Auto-Owners deploys Mitchell's Total Loss Solution to strengthen customer satisfaction
Like this article? Sign up for our enews blasts by clicking here.
The insurer will now leverage Mitchell's WorkCenter Total Loss, the industry's highly trusted and verifiable total loss vehicle valuation solution developed in conjunction with customer satisfaction and vehicle pricing expert J.D. Power and Associates.
Mitchell's Total Loss technology is a flexible, data-driven solution that allows insurers to close claims quickly and effectively, eliminating the pain points that cause the most customer frustration during the total loss claim process. According to a 2011 J.D. Power and Associates study, total vehicle loss claimants average 811 on a 1,000-point satisfaction scale, 42 points lower than those consumers whose vehicle is repaired, underscoring the severity of these respective consumer frustrations.
"We strive to continuously improve in the service we provide, and we feel that WorkCenter Total Loss will enable Auto-Owners to enhance the customer experience while assisting our claim representatives in settling
claims promptly and fairly," says Jake Block, Assistant Vice President of Claims at Auto-Owners Insurance Company.
After testing the solution in three states, Auto-Owners realized that WorkCenter produced accurate valuations, and increased first-call settlement rates and overall consumer satisfaction with the total loss claims process. Mitchell's solution also ensured that the company was able to easily comply with all Department of Insurance regulations, a key performance standard for claims solutions.
"Mitchell and Auto-Owners share a culture of putting the customer first and this belief serves as a foundation for how we work with our partners and customers, and in how we deliver our products," says Scott Kozak, Senior Vice President of Sales and Service, Auto Physical Damage at Mitchell. "Auto-Owners has been rated 'Highest in Customer Satisfaction with the Auto Insurance Claims Experience' five years in a row by J.D. Power and Associates, and this announcement is a testament to both companies' commitment to the consumer."
Mitchell WorkCenter is an open, modular and end-to-end physical damage claims settlement solution that powers all of an insurer's physical damage claims processing needs including dispatch, appraisal, total loss, repair management, review and customer satisfaction reporting. To learn more, please go to Mitchell.com/WorkCenter.
Subscribe to ABRN and receive articles like this every month….absolutely free. Click here.
