A common pain point for auto insurance carriers is handling consumer disputes. They take valuable time to investigate, more time to correct and introduce delays to other customers awaiting service or processing. Additionally, disputes can cause negative consumer experiences, especially if not handled quickly and properly.

Carriers can reduce their total disputes by nearly 9% by reporting fault information when contributing data to a database.

In a 2019 study, 17% of all LexisNexis® C.L.U.E.® Auto disputes submitted to the LexisNexis Consumer Center were because the consumer disputed that they were at fault for a reported accident. This is the single largest reason for a C.L.U.E. Auto dispute. Most of these disputes need to be referred back to the contributing carrier for further investigation. Our analysis showed there is a stark difference between carriers who consistently contribute fault information versus those who do not. While 11% of all disputes were related to fault for carriers who contributed fault information, more than 24% of all disputes were related to fault for carriers who did not contribute fault information. In total, carriers who contribute fault information experience nearly 9% fewer disputes than those who do not.

Best Practice

Including fault information in the Fault Indicator field in your contribution can save time spent investigating disputes, improve the customer experience and enable access to data that can improve efficiencies in your workflow.