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CRA Survey Asks – Which Insurer Is The Best?

Media Release
25 May 2012

CRA Survey Asks – Which Insurer Is The Best?

Collision repairers have placed insurance company performance in the spotlight with a recent survey, which highlights those insurers who focus on quality vehicle repair rather than just price.

The Collision Repair Association (CRA) conducted its annual survey on the service delivery of 15 insurance companies around New Zealand. Repairers were asked to rate each company on speed of resolution, price and overall service.

Results this year show that, once again, Medical Assurance is the best-rated niche market insurer, with AMI and Vero ranked second and third respectively. AAI climbed four places after a review of how repairers are paid for their work.

Zurich Auto, which featured low on the index in 2011 rated last this year.

Overall, scores were down from last year’s survey, falling from an average of 2.87 to 2.84 (on a scale of 1 to 4, from poor to excellent). This indicates repairers are finding business increasingly difficult, battling increasing costs, low pay rates and a decreasing market.

Neil Pritchard, CRA general manager, says low-cost repairs have been an ongoing pressure for the industry recently.

“Insurers have not recognised the increasing cost pressure repairers are under,” said Pritchard. “CRA members are obligated to stand behind the quality of their workmanship; however, because the industry is unregulated, others are less so. Our job is to protect the interest of our repairers and their ability to give consumers the best outcome.

“Consumers understand that ‘you get what you pay for’, but the choice to pay for better quality and safety has been taken away from them under the current system. Instead, those decisions are made by their insurance company, which is focused on making a profit.

“Consumers do still have a choice, though , about which insurer they select. The aim of this survey is to help them make more informed decisions and raise awareness of what goes on behind the scenes after they make a claim – which, after all, is why we insure in the first place.”

To download survey results click here: CRA survey results

About the CRA:
The Collision Repair Association aims to provide quality and safety assurance to customers by assuring its member's are suitable to be qualified and their work meets its own high standards. Its membership includes qualified panelbeaters and auto refinish painters and all other car collision repair tradesman and allied businesses in New Zealand. Membership currently stands at 600 (including approximately 100 Associated members), and is continually increasing. Customers can identify association members and be assured of a high standard of workmanship, by the CRA quality assured logo which appears on this page and which will be found displayed on members' premises.

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