By Brian Randolph, Market Alliance
I have three newly licensed drivers at home, so I knew a car accident was coming eventually – I just didn’t expect it before 6 a.m., or that it would involve two of my family's vehicles.
My son had reversed his truck into my wife's parked car. He was in a hurry to get to work and wasn't paying attention to the other cars on the driveway. It threw me headfirst into the claims and repair process.
Accidents are hard to forget, and the repair process can be unfamiliar for customers – even when the customer is someone who works in the industry.
Carriers and Shops are Tied Together
This experience reminded me just how much the carrier-shop connection shapes the customer journey. It's also exactly what we set out to examine in CCC's Moments of Truth study, which uncovered the drivers of customer satisfaction in the claims and repair journey.
And even after years in this industry, some of the findings genuinely surprised me.
For example, I was shocked to learn how consumers don’t mentally separate the work that carriers and repair facilities do – it's all one experience. As a matter of fact, 42.5% of the survey respondents answered yes when asked if their interaction with the shop changed their perception of the insurer. Of the 42.5% that answered yes, 83% said it changed their perception positively. Wow.
It was also eye-opening how consumers assign responsibility. The study found that the "quality of repairs" impacts satisfaction with the insurer while "clear communication about the claims process" is often attributed to the shop. Some moments – like repair timeline and customer updates – fall on both.
We've Got to Work Together
That was the big takeaway for me: just how essential it is for shops and carriers to operate as a team – especially when it comes to meeting customer expectations and shaping their experience.
Here are some additional study findings from our Moments of Truth report, along with how we, as a team, can help:
- Length of time to schedule a repair: In 2024, over 600,000 insurance appointments were booked directly with shops through CCC® Engage. This reduces customer friction, shortens the time to schedule repairs, and gives the perception that progress is underway. Also, this can support other critical moments too, like "clear communication about claims process" and "receiving initial estimate."
- Frequency of contact/Clear estimated repair timeline provided: Shops send more than 80 million messages per year to their customers using CCC technology. Automated status updates boost satisfaction by improving communication and timeline clarity.
- Transparent detailed explanation of repair needs: With the CCC ONE® Mobile App, estimators can write preliminary estimates on their phones with the customer. Take advantage of that interaction to explain how the repair process works as well as what they may expect from their insurer. And don't overlook calibration recommendations. With CCC's open network of diagnostic partners, shops can surface calibration needs up front, creating another trust-building moment with customers.
- Length of time to get repaired car back: New tools help shops write estimates with insurer-preferred parts and access OEM build sheets, leading to fewer reinspections and faster approvals. This shortens cycle time and gets customers back on the road sooner.
At the end of the day, customers don’t separate who’s responsible for what – they just remember how the experience made them feel. Every moment counts, and when shops and carriers align, we can reduce friction, build trust, and deliver a smoother repair journey.
The opportunity is real – and so is the impact. Let's keep working together to exceed expectations, one moment at a time.
By Brian Randolph, Market Alliance
I have three newly licensed drivers at home, so I knew a car accident was coming eventually – I just didn’t expect it before 6 a.m., or that it would involve two of my family's vehicles.
My son had reversed his truck into my wife's parked car. He was in a hurry to get to work and wasn't paying attention to the other cars on the driveway. It threw me headfirst into the claims and repair process.
Accidents are hard to forget, and the repair process can be unfamiliar for customers – even when the customer is someone who works in the industry.
Carriers and Shops are Tied Together
This experience reminded me just how much the carrier-shop connection shapes the customer journey. It's also exactly what we set out to examine in CCC's Moments of Truth study, which uncovered the drivers of customer satisfaction in the claims and repair journey.
And even after years in this industry, some of the findings genuinely surprised me.
For example, I was shocked to learn how consumers don’t mentally separate the work that carriers and repair facilities do – it's all one experience. As a matter of fact, 42.5% of the survey respondents answered yes when asked if their interaction with the shop changed their perception of the insurer. Of the 42.5% that answered yes, 83% said it changed their perception positively. Wow.
It was also eye-opening how consumers assign responsibility. The study found that the "quality of repairs" impacts satisfaction with the insurer while "clear communication about the claims process" is often attributed to the shop. Some moments – like repair timeline and customer updates – fall on both.
We've Got to Work Together
That was the big takeaway for me: just how essential it is for shops and carriers to operate as a team – especially when it comes to meeting customer expectations and shaping their experience.
Here are some additional study findings from our Moments of Truth report, along with how we, as a team, can help:
- Length of time to schedule a repair: In 2024, over 600,000 insurance appointments were booked directly with shops through CCC® Engage. This reduces customer friction, shortens the time to schedule repairs, and gives the perception that progress is underway. Also, this can support other critical moments too, like "clear communication about claims process" and "receiving initial estimate."
- Frequency of contact/Clear estimated repair timeline provided: Shops send more than 80 million messages per year to their customers using CCC technology. Automated status updates boost satisfaction by improving communication and timeline clarity.
- Transparent detailed explanation of repair needs: With the CCC ONE® Mobile App, estimators can write preliminary estimates on their phones with the customer. Take advantage of that interaction to explain how the repair process works as well as what they may expect from their insurer. And don't overlook calibration recommendations. With CCC's open network of diagnostic partners, shops can surface calibration needs up front, creating another trust-building moment with customers.
- Length of time to get repaired car back: New tools help shops write estimates with insurer-preferred parts and access OEM build sheets, leading to fewer reinspections and faster approvals. This shortens cycle time and gets customers back on the road sooner.
At the end of the day, customers don’t separate who’s responsible for what – they just remember how the experience made them feel. Every moment counts, and when shops and carriers align, we can reduce friction, build trust, and deliver a smoother repair journey.
The opportunity is real – and so is the impact. Let's keep working together to exceed expectations, one moment at a time.
