82% of brokers rank the claims service they receive from insurers as somewhere between average and poor.
The survey, conducted by Improveline, a supplier of managed repair services, revealed that only 6% of those questioned rated the claims service they receive as being excellent.
Managing director of Improveline Marshall King said: "There is a clear dissatisfaction with the claims service currently supplied by insurers. Poor claims management is one of the reasons the insurance industry has a
tarnished image, it is vital that insurers work with brokers and their suppliers to make the process as quick and efficient as possible."
The research also questioned brokers on what element of the claims process they felt was worst handled and 61% said that it was the time from reinstatement of loss to receiving payment from insurers. 18% said that they
felt it was the time from informing insurers to receiving the completed assessment.
