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Deck 2 | Nate Raskin
Smarter Solutions- APD Analytics and the Mitchell Roadmap
Mobile is a Must
93.5
85.6
78.8
62.7
55.6
42.1
27.6
19.4 17.3
23
28 23.4
0
25
50
75
100
18-24 25-34 35-44 45-54 55-64 65+
Smartphone
Tablet
Monthly Mobile App Hours per User
Source: comScore, 2016 Mobile App Report
25%
29%
30%
34%
36%
40%
41%
42%
45%
51%
52%
57%
69%
Which In-Car Services Are Important?
Source: Accenture, Connected Vehicle Survey (Global)
1. Find this session in the Agenda
2. Tap the “Polls” tab
3. Tap the poll question
4. Tap your answer and submit response
Polling Overview
25%
29%
30%
34%
36%
40%
41%
42%
45%
51%
52%
57%
69%
Which In-Car Services Are Important?
Source: Accenture, Connected Vehicle Survey (Global)
Streaming Music
Surfing the Internet
Notify Traffic/Delays
Allow Passenger to Stop
Collision Warning
Night Vision
Fatigue Warning
Access Social Media
Blind Spot Warning
Read/Dictate Emails
Car-to-Car Comms
Lane-Keeping System
Autopilot
10 meaning that in-car technology has the greatest influence over the car purchase decision and 1 meaning that the car’s driving performance has the greatest impact on the car purchase decision
What Score Would You Assign Your View?
Source: Accenture, Connected Vehicle Survey (Global)
3% 4% 7% 7%
12% 12% 15%
20%
12%
7%
1 2 3 4 5 6 7 8 9 10
13%
3%
6%
17%
6%
6%
20%
9%
9%
23%
10%
19%
0% 10% 20% 30% 40% 50%
Received tech updates(no calls to insurer)
FNOL app or web
Submit photos throughmobile app
Gen Y
Gen X
Boomer
Pre-Boomer
2
(5)*
36
(11)
(9)
14
18
16
27
33
22
-20 0 20 40
Incidence CSI Diff (to non-tech group)
Claims Tech Usage
Source: J.D. Power & Associates, 2015 U.S. Auto Claims Satisfaction Study
Settlement & Satisfaction
Customer Experience by Vehicle Condition
60%
23% 17%
870
855
811
780
800
820
840
860
880
0%
20%
40%
60%
80%
100%
Repair Driveable Repair Non-Drive Total Loss
Source: J.D. Power & Associates, 2015 U.S. Auto Claims Satisfaction Study
Cycle Time by Vehicle Condition
Source: J.D. Power & Associates, 2015 U.S. Auto Claims Satisfaction Study
First notice of loss
Next contact with insurer
Appraisal conducted
Informed of settlement terms
Vehicle to repair facility
Vehicle returned to claimant
Claimant paid
1.7 4.8 11.9 19.5
1.6 3.1 6.3
3.0 14.4 12.3
1.7 3.6 6.5 6.2 13.2 12.6
0.0 2.0 4.0 6.0 8.0 10.0 12.0 14.0 16.0 18.0 20.0 22.0
Driveable
Non-Drive
Total Loss
Number of Days
Time to Achieve Settlement
Source: J.D. Power & Associates, 2015 U.S. Auto Claims Satisfaction Study
48% 28% 24% 44% 35% 21% 15% 32% 52%
905
878
828
894
858
816
889 859
770
750
800
850
900
950
0%
20%
40%
60%
80%
3 days or less 4-7 days 8 days or more
Repair Driveable Repair Non-Drive Total LossRepair No-Tow Overall CSI Repair Tow Overall CSI Total Loss Overall CSI
Amount of Settlement
Source: J.D. Power & Associates, 2016 U.S. Auto Claims Satisfaction Study (Waves 1-3)
$7961 $7322 $7442*
$1177 $1699*
$5000
$6000
$7000
$8000
$9000
$10000
Accepted initial offer Succesful negotiation Negotiation denied
Initial Offer Negotiated Amount Desired Amount
Solution Evolution
Performance Analytics MARK’S BODY SHOP
Smarts & Parts
46% $1,399
9.75 33%
of Total Estimate Dollars Part Spend per Estimate
Average Parts Per Estimate Alt Part Dollars of Total Part Dollars
Machines Aiding
Humans
Source: Peter Bohler for Bloomberg Businessweek | December 16, 2015
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