Ontario auto insurance claims satisfaction remains high at 85%

TORONTO, Nov. 13 2003 – Consumer satisfaction with auto insurance claims handling has remained consistently high with an overall rating of 85% approval for claims closed in 2002. The annual Claims Satisfaction Survey issued by the Financial Services Commission of Ontario (FSCO) demonstrates that companies
providing auto insurance in Ontario continue to do an excellent job of dealing with thousands of auto insurance claims made each year.

“Despite a lot of negative attention given recently to the auto insurance industry, Ontario’s auto insurers have shown once again that their number one focus is customer service,” says Mark Yakabuski, Vice President, Ontario of Insurance Bureau of Canada (IBC). “To achieve such a high level of consumer satisfaction across the many different auto insurers operating in the province attests to the expertise and professionalism in Ontario’s auto insurance industry in the settlement of claims,” Yakabuski adds.

“Now we just need to sit down with the new government to control the escalating cost of health care and lawsuits in the auto insurance sector and ensure consumers are satisfied with the whole system. We want to discuss these issues with the government at the earliest opportunity,” says Yakabuski.

“We’re pleased that the survey also features five additional questions which give an even broader indication of the high level of consumer satisfaction with the way auto insurance claims are dealt with,” Yakabuski adds. When consumers were asked about timeliness, helpfulness, knowledge and expertise, auto insurers achieved a satisfaction rate in the range of 85% to

These superior results have consistently been achieved by the industry ever since the survey was introduced by the government in 1998.

In addition to demonstrating widespread satisfaction, the survey results help consumers make informed choices when they are shopping for auto insurance. The annual survey provides people with additional information about auto insurance companies and helps insurers to improve the claims services they offer.

Each year, FSCO sets out a standard survey that independent market research firms then use in choosing a random sample from the claims files insurance companies closed in 2002. The minimum sample size for companies with 18,000 or more closed claims in 2002 was 800.

(a copy of the brochure in pdf format explaining the results, and several pages to look at the results on the web are available at the FSCO web site, http://www.ontarioinsurance.com then under insurance, then under auto insurance.)

Insurance Bureau of Canada is the national trade association of the private property and casualty insurance industry. It represents the companies that provide more than 90 per cent of the non-government home, car and business insurance in Canada. Visit the media section of the bureau’s web site at http://www.ibc.ca for more news releases and information.