CCIF survey results shine a light on industry secrets

By CRM staff

Montreal, Quebec — July 7, 2018 — At the most recent Canadian Collision Industry Forum, visitors were invited to provide some anonymous answers to questions during the conference’s presentations. The results have now been made public.

Asked at the first major collision industry forum after Aviva Canada’s investigation of the collision repair magazine was broadcast on CTV’s W5, a number of the questions focussed on visitors reactions to the story itself. What is particularly telling about the results is that a repairers views on the episode tend to be directly connected with whether or not they have personally witnessed insurance fraud. Slightly more than half of the respondents viewed the episode as an unfair depiction of the industry, while 45 percent had never witnessed any sort of fraud.

Interestingly, when it comes to reporting fraud, the percentage of repairers who come forward is actually higher than for the general population. More than a third of respondents said they reported fraud, where studies suggest that – at least when it comes to other non-violent crimes – witnesses come forward less than fifteen percent of the time.

While some might suggest that self-reported answers to questions about legal transgressions are difficult to believe, the CCIF’s anonymous answering system was designed to encourage honesty. About one-in-four repairers have paid tow truck drivers a referral fee. Only about one-in-eleven have helped customers offset their deductibles by inflating repair costs.

What is your reaction to the [March W5] episode [investigating fraud in repair facilities]?

		Responses
		(percent)	(count)
Not representative of the industry
Not representative of the industry		51.08%	71
Sad but true		48.92%	68
	Totals	100%	139


Have you ever witnessed insurance fraud?
Have you ever witnessed insurance fraud?
		Responses
		(percent)	(count)
Yes		54.35%	75
No		45.65%	63
	Totals	100%	138


Did you report it?
		Responses
		(percent)	(count)
Yes		36.94%	41
No		63.06%	70
	Totals	100%	111


Have you ever paid a tower referral fees to bring you a car?


		Responses
		(percent)	(count)
Yes		23.01%	26
No		76.99%	87
	Totals	100%	113


Have you ever tried to help a customer or as a customer ask for help to offset deductible by inflating the repair cost?


		Responses
		(percent)	(count)
Yes		8.74%	9
No		91.26%	94
	Totals	100%	103