The 2010 RMIIA Consumer Poll surveys customer experience with insurance companies and agents. It also provides insight into customer service expectations on car repairs following a natural disaster or accident.

Click here to view results from the full 2010 RMIIA Consumer Poll.

If your car were damaged in an accident, do you know which auto body repair shop you would take it to in order to have it fixed?

•  Yes, know where I would take it	47%
•  No, don't know where I would take it	51%
•  DK/NS	2%

Key findings:

•  Majority of insurance customers don't know where to take their car to get it repaired.

•  Excellent drivers knew more where to take it than good or bad drivers.

•  Rural area residents had higher knowledge of auto body shops than urban residents.

If you were in a car accident, would you expect your insurance company to offer you a list of auto body repair shops where you could choose to take your car to be fixed, or would you expect to find a repair shop yourself?

•  Expect insurance company to offer a list	51%
•  Expect to find one yourself	37%
•  Both	9%
•  DK/NS	3%

Key findings:

•  60% of customers expect their insurance company to provide a list to assist them in     getting their car repaired.

Different things that are of varying degrees of importance to people who have to get their car repaired after an accident. Using a scale of zero to 10, where a zero means it is not at all important to you, and a 10 means it is extremely important to you, please tell me how important each is to you.

	Mean
•  Guarantees they offer on labor, parts and repairs	9.0
•  The number of times you have to contact the insurance company or the     repair shop before your car is repaired	8.5
•  The length of time you are without your car while it is being repaired	8.6
•  The cost of repairs	8.7
•  The assistance and information you receive from your insurance company	8.8
•  The quality of the repair work done on your car	9.7

Key findings:

•  High value on all areas demonstrates how important repair process is after an     accident: high value on process, quality and assistance.

•  Top Three:

•  Quality of the repair         •  Guarantees on labor, parts & repairs         •  Assistance & information received from insurance companies

Colorado 2010 Consumer Poll Methodology

The Colorado Statewide Omnibus Survey was conducted by Talmey-Drake Research & Strategy, Inc., a public opinion and market research firm in Boulder, Colorado. The results of this survey are based on 505 random telephone interviews with Colorado voters, conducted from January 12th to 18th, 2010. Quotas were established to obtain equal representation for men and women, and an appropriate representation from among certain counties. A random sample of 505 has a worst-case 95% confidence interval of plus or minus 4.4% about any one reported percentage.

Quotas were established for Adams, Arapahoe, Boulder, Denver, Douglas, El Paso, Jefferson, Larimer, Mesa, Pueblo and Weld.