For drivers, experiencing an accident is both unexpected and stressful. When it happens, they rely on a smooth and efficient claims and repair process to get back on the road as quickly as possible. However, when this experience is frustrating or inefficient, it doesn’t just impact the customer—it has serious consequences for businesses as well.
A poor customer experience in the claims and repair process can lead to significant financial and reputational risks. Customers who face delays, lack of communication, or complicated procedures are more likely to lose trust and take their business elsewhere. According to J.D. Power’s 2024 U.S. Auto Claims Satisfaction study, 80% of auto insurance customers who have a poor claims experience have already left or plan to leave their current provider. This churn directly affects customer retention and long-term profitability.
Beyond losing customers, businesses also risk substantial revenue loss. A study by Accenture found that poor claims experiences could put up to $170 billion in insurance premiums at risk over the next five years. Poor experiences don’t just drive customers away—they create lasting damage to a company’s reputation, making it harder to attract new customers.
Without a customer-friendly approach, the claims and repair process becomes a point of frustration rather than reassurance. The cost of failing to meet customer expectations is high, impacting both customer loyalty and the bottom line.
Given the significant impact of poor claims experiences on customer retention and revenue, it’s clear that businesses must prioritize a customer-friendly approach. But what does that look like in practice? At Openclaims, we’ve seen these risks firsthand, and as part of our philosophy, we have developed solutions that focus on transparency, efficiency, and customer support—turning the claims and repair journey into a positive experience that fosters trust and loyalty.
Imagine Sophie, a driver who has just collided the side of her Polestar against another vehicle during a change of lanes. She moves into safety, gets into contact with roadside assistance, and then reaches for her phone to report her damage.
The process begins with a digital-first intake, allowing Sophie to report the damage quickly and conveniently anytime, anywhere. Rather than navigating lengthy phone calls, she is guided through a seamless step-by-step process.
Once Sophie enters the essential details of the incident, she is prompted to upload necessary documents and take clear photos of the damage. No need for scanning, printing, or mailing—everything is done digitally, ensuring accuracy and speed while eliminating unnecessary hassle.
From there, the process remains just as seamless. Documents that once required printing, signing, and mailing can now be handled with digital signing, allowing customers to complete necessary paperwork in seconds. And if they need to step away, finish-it-later functionality ensures they can pick up where they left off without starting from scratch, reducing frustration and increasing completion rates.
With the damage documented, the system moves to the next step: smart body shop matchmaking. Based on the details Sophie provided, she is instantly connected with the most suitable repair shop. Instead of spending time researching which body shop to choose, she is matched with a certified, high-quality body shop that fits her needs, ensuring a smooth repair process from the start.
After completing the intake, Sophie receives a track-and-trace link, giving her full visibility into the next steps. She no longer has to call for updates—she can check the status of her claim and repair anytime. As the process moves forward, she receives updates via email and SMS, keeping her informed every step of the way.
At Openclaims, we provide these and many more innovative features as part of our claims and repair management solution. From digital-first intake to smart body shop matching, our platform ensures a seamless, customer-friendly experience that improves customer satisfaction and retention.
Ready to transform your repair and claims process? Schedule a demo today!