How Repairer Satisfaction Improves Motor Claims Management

Improving motor claims performance isn’t just about faster systems or automated workflows; it’s about how well your extended network operates. At EstImage, powered by Stelvio, we recently surveyed our EstImage Repairers  (5 Mar-13 Mar 2025, n=171)  to understand what helps them perform at their best.  We also wanted to understand how Repairer workflow impacts claims outcomes for insurers and assessors.

The results offer real insight into what’s working and also spurred some great ideas for improvements which will also positively impact the workflow and outcomes for insurers and assessors alike. Most of all, the opportunity to listen to feedback from our Repairer Network and what matters most to them, is a gift we embrace.

Repairer Feedback Offers Insight into Motor Claims Efficiency

We asked: “How likely are you to recommend EstImage to an industry colleague?”

The response: EstImage was given an Net Promoter Score of 53 - well above the SaaS industry benchmark of 36 and classified as “excellent” by global standards. This tells us that repairers view EstImage Online not just as a functional tool, but as an ongoing valuable part of their operations.

The impact of long-term experience was even more pronounced: repairers who had used EstImage for 7–10 years gave us an NPS of 71, reinforcing the value of reliability, consistency and trusted workflows.

What Repairers Value The Most

When we asked what top-of-mind key benefits were when using EstImage, repairers consistently voiced:

  • Ease of use

  • Our responsive support team 

  • A seamless integration into their workflow and efficiency

These benefits don’t just help repairers - they reduce delays, minimise back-and-forth, and ensure the right information is available at the right time for assessors and claims teams. EstImage Online’s simplicity, intuitive user interface and the efficiency that comes from ease of use are matched perfectly to what Repairers need.

One Repairer shared that they recommended EstImage as it is:

“Easy to use, there is very good technical support and the new Estimage Online is Fantastic!”

Turning Insight into Action: Product Improvements in Progress

While the overall feedback was highly positive, we also heard constructive feedback. We’re currently working on that feedback and have placed it into our upcoming innovation pipeline.

The goal of this survey wasn’t just to measure satisfaction, it was to understand how EstImage Online supports the broader motor claims network.  Our focus is to understand how we can make that network work even better for insurers and assessors.

When repairers have the tools and support they need, insurers benefit from:

  • Shorter cycle times

  • Fewer follow-ups and errors

  • Streamlined communication

  • Better experiences for customers

  • Aligned partnerships to work better together

We’re using this insight to further develop EstImage Online from real-world feedback, not assumptions. Our approach remains consistent; to make it easier for the industry to deliver efficient and better assessments and repairs, allowing your team to focus on what matters most.

Ready to simplify motor claims management and reap the benefits?

Discover how EstImage Online helps improve Repairer performance and delivers better outcomes for everyone. Explore EstImage Online or EstImage Motor

Damien Haenga