A motor claims survey, conducted amongst customers of 15 of the UK's leading motor insurers*, found that almost nine out of ten claimants (87%) were satisfied with the service received during their claim and 84% had their expectations of the final outcome/settlement met or exceeded.
The GIMRA (General Insurance Market Research within Aura) Motor Claims Survey, conducted via telephone by Harris Interactive, interviewed over 2,800 policyholders.
Rosie Hayes, chair of GIMRA, told how the claims process is a major test of the service offered by insurers: "It is imperative for insurers to ensure policyholders receive the best possible service when making a claim. This survey highlights the benefits of being with a reputable insurer which will make the duration of this emotional experience as easy and hassle-free as possible.
"At a time when the UK has been battling with severe weather, causing dangerous driving conditions, communication from the very outset of a claim is extremely important to set and maintain expectations. Pleasingly, 81% of claimants said they had been given a clear explanation of the claims process after first reporting the claim, and 78% clear guidance on whether their type of claim would be covered."
Based on their claims experience, 77% of respondents said they have already renewed or are likely to renew their motor insurance with the same insurer, with 80% likely to recommend their motor insurance provider.
The research also highlighted how well insurers have been able to achieve and deliver on the Financial Services Authority's (FSA) Treating Customers Fairly initiative, with 91% of respondents satisfied that their claim was handled fairly, 82% agreeing they could trust their insurance provider and 81% had confidence in their insurance provider during their claim.
* Respondents surveyed include customers of Allianz Insurance, Aviva, AXA, Co-operative Insurance, Cornhill Direct, Diamond, Elephant, Fortis, Groupama Insurances, Highway, LV=, MMA, MORE TH>N (RSA), NFU Mutual and Zurich.
Notes to Editors:
January 2010 - The GIMRA (General Insurance Market Research within Aura) Motor Claims Monitor is an ongoing survey of motor insurance customers in the UK who have made a claim on their policy.
The survey includes customers from 15 UK insurance companies (Allianz, Aviva, AXA, Co-operative Insurance, Cornhill Direct, Diamond, Elephant, Fortis, Groupama Insurances, Highway, LV=, MMA, MORE TH>N (RSA), NFU Mutual and Zurich).
Source/Survey Methodology
Wave 2 2009 of the GIMRA Motor Claims Monitor was conducted by telephone by Harris Interactive between June and November 2009, among 2,813 UK adults aged 18+ who had a motor insurance claim settled between April and September 2009. All data is unweighted.
About Harris Interactive®
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For further information please contact:
Rosie Hayes (Allianz Insurance plc), Chair of GIMRA on 01483 552395 or Farzana Badar, Research Manager Financial Services at Harris Interactive on +44 (0)20 8263 5200