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

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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

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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