Accenture study
Consumer survey
Results of insurance fraud consumer
survey conducted by Accenture
Released February 2003
Q1. Have you ever filed a property/casualty insurance claim
(e.g., claims for personal or property, auto, home, workers’
compensation)?
a) 29% : U.S. adults filed a property/casualty insurance claim.
b) 70% : No
c) 1% : Don’t know
Q2. How did you file your most recent property/casualty insurance claim? (Please select all that apply.)
a) 46% : Through carrier call center/ phone
b) 0.3% : Over the Internet
c) 2% : Mailed it in
d) 44% : Through agent/ In person
e) 7% : Others
Q3. When you’ve filed your most
recent claim, which of the following did you do as part of the process?
(Please select all that apply)
a) 32% : Submitted the description and cost of each lost or damaged item
b) 13% : Submitted the description and cost of personal injuries related to the claim
c) 51% : Met face-to-face with an adjuster or claim handler
d) 7% : Don’t know
Q4. Please indicate the degree to which you agree/disagree with the following statement -- “During an economic downturn, people are more likely to commit insurance fraud than they are to do so in normal times.”
a) 11% : Strongly agree
b) 19% : Agree
c) 36% : Somewhat agree
d) 21% : Disagree
e) 5% : Strongly disagree
f) 8% : Don’t know/ Refused
Q5. Do you know of someone who has ever submitted a claim to their insurance company for an amount that’s higher than their actual loss due to an injury or damaged/lost item?
a) 11% : Yes
b) 88 % : No
c) 1 % : Don’t know
Q6. Do you know what kind of insurance claim this was for? (Please select all that apply.)
a) 47 % : Auto
b) 39% : Property/Homeowners
c) 14% : Workers’ compensation
d) 2% : Other
e) 14% : Don’t know
Q7. How important do you think it is for insurance companies to investigate claims fraud?
a) 39% : Extremely important
b) 41% : Very important
c) 17% : Somewhat important
d) 1% : Not very important
e) 1% : Not at all important
f) 1% : Don’t know
Q8. In your opinion, how acceptable is it for people to overstate the value of their claims to the insurance companies?
a) 8% : Quite acceptable
b) 16% : Somewhat acceptable
c) 16% : Not very acceptable
d) 58% : Not at all acceptable
e) 2% : Don’t know
Q9. In your opinion, how acceptable is it for people to submit claims to their insurance companies for items that are not actually lost or damaged or for personal injuries or treatments that they have actually not experienced?
a) 4% : Quite acceptable
b) 7% : Somewhat acceptable
c) 8% : Not very acceptable
d) 79% : Not at all acceptable
e) 2% : Don’t know
Q10. In your opinