THE 2024 INSURER REPORT CARD PAINTS A PICTURE OF SEESAWING RELATIONS
Story by ALLISON ROGERS
It takes collaboration to achieve success, especially in the intricate world of insurers and repairers. This collaboration often culminates in a delicate dance where cooperation teeters on the edge of contention.
In the ever-evolving landscape of insurers and repairers, the stakes are high, and the feedback is raw. Each year, Collision Repair magazine invites industry voices to share their candid experiences to capture the nuances of this intricate relationship. The results are tallied, grades are assigned and the narrative unfolds, revealing both triumphs and challenges in our annual Insurer Report Card.
This year’s report shows an even split between insurers with improved grades and repairers with diminished grades over the 2023 report. Five insurers—Economical Insurance, Intact Financial, TD Insurance, CAA Insurance and The Travelers—improved their grades over 2023, even if marginally. We applaud them for their efforts.
The top three insurers in this year’s report, all with B-plus grades, are—tied for first—the Co-Operators Group and CAA Insurance, followed closely by Saskatchewan Government Insurance (SGI).
Collision Repair notes that the Co-Operators Group has performed consistently as the top insurer in our Insurer Report Card since 2019. Congratulations to the organization for its efforts.
SGI has performed similarly well in recent survey years, scoring in the top three insurers since 2021. This year, SGI was the only insurer to receive an A-letter grade in any category. The public insurer received an A-minus in payment timeliness. Despite this, SGI’s overall score dropped a full grade, from A to B, in the 12 months since our last report. Even still, Collision Repair received many “kudos” to SGI in the 2024 report, and Saskatchewan repairers were some of the top reporting provincial repairers in this year’s survey.
Manitoba Public Insurance (MPI) also dropped to a new letter ranking over last year’s report. While the public insurer scored a B-minus last year, it claimed a C-plus this year, with decreased grades in all three categories.
As for Allstate Insurance, the insurer suffered particularly in the dispute management category. In 2023, Allstate received an A-minus in the category; this year, a C-plus. Its efforts in payment timeliness were ranked the same in 2023 and 2024, though bodyshop relations dropped from a B-minus to a C-plus. Despite tying for the top score this year, the Co-Operators did experience drops in all three categories. Last year, payment timeliness was ranked an A-plus; this year, a B-plus. For dispute management, the Co-Operators claimed an A in 2023 and a B this year. For bodyshop relations: an A-minus in 2023 and a B-plus in 2024.
The other tied-for-top-place insurer, CAA Insurance, showed improved scores in all three categories.
Another notable change to be celebrated: after scoring F-letter grades across the board last year, Economical Insurance has improved its grade to a D-plus. We can further note that not a single insurer reported an F-grade this year; no grade was lower than a D-plus—a marked improvement over previous years. When it comes to the Collision Repair analysis, we see that this year’s results reveal a mix of improvements and setbacks, highlighting the ongoing evolution of these critical relationships. The evolving landscape requires continuous effort from both insurers and repairers to foster collaboration and enhance overall performance.
With each passing year, we look forward to seeing how these relationships develop, hoping for even greater achievements in the future. Thank you for being part of this important dialogue.
