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High level of satisfaction with the Insurance Information Centre

January 1, 0001

In 2020, the Insurance Information Centre (IIC) fielded more than 22,000 calls, with close to 13,500 for auto insurance. Given the difficult context created by the pandemic and the harder market, the results of the customer satisfaction survey were revealing: 82% of consumers and 91% of insurers were satisfied with the phone support provided.

Topics of interest

Most calls were about the Fichier central des sinistres automobiles (consultation and file correction). In fact, FCSA consultations by policyholders were up 10.7% in 2020. Other issues raised were claims settlement, more specifically total loss, the DCA and the principle of indemnity.

Supporting consumers

IIC officers not only provide information to consumers, they can also assist them in obtaining insurance through the access mechanism. In 2020, 372 files were processed, 61.5% of which for commercial auto insurance.

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