Auto insurance companies’ claimant satisfaction survey for 2002



No. A-02/02
- Auto
Property & Casualty
[To the attention of all insurance companies licensed to
transact automobile insurance in Ontario]

With this bulletin, the Financial Services Commission of Ontario (FSCO) is releasing its fifth annual Claimant Satisfaction Survey requirements for insurance companies that write private passenger automobile insurance business.


There have been some additional questions and methodology changes to the survey. Insurers are required to file the tabulated results of the survey with FSCO by May 31, 2002.


Over the past year, concerns have been raised about the lack of differentiation between company results and the limited distribution of the results to consumers. In response to these concerns FSCO established an industry working group to look at ways to improve the survey and its distribution.


The working group recommended five additional questions be added at the conclusion of the existing questions. This approach will ensure continuity from past surveys and will evaluate the timeliness of the claims handling process as well as qualitative elements of service provided by a company representative.


The industry working group also reviewed a new web-based approach to distribution which will make the survey results accessible to a wider audience. The approach will combine traditional print promotion with web-based strategies. The survey will continue to be published both in print and electronically. FSCO will also examine the feasibility of having companies conduct the surveys earlier in the calendar year.

Methodology changes have been introduced to have consistent treatment across the industry with respect to zero payout claims, funeral and death benefit claims and claim situations where more than one type of claim was processed.


In addition, 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 this bulletin.


The changes to the survey and its distribution were discussed with representatives of the Insurance Bureau of Canada, the Canadian Association of Direct Response Insurers and the Ontario Mutual Insurance Association. They were also reviewed by the Consumer Advisory Council, FSCO’s primary vehicle for consumer consultations, who expressed support for this initiative.


Companies are required to conduct the survey using the attached Guidelines for Ontario Auto Insurance Claimant Satisfaction Research (Guidelines). The Guidelines have been updated to reflect the changes to the survey and its methodology. To ensure consistency in the data collected, insurers must retain a marketing research organization that is a member of the Canadian Association of Marketing Research Organizations (CAMRO).


We are also attaching a set of revised questions and answers (Q’s and A’s) to this bulletin to assist you in undertaking the survey. Please ensure that the marketing research firm you contract with is aware of the changes.

Companies with less than $10 million in direct written premiums (Private Passenger Automobile) or with fewer than 300 closed claims in 2001 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 2002 Claimant Satisfaction Survey, please contact Jim Fox, Senior Adviser, Office of the Insurance Ombudsman, FSCO, at (416) 590-7277; fax (416) 590-8480; or via email:


Philip Howell
Chief Executive Officer and
Superintendent of Financial Services (Acting)
March 28, 2002


Attachments (PDF):

(1) Guidelines for Ontario Auto Insurance Claimant Satisfaction Research for 2002
(2) Questions and Answers on Claimant Satisfaction Survey

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