reported on to 13.
Collision Repair Association (CRA) and the
CRA and MTA have great pleasure in
Motor Trade Association (MTA), during the
presenting the results of the 2018 Collision
month of March 2018.
Repairer Survey of Insurers to you.
Regards
Neil Pritchard Graeme Swan
General Manager Sector Specialist - Repair
Collision Repair Association Motor Trade Association02
2018 Survey of collision repairer’s
opinion of insurers offering motor
vehicle accident insurance.
Responses for each insurance
The objective of this survey company
is to gain an accurate
No. of
reflection of the opinions Insurer
responses
of collision repairers as to AA 200
Allianz 94
the service delivery Ando 107
of insurers. FMG 171
IAG 235
Who was surveyed? Medical Assurance 172
QBE 167
Collision Repair Association members and
SmartPAK 129
the collision repair members of the Motor
Trade Association. Tower 190
Toyota Insurance 87
When and how were businesses Vero 225
surveyed? YOUI 75
During the month of March 2018, an online Zurich 150
survey service was utilised to conduct the
survey. Collision repairers were emailed and Questions asked
encouraged to go online to carry out the Respondents were asked to rate each
survey. Those willing to do so completed insurer on the following questions.
the survey. A rating of 1, poor, to 5, excellent, was
given. Not Applicable (N/A) was also a
How many businesses completed possible answer.
the survey?
242 members of CRA and MTA collision Claims process
repair members completed the survey. 1. Time taken for claim to be accepted
2. Time taken from submitting
Which insurers were surveyed and how
assessment until authorised to
many responses related to each?
start repair
• 13 Insurance companies surveyed 3. Ease of integration of your
estimating system to this
• 2,002 total responses across all insurers
particular insurance company
4. Repairers administration time per claim
5. How do you rate the parts sourcing
process?03
Financial • Claims process index
1. Consistency of assessors The claims process results provide an
2. Fairness of unit labour rate overview of claims efficiency. The 1 to
3. Fairness of unit time allowance 5 scores given by respondents to each
4. Fairness of paint allowance insurer for the questions in this index were
added and then divided by the number
5. Fairness of parts margin taking account
of responses.
of freight and success fee
6. Fairness of subcontracted work margins • Financial index
taking into account of maximum limits
7. Ease of invoicing The financial index results provide an
overview of the rate, allowances and
8. Promptness of payment
margins that each insurance company
Relationships provides. The 1 to 5 scores given by
respondents to each insurer for the
1. Relationship with your business questions in this index were added and
2. Technical competence of assessors then divided by the number of responses.
Additional questions • Overall results index
1. For the insurance companies that
The overall result combines all questions
you deal with, which ones are you
but weights those under ‘Financial’ at
a preferred repairer?
50% importance from a collision repairer
2. For the insurance companies that you perspective, ‘Relationships’ at 30%
deal with, what percentage of your importance and ‘Claims process’ at
revenues are from each? 20% importance.
3. Thinking about motor vehicle cover
which two insurance companies (in no Result tables
particular order) would you recommend The tables show the results for all insurers for
to friends, family and customers? which responses were received. It is noted
Please note that these additional questions that the number of responses received for
did not form part of the overall score some insurers is low so the results shown may
not be indicative of their true position.
Results groupings
Results closer to 1 indicate a less favoured
Results have been grouped into three areas position and those closer to 5 a more
as follows: favoured position.
• Relationship management index The ‘Industry Average’ line in each table is
an average of all results received relating to
The relationship questions have been that table.
combined to provide an overview of
relationship management. The 1 to 5
scores given by respondents to each
insurer for the questions in this index
were added and then divided by the Disclaimer
number of responses.
The results in this survey do not reflect the
opinions of either the CRA or the MTA,
but are the aggregate responses of the
members who took part in the survey.04
2018 OVERALL RESULTS INDEX
Medical Assurance 4.13
FMG 4.02
AA 3.68
Allianz 3.59
Vero 3.53
Industry Average 3.50
SmartPAK 3.47
QBE 3.41
Tower 3.40
Ando 3.40
Toyota Insurance 3.40
YOUI 3.22
Zurich 3.17
IAG 3.09
0 1 2 3 4 5
Medical Assurance once again top the overall survey results, with FMG in
second place and AA Insurance in third. The industry average has dropped
by 0.07 points, to 3.50.
