Stakeholder needs and expectations

To better facilitate key stakeholder collaboration, we surveyed our network of insurance restoration professionals about what’s going on in their businesses today.

Nearly 500 senior leaders of construction businesses across the U.S. responded to our inquiry, providing a thoughtful snapshot of the insurance restoration value proposition. Here’s what they told us about how managed repair adds value for customers, contractors, and carriers alike.

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Managed Repair Programs have a universally understood value proposition

The success of the insurance restoration industry is driven by customer experience, quality of workmanship, and more operational factors like documentation and estimate accuracy and carrier relationship management. So it stands to reason that these are some of the top metrics for assessing MRPs.

Chart showing factors contributing to the success of the insurance restoration industry with customer experience at 61.9% and quality of workmanship at 54.5%

When it comes to restoration, we’re putting it back the way it was, if not better. What matters is speed and accuracy.
Network Contractor

This value proposition is well aligned with stakeholder needs and expectations.

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For contractors, a steady stream of work (74%) is by far the biggest benefit of participating in a managed repair program. Built in credibility and trust (56%) and stronger client relationships (40%) — which may go hand in hand — and a competitive advantage (28%) over contractors who don’t participate in MRPs are also frequently cited benefits.

Customers also benefit from these programs. Contractors perceive peace of mind with vetted professionals (66%) as the top benefit of an MRP to their customers, closely followed by eliminating the need to find a contractor (55%). Warranty protection (44%) doesn’t hurt either.

Customer expectations have increased in recent years according to contractors, so these benefits are important to reiterate.

Our industry has huge fluctuations, and the managed repair program really allows us to have a little bit more steady, stable work throughout the entire year.
Network Contractor

Contractors see relationships and experience as more critical than technical execution.

When asked the single biggest factor in industry success, customer experience wins by a wide margin, more than 2x quality of workmanship and nearly 3x carrier relationship management.

Chart displaying perceived benefits of an MRP for carriers: customer experience 33%, quality of workmanship 14%, strong operational systems 12.5%, carrier relationship management 11.6%, documentation and estimate accuracy 10.8%

The contractor-carrier relationship is essential to the success of MRPs.

Contractors also have a clear message to carriers about the value they can see from MRPs, citing contractor accountability (53%), cost control and reduced leakage (46%), faster claim cycle times (40%), and higher policyholder satisfaction (33%) as key benefits of participation in these programs.

Bar graph displaying factors influencing insurance restoration industry success, including contractor accountability, cost control, claim cycles, and satisfaction

But they also want carriers to know that as much as they value their MRP involvement, they are feeling the pressure at times, with carriers asking them to provide a greater range of discounts (73.6%) and a greater range of services (64.9%) than ever before.

There is widespread agreement that consumer expectations have increased in recent years (80.3%). This is a particularly important message for carriers because they also broadly agree that the customer experience contractors provide directly impacts consumers’ carrier perception (82.1%).

The pressure is rising from both sides:

80.3% of contractors say customer expectations have risen

73.6% of contractors say carriers are asking for a greater range of discounts than ever before

Customers want us to tell them every step of the way what we're doing on a daily, weekly basis; they want to be in the know.
Network Contractor

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Find out more

This is the second chapter of a three-part report on the managed repair industry and the trends shaping its future.

Read the first chapter to learn what’s on contractors’ minds.

Learn more about managed repair at contractorconnection.com