A recent study released by J.D. Power and Associates finds that customer satisfaction is considerably lower regarding claims resulting from total loss as opposed to claims resulting from repairable loss.
The 2011 U.S. Auto Claims Satisfaction study revealed an average 811 on a 1,000-point satisfaction scale among those who experienced total loss. This is 42 points lower than those who made a repairable vehicle claim.
"Ongoing communication and managing expectations are key throughout the entire claims process, as total loss claims take 18.2 days, on average, for claimants to receive payment, compared with just 12.5 days for the return of a repaired vehicle," said Jeremy Bowler, senior director of the insurance practice at J.D. Power and Associates.
When it comes to damage that requires vehicle repair, drivers can choose where to go to get their car fixed. In Boston, car manufacturers are competing with independent repair shops in an attempt to overtake their customer base. These manufacturers are taking out full page ads in the city's daily papers, naming a report that said everyone has "equal access" to diagnostic information and automotive repair.