Auto insurance companies' claimant satisfaction survey for 2003

With this bulletin, the Financial Services Commission of Ontario (FSCO) is releasing its sixth annual Claimant Satisfaction Survey requirements for property and casualty (P & C) insurance companies that write private passenger automobile insurance business.

Insurers are required to file the tabulated results of the survey with FSCO by June 27, 2003.

Each year FSCO reviews and analyses all surveys to ensure that the data submitted complies with all the requirements set out in the Guidelines for Ontario Auto Insurance Claimant Satisfaction Research (Guidelines). Last year some companies were asked to re-file their results due to lack of compliance with the Guidelines. One area of particular concern was the lack of sufficient interviews conducted by some market research firms. Market research firms must make a minimum of five attempts when contacting claimants. In cases where there is a wrong telephone number or the number is no longer in service, firms are required to look up the new numbers and attempt the call again.

This year's Guidelines have been updated to reflect these steps and the need for companies to demonstrate them in cases where they were unable to attain the necessary number of interviews. Attached are the revised Guidelines and a set of questions and answers (Q's and A's) to this bulletin to assist you in undertaking the survey. Please ensure that your market research firm is aware of the above noted requirements as well as the others outlined in the Guidelines. This will eliminate the need for firms to re-file their results and will ensure that FSCO can compile and release the survey results in a timely manner.

To ensure consistency in the data collected, companies are also reminded that they must retain a marketing research organization that is a member of the Canadian Association of Marketing Research Organizations (CAMRO).

In keeping with last year's approach, a survey of Facility Association (FA) claims will be conducted centrally and reported as a single result. Details for handling closed FA claims will be sent to FA servicing carriers shortly following distribution of this bulletin.

Companies with less than $10 million in direct written premiums (Private Passenger Automobile) or with fewer than 300 closed claims in 2002 are not required to undertake the survey. Insurers must notify FSCO in writing if they qualify for exemption from conducting the survey.

If you need additional information or if your company qualifies for exemption from conducting the 2003 Claimant Satisfaction Survey, please contact: Jim Fox, Senior Advisor, Office of the Insurance Ombudsman, FSCO, at: (416) 590-7277; fax: (416) 590-8480; or via email: jfox@fsco.gov.on.ca

Sincerely,

Bryan P. Davies
Chief Executive Officer and Superintendent of Financial Services
April 22, 2003

Attachments (PDF):

1. Guidelines for Ontario Auto Insurance Claimant Satisfaction Research  Size: 190 kb​
2. Questions and Answers on Claimant Satisfaction Survey  Size: 59 kb​