The "2021 Insurer Report Card" survey was conducted online in November-December 2020, asking body shops nationwide to grade the performance of auto insurance companies that do business in their state. Shops awarded each company a grade from "A+" to "F" based on one question: "How well does this insurer's claims handling policies, attitude and payment practices ensure quality repairs and customer service for motorists?"
In addition to assigning a grade for each insurer, respondents also indicated whether or not they participate in that insurer's direct repair program, and were invited to submit comments explaining the grade they gave each insurer. The survey received more than 4,000 individual comments about insurers.
The insurers selected for this survey were chosen primarily based on their share of the auto insurance market in each state.
The survey received responses from 1,101 collision repair professionals in all 50 states.
Respondents were primarily repair facility owners, managers and estimators, who on average have 28 years of experience in the collision repair industry. A total of 19,102 individual grades were given to 124 different auto insurance companies. Insurers that received a grade from at least 35 shops were included in the national ranking.
In calculating insurers' grades, each individual letter grade received for an insurer was converted to a numerical score in order to calculate a simple unweighted average of all grades received. The ﬁnal letter grade is the letter grade that then corresponds to the calculated average score. The average score received by all insurers was 707, the equivalent of a low "B-".
No reproduction, advertising or other promotional use can be made of the information in this report or CRASH Network survey results without the express prior written consent of CRASH Network.