2016 OVERALL RESULTS INDEX
Medical Assurance 4.25
FMG 4.07
Allianz 3.61
AA 3.61
Industry Average 3.57
Vero 3.52
QBE 3.51
Tower 3.47
SmartPAK 3.46
Toyota Insurance 3.41
IAG 3.37
Zurich 3.31
YOUI 3.28
0 1 2 3 4 505
2018 RELATIONSHIP MANAGEMENT INDEX
FMG 4.22
Medical Insurance 4.20
AA 3.93
Allianz 3.91
Vero 3.85
Industry Average 3.76
Toyota Insurance 3.72
QBE 3.68
Tower 3.67
SmartPAK 3.67
IAG 3.57
Ando 3.52
YOUI 3.52
Zurich 3.45
0 1 2 3 4 5
2016 RELATIONSHIP MANAGEMENT INDEX
Medical Insurance 4.29
FMG 4.19
Allianz 3.87
AA 3.86
Vero 3.80
Industry Average 3.77
IAG 3.73
QBE 3.71
Tower 3.67
SmartPAK 3.59
Toyota Insurance 3.58
Zurich 3.51
YOUI 3.48
0 1 2 3 4 506
2018 CLAIMS PROCESS INDEX
Medical Assurance 4.14
FMG 3.79
AA 3.77
Industry Average 3.47
Allianz 3.47
Tower 3.46
Toyota Insurance 3.43
SmartPAK 3.42
Ando 3.40
Vero 3.40
QBE 3.28
IAG 3.23
YOUI 3.17
Zurich 3.14
0 1 2 3 4 5
2016 CLAIMS PROCESS INDEX
Medical Assurance 4.28
FMG 3.90
AA 3.67
Industry Average 3.57
Tower 3.54
Allianz 3.54
Toyota Insurance 3.52
IAG 3.52
QBE 3.46
SmartPAK 3.46
Vero 3.40
YOUI 3.33
Zurich 3.26
0 1 2 3 4 507
2018 FINANCIAL INDEX
Medical Assurance 4.09
FMG 3.99
AA 3.51
Allianz 3.45
Vero 3.39
SmartPAK 3.37
Industry Average 3.36
Ando 3.33
QBE 3.30
Tower 3.22
Toyota Insurance 3.20
YOUI 3.06
Zurich 3.02
IAG 2.75
0 1 2 3 4 5
2016 FINANCIAL INDEX
Medical Assurance 4.22
FMG 4.06
Allianz 3.49
Industry Average 3.45
AA 3.44
QBE 3.42
Vero 3.40
SmartPAK 3.37
Tower 3.33
Toyota Insurance 3.26
Zurich 3.20
YOUI 3.13
IAG 3.10
0 1 2 3 4 508
2018 REGIONAL SPLIT
Southland
Otago 3% Northland
6%
5%
Canterbury
10%
Nelson, Marlborough,
West Coast
4%
Wellington Auckland
9% 32%
Taranaki, Wanganui,
Manawatu
9%
Hawkes Bay
6% Waikato/BoP
16%
Region Number of replies
Northland 13
Auckland 77
Waikato/BoP 38
Hawkes Bay 14
Taranaki, Wanganui, Manawatu 21
Wellington 23
Nelson, Marlborough, West Coast 10
Canterbury 24
Otago 14
Southland 8
ADDITIONAL QUESTIONS
In the 2018 survey there were three additional questions that did
not form part of the overall score.
1. Reliance on insurers
Respondents were asked to estimate, for the insurance companies that they
deal with, “What percentage of their revenues are earned from each insurer?”
Insurance company Reliance Percentage
IAG 57% (for 16% it was over 75% reliance)
AA Insurance 8% (for 2% it was over 75% reliance)
Vero 6%
Tower 6%
FMG 5%09
2. Who would you recommend?
Respondents were asked “Thinking about motor vehicle cover which two
insurance companies (in no particular order) would you recommend to
friends, family and customers.”
Recommendation Number of responses 2016 Responses
FMG 122 108
Medical Assurance 83 67
AA Insurance 78 52
IAG 65 88
Vero 48 55
Tower 29 37
Rather not say 16
Rather not say
4% Tower
6%
Vero
FMG
11%
27%
IAG
15%
Medical Assurance
19%
AA Assurance
18%
3. Preferred repairer
Respondents were asked “For the insurance companies that you deal with
which ones are you a preferred repairer?”
80%
70%
60%
50%
40%
30%
20%
10%
0%
AA
Tower
SmartPAK
Allianz
Ando
FMG
IAG
Medical
Assurance
QBE
Toyota
Insurance
Vero
YOUI
Zurich
Key
Preferred Non-Preferred N/AYou can also read
