MOMENTS OF TRUTH
A new report from CCC Intelligent Solutions Inc. titled “Moments of Truth: Customer Satisfaction and Retention in the Auto Insurance Claims and Repair Journey” reveals that customers see the collision process as a unified experience between repairers and insurers. The study specifically looked at responses from 2,400 policyholders involved in an accident between August 2021 and December 2023 who filed a first-party claim and went through the repair process. The study reveals that when it comes to customer satisfaction, “policyholders hold both carriers and repairers accountable for outcomes that are the responsibility of other partners. For example, respondents are more satisfied with their carriers when they perceive overall vehicle repair quality to be high, and they’re also more satisfied with their repairer when they receive clear communications about how the claims process works.” “This suggests,” the study continues, “that in a consumer’s mind, the entire post-accident journey from ‘crash to keys’ are, in some instances, indistinguishable from one another.”
ADAS ASSISTANCE
Hunter Engineering has released a new comprehensive advanced driver assistance system (ADAS) coverage guide, which aims to offer users easily accessible static and dynamic calibration coverage for service advisors and customers. The new publication covers hundreds of vehicle models from 2006 through the present and will be updated twice per year to keep pace with the rapidly evolving ADAS market. The guide is meant to complement Hunter Engineering’s industry-standard 1708-T Alignment Guide, which will also continue to be periodically updated.
STRICT STRUCTURES
BMW Canada restricted certain aluminum, carbon fibre and steel parts as of November 1. The new restrictions align with BMW USA’s structural parts restrictions that were expanded to include steel on October 1. One key difference between the Canadian restrictions and those in the United States is that these parts will be available exclusively to the BMW Group Canada’s Certified Collision Repair Centres (CCRC).
