They calculated: the average satisfaction with the timing of payments under compulsory motor liability insurance was 92%

CrimeaPRESS reports:

On average, 52% of motorists are ready to recommend their MTPL insurer to relatives and friends. This is evidenced by the results of a study conducted by the research company ORO. The NPS (Net Promoter Score) index of insurance companies participating in the study that provide MTPL services ranges from 34 to 74 points. It shows how satisfied customers are with the services of the insurance company and are willing to recommend its policy to friends and acquaintances.

The key driver of high ratings is the speed of settlement of an insured event, including the speed of calculating payments and processing documents in general.

Deputy Head of the Department of Logistics and Marketing, Financial University under the Government of the Russian Federation Daria Shvandar I agree with the authors of the study and recall that in July of this year, remote settlement of losses after an accident was launched within the framework of compulsory motor liability insurance.

If the accident is registered under the European Protocol, remote settlement of losses under MTPL will save car owners time both on filling out documents — all data will be uploaded automatically, if available in the system, and on visiting the insurance office. As a result, you can drive away after an accident within 15-20 minutes, and often receive payment on the same daysays Shvandar.

If the accident is registered according to the European Protocol, there is no longer any need to go to the office of the insurance company with a pile of documents — all data will be downloaded automatically, if it is in the system.

The quality of service is also important, including the quality of interaction with insurance company employees. In addition, one of the key factors that can potentially increase the loyalty of motorist customers is the simplicity and clarity of the processes associated with both the purchase of an MTPL policy and the settlement of an insured event. Experts note that it is necessary to provide clear processes to clients and high-quality advice, in particular, to provide an explanation of the amount of payments and compensation options.

As for the amount of payments, contrary to the opinion of opponents of the existing MTPL system, the average satisfaction with the amount of payments was 74%, and for some companies it reaches almost 90%.

This is a fairly high figure for this type of survey.— emphasizes Daria Shvandar. – Almost everyone always has dissatisfied customers. By the way, traditionally an NPS above 30% can be considered good, more than 50% — excellent, and more than 70% — outstanding.

Speaking about the terms of payments, clients of insurance companies are almost always satisfied with them (from 88 to 95%). At the same time, the speed of service is the first argument for recommending a company (on average, 36% of positive mentions from promoters (company supporters) are “fast”). Efficiency is important both when calculating payments (on average, 17% of references were “accrued quickly”), and when processing documents in general (9% – “quickly reviewed, made a decision”, 5% – “quickly completed the documents”, 4% – “ quick assessment/inspection»).

source: press service Information project «OSAGO: public examination»

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