We often state this when talking about the ProgiLog service of online follow-up on repairs, but a recent study reaffirms this important point:
“Auto body shops handled the increased repair volume well, and insurance companies did a good job of keeping their customers informed, which helped manage customer expectations,” said Jeremy Bowler, senior director of the insurance practice at J.D. Power and Associates. “Communication between insurance companies and their customers is vital to satisfaction during the claims process. Customers tend to be significantly more satisfied when their insurer lets them know when they can expect their vehicle to be fixed and then provides updates along the way, than are customers whose insurance company provides less communication.”
This report from the americain company J.D. Power and Associates, published in january 2012, bases its conclusions on more than 3,500 responses from auto insurance customers who filed a claim within the previous 6 months.