ACG Ranks Second in Nation for Collision Repair Customer Satisfaction

February 10, 2006

The Auto Club Group (ACG) — holding company for the Auto Club Insurance Association (ACIA) and six AAA affiliates in the Midwest (including AAA Michigan) — is ranked second in the nation for collision repair satisfaction, according to J.D. Power and Associates. This is the third consecutive year in which ACG has achieved a top 10 ranking in the J.D. Power and Associates Collision Repair Satisfaction Study.

The rankings are based on 5,679 responses from consumers who had collision repair or body work performed on their vehicles in the past 12 months. The study examines three primary factors to determine satisfaction level: 1) Body Shop (facilities, service advisor and repair quality), 2) Claims/estimation (claim rep., claim process, claim settlement and estimator), and 3) Rental Car.

Headquartered in Michigan, The Auto Club Group serves more than 4 million AAA members in eight Midwest states: Illinois, Indiana, Iowa, Michigan, Minnesota, Nebraska, North Dakota and Wisconsin.

The Auto Club Insurance Association (ACIA) provides personal lines insurance products and services for AAA members in all clubs within The Auto Club Group.

According to J.D. Power and Associates, insurance carriers that met customer expectations through effective communication generally achieved higher levels of overall satisfaction.

According to J.D. Power and Associates customers want to know and have a say in what happens in the repair process of their vehicle. Basic communication between the insurance company and the customer regarding what will be done to repair their vehicle, parts types the body shop is going to use, and how long the repairs will take goes a long way to increase customer satisfaction.

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