There’s static in the air, suggests this year’s Insurer Report Card readings
By ALLISON ROGERS
Human nature: the eternal struggle to get along. We’re a diverse bunch with conflicting interests, biases, and an uncanny ability to argue over anything. And, when it comes to the ever-complex relationship between insurers and repairers, it can feel like we all have a PhD in disagreement. Each year, Collision Repair magazine asks its readership to submit their unfiltered opinions about what it’s like working alongside Canada’s top insurers. We at the magazine take those results and average out the grades in three categories—timeliness of payment, dispute management and bodyshop relations—to make a final overall grade.
When it comes to paying bills on time, the Cooperators come out on top in 2023 with an A+, the top score in the category. SGI and ICBC tied for second, both scoring A grades, while Desjardins claimed third with an A-. Economical took the lowest grade; a D-, which happens to be the company’s highest grade in this year’s survey.
For dispute management, the Cooperators once again claimed first-place, keeping true to their name, with an A grade. SGI ranked second with an A-grade; AllState, third, with A-.
Both SGI and Cooperators tied first place in bodyshop relations, each marking an A-. Wawanesa, CAA, Onlia, Allstate and MPI all tied for second with B- grades; ICBC was third with C+.
When all grades are averaged out, the Cooperators and SGI are once again tied for highest grade—cue the deja vu to last year’s report card. Allstate claims second as a newcomer to the survey (it’s our fault; an oversight last year!). In third, a trio: ICBC, Aviva and CAA.
The comments received in this year’s report were not unlike previous reports, in terms of theme. Door rates and their connection to the ever-persisting skills shortage; ongoing dispute management pitfalls and overall industry control were once again themes noted in comments submitted by our readership. Though, this year, these comments were particularly filled with fervour.
So, as you ponder this year’s anticipated feature, ask yourself: do you have a PhD in disagreement, and can you channel that futile energy elsewhere, for the sake of a better industry? The future will tell; and the insurer report card will be here to gauge our progress. Check out the full grades, plus the industry’s comments, on the following pages.
