Body Shop Business has released their 2009 Industry Profile that focuses on Insurer-repairer relations.
Here are a couple of key points:
- The overall best rated insurance company is Progressive, the worst is State Farm. But even the top scorer rated only a cumulative point value of 24.5 out of a possible 45--barely over 50%.
- The insurance company cited most often for refusing to pay for OEM parts is Progressive.
- The number of respondents involved in a DRP has dipped slightly from 48% in 2007 to 44% in 2009.
- 75% of DRP shops think that repairer/appraiser relations have stayed the same vs. 50% of non-DRP.
These are just a few highlighted statistics, to see them all follow this link and download the .pdf.
I am always surprised (though I guess I shouldn't be) that the best-rated companies rank only around 50% on a variety of measures, including the expertise of their adjusters, the consistency of their policies on repair procedures and the fairness of their reimbursement policies. I, personally, would like to think that my insurance company would go out of their way to forge strong industry relations...