How did your insurer fare?

The Polish Chamber of Automotive Industry organized the 10th edition of the Motor Insurance Discussion Forum. The event was accompanied by the announcement of the results of the Satisfaction Survey from the cooperation of Repair Workshops with Insurance Companies. A total of 20 insurance companies were assessed. Before you buy a policy, check who has the best claims handling and who really cares about your safety.

For ten years, the Polish Chamber of Automotive Industry has been creating a special platform for the exchange of experiences, knowledge and arguments for all participants of the car repair market. This undisputed platform is the Motor Insurance Discussion Forum. The presence of leading market experts is a guarantee of the highest substantive level of the meeting, which was confirmed by the jubilee event (December 1 this year, Warsaw). Among more than 150 participants, there were representatives of companies from the motor vehicle claims handling industry: mechanical and body repair shops, car dealers, appraisers, claims adjusters, insurance companies, car rental companies, fleet companies, companies supplying tools, materials and software for service stations.

For the Golden Bumper Statuette

During the conference, the Polish Automotive Chamber announced the results of the Satisfaction Survey from the cooperation of Repair Workshops with Insurance Companies for the tenth time. A total of 20 insurance companies (in alphabetical color) were assessed: ALLIANZ, AVIVA, AXA, BENEFIA, BRE UBEZPIECZENIA, COMPENSA, CONCORDIA, ERGO HESTIA, GENERALI, GOTHAER, INTERRISK, LIBERTY INBEZPIECZENIA, LINK4, MTU, TUAMA, PZUW, PZUW TUW TUZ, UNIQA, WARTA.

In the past year, the main prize - the Golden Bumper statuette - was received by STU Ergo Hestia, whose average score was 3.923 (3.41 in 2014), the second place, just like a year ago, was a regular podium visitor, i.e. TUiR Allianz with a grade 3.919 (3.26 in 2014). This time PZU was third with a result of 3.80 (2.94 in 2014). The results of all companies can be found in the list.

Lower notes for this year's edition

Recall that the scale was from 1 to 5, with one being the lowest and five being the highest. This year, repair shops were reluctant to give high marks to insurance companies, hence the balanced averages for the top three. The workshops assessed the settlement of the costs of renting a replacement car much lower than last year. The average in this question did not exceed 2.79 points this year. (3.2 points in 2014).

Złoty Zderzak is the only study in Poland in which repair shops are assessed by insurance companies. A customer who repairs his car in a garage often chooses the cashless repair option and wants the garage to complete all formalities with the insurer on his behalf. In practice, this means that the customer is only in the service twice: he leaves the car crashed and then picks it up repaired. The client often does not realize how much work the workshop does for him. Therefore, the assessment of the claims process performed by workshops is objective and objective. It is after the claim is settled how professional the insurer is and whether it really cares about the safety of its clients - emphasizes the PIM communiqué.

How has satisfaction levels been studied?

In this year's edition of the Research, the following were assessed: general quality of cooperation, level of competence and reliability, efficiency of the course of claims settlement, correctness and speed of full payments, recognition of the use of original parts, recognition of the cost of replacement car rental, as well as the number of complaints, appeals and lawsuits.

Let us mention that the topic of recognizing the cost of renting a replacement car for the time of repairing our car has recently become more justified, which was also the topic of discussions during the 10th edition of the Motor Insurance Discussion Forum. Exactly a year ago, the Polish Financial Supervision Authority issued guidelines for insurance companies in the field of motor vehicle insurance claims settlement. Pursuant to the analyzed guidelines, the liability of the insurance company under the third party liability insurance contract for vehicle owners for damage or destruction of the vehicle, in particular that is not used for business purposes, covers the purposeful and economically justified expenses for the rental of a replacement vehicle (Guideline No. 20). The Commission then emphasized that the payment of compensation for the costs of renting a replacement vehicle should not be made conditional by the insurers on the fact that the injured party was running a business or that the injured person was unable to use public transport.