Auto Insurance Claim & Garage Network Survey
Understand how policyholders evaluate claim processes, compare garage network quality, and choose insurers based on settlement speed, cashless coverage, and repair experience, so you can sharpen acquisition targeting, benchmark network performance, and reduce churn at renewal.
CONTEXT & RELEVANCE
Why run this survey now
Most insurers don't lose policyholders purely on premium pricing. They lose them due to slow claim turnaround, opaque garage referrals, poor repair quality, network coverage gaps, and misaligned cashless settlement processes, none of which fully show up in loss ratio reports or claims management dashboards.
If you are...
- Motor insurer, claims leadership
- Garage network development head
- Insurer vs aggregator competition
- Aftersales or retention lead
- Product pricing or underwriting head
You're likely facing...
- Cashless vs reimbursement drop-offs
- Garage quality: tier 1 vs local
- Claim cycle time vs NPS gap
- Network coverage: metro vs non-metro
- Renewal lapse post-claim experience
This will help answer...
- Claim satisfaction drivers by segment
- Garage selection friction points
- Cashless settlement preference gaps
- Repair quality vs insurer perception
- Post-claim renewal switch triggers
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete motor insurance claim journey from first notice of loss to garage exit.
Claim Initiation
- First notification channel preference
- FNOL submission friction points
Surveyor Experience
- Surveyor turnaround time expectations
- Virtual vs. physical inspection preference
Garage Selection
- Cashless network garage discovery
- OEM-authorised vs. multi-brand preference
Repair Quality
- Spare parts sourcing transparency
- Rework rate, repeat visit frequency
Settlement & Deductibles
- Claim settlement timeline benchmarks
- Compulsory vs. voluntary deductible clarity
Digital Touchpoints
- App-based claim tracking adoption
- WhatsApp, portal, and IVR usage mix
Network Gaps
- Cashless garage coverage by city tier
- Network adequacy for EV and luxury segments
Renewal Intent
- Claim experience impact on renewal decision
- Insurer switching triggers post-claim
SAMPLING STRATEGY
Tell us about your ideal sample
Help us understand your target respondent profile. Select what applies, we'll design the optimal sample plan based on your inputs.
METHODOLOGY
Survey approach
For the Auto Insurance Claim and Garage Network Survey, we recommend a quant-first design with flexible data-collection modes to balance reach, depth, and verification across claimant and garage network segments.
EXECUTION PROCESS
How we execute
A proven 9-step process from scoping to delivery, designed to ensure quality, speed, and actionable insights.
Define the decision frame
Confirm objectives, target cohorts, geographies, and reporting cuts
Define the decision frame
Design the instrument
Build workstream modules mapped to outputs (drivers, friction, pricing, retention, trust)
Design the instrument
Lock the questionnaire
Review wording, sequencing, LOI, and competitive context; approve final version
Lock the questionnaire
Pilot and calibrate
Test comprehension and ease quality; refine quotas and remove friction where needed
Pilot and calibrate
Run fieldwork
Execute collection with active quota management and feasibility controls
Run fieldwork
Assure quality
Dedupe, attention checks, speed/consistency rules, removals with audit trail
Assure quality
Prepare the dataset
Clean data and deliver codebook/variable definitions
Prepare the dataset
Analyse and synthesise
Driver ranking, leakage diagnostics, pricing bands, segment insights
Analyse and synthesise
Deliver and align
Executive deck (optional dashboard) and leadership readout with recommendations
Deliver and align
COMMERCIAL TERMS
Request a Commercial Proposal
Pricing depends on cohort, geography, sample size, approach, LOI, and deliverables. Configure below for an indicative estimate.
Select Sample Size
Geography
Select Mode of Survey
Length of the Interview
$0.00
+ applicable taxes
Cost Breakdown
Note: Estimate is indicative only. Final pricing is subject to scope finalization after discovery call.
REFERENCE CASELETS
Reference
Real-world examples of survey work in the auto insurance and garage network space.
Cashless claim channel preference & friction mapping (India)
OBJECTIVE
WHAT WE DID
DELIVERED
Cashless claim channel preference & friction mapping (India)
Garage network trust & insurer positioning study (West India)
Cashless claim channel preference & friction mapping (India)
OBJECTIVE
A pan-India general insurer needed to isolate why private car policyholders and two-wheeler owners abandoned cashless claim initiation mid-journey and defaulted to reimbursement, inflating settlement cycle times and surveyor costs.
WHAT WE DID
Ran a structured quant survey across 1,200 claimants in 8 cities, capturing first notification of loss channel, garage selection triggers, cashless approval wait time, surveyor interaction quality, and reasons for mid-journey channel switch.
DELIVERED
A friction map by claim stage, a ranked channel levers list by policyholder segment, and a drop-off corridor identifying the 3 approval steps with the highest abandonment concentration across metro and Tier 2 markets.
FREQUENTLY ASKED QUESTIONS
Common Questions
Answers to frequently asked questions about this survey mandate.
What decisions will this survey enable?
Who is the buyer vs who are the respondents?
Can we see differences between cashless garage claimants, reimbursement claimants and total-loss claimants?
How will you measure garage network preference beyond simple ratings?
Will the survey map the full motor claim journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our garage network expansion and retention strategy?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.