Collision repairers rate AMI and Vero/AMP the top insurers

Media Release 1 August 2012


Collision repairers rate AMI and Vero/AMP the top mainstream vehicle insurers

Motor Trade Association (MTA) says recent results from the national 2012 Collision Repairers Survey of Insurers shows that AMI Insurance were rated the best vehicle insurers closely followed by Vero/AMP Insurance, with specialist insurer, Medical Insurance taking first spot as best overall performing insurer.

The annual survey carried out by MTA collects the views of over 160 collision repairers on the service delivery of 16 different insurance companies around the country. Respondents were asked to rank each insurer in three areas; efficiency of claims processing, financial and customer relationship management and also provided insight into activities such as claim completion times, fairness of assessment rates and labour rates, fairness of parts, paint and other margins.

IAG NZ which operates under the State, NZI and AMI brands, was the biggest mover slotting into fourth position with Sureplan, FMG, Lumley and Toyota Insurance placed all above the industry average benchmark. It is interesting to note that the gap between the top placed insurer and bottom has decreased significantly which may indicate that insurers are working hard to build the relationships with collision repairers.

Feedback from collision repairers suggests that they enjoy the personalised service that they currently have with AMI assessors. They said that it gives them the opportunity to negotiate a fair repair cost. However, some respondents were concerned that following IAG’s acquisition of AMI, that this relationship would soon cease. Feedback also shows that repairers are feeling the pressure of low labour rates. This is exacerbated by low parts margins and rising costs associated with running their businesses.

Bob McCoy, MTA’s Collision Repair Manager commended insurers for achieving good results and said that it is important that the safety of motor vehicles or occupant safety is not compromised by low level repair practices that are sometimes geared at keeping the cost of insurance claims down.

“It is important that the safety of motor vehicles or occupant safety is not compromised by low level repair practices that are sometimes geared at keeping the cost of insurance claims down. Collision repairers should be chosen based on their skill, service, knowledge, and the equipment technology they provide. Low repair estimates may compromise the use of the manufacturer repair specifications required to properly restore vehicles to pre-accident condition,” he said.

“A modern, well equipped collision repair facility represents an enormous investment in equipment, training and people. Insurers need to recognise this investment and act in a fair and responsible manner when negotiating repair costs with repairers.

“We would like to see vehicle owners being able to have a more informed involvement in the decision-making on who is repairing their vehicle.

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