Bray’s Report

When choosing the services of an auto damage appraisal company, what is the primary focus for claims managers? What do the adjusters themselves look for?  These questions are vital for those companies looking to provide the best service. In the recent annual 2008 edition of “The Auto Damage Appraisal Survey”, some interesting facts were revealed. 500 claims managers and 750 adjusters were contacted for this report. The following are some of the “key” factors separated by managers and adjusters and ranked from 1-5 in importance with 1 being primary.

Managers:

1. We want strict adherence to our business rules

2. Low cost, low fee appraisals

3. 24 hour contact with owners

4. Cycle time

5. Few complaint calls to my staff

Adjusters:

1. Supplement cycle time

2. Adherence to guidelines

3. Low appraisal fees

4. Cycle time

5. 24 hour contact with vehicle owners

The interesting feedback shows that cycle time, which was a hot button issue in 2007, has dropped in the rankings to a mid level concern. Appraisal quality, supplement cycle time and low fees were the factors most important to managers and adjusters. With customer service as the buzz word these days due to a highly competitive auto insurance market, our survey team was a little surprised by the lack of importance placed on cycle time as in past years. The focus now appears to be strict adherence to a company’s business rules while resolving supplements quickly. 

All of these surveyed factors are vital in their own right to the success of a claims department. Failure to follow business rules leads to excessive leakage and poor supplement handling can lead to delayed repairs and excessive rental. At the same time, however, poor cycle time leads to customer dissatisfaction. 

In the ever changing insurance industry, the key focus points can change rapidly.