We understand the value of customer satisfaction and its correlation to policyholder retention. Our proven, five-point quality assurance program captures customer feedback and shares the results with the insurance carrier client and contractor network members. Because of our commitment to being "Quality Focused—Performance Driven," customer satisfaction is one of the highest-rated categories of our quality assurance program, which consistently exceeds policyholder expectations. Our five-point quality assurance program includes:
Electronic Audit: Automated audit to ensure the approved estimating system and pricing database is being utilized properly.
Technical Scope and Quantity Audit: The Contractor Connection Estimate Review process provides a review of 100% of line items to drive estimate accuracy per industry and client estimating guidelines.
Re-inspection Program: Select Managed Repair assignments are randomly re-inspected. Contractor integrity is important and re-inspections are completed on a consistent basis.
Customer Satisfaction Monitoring: Customer feedback measures key satisfaction components such as timeliness, professionalism and overall satisfaction with quality of repair.
Contractor Performance Monitoring: All contractors must maintain a satisfactory performance rating to remain in our network. Key performance criteria is captured, measured, and shared with each contractor to drive high-performance results.
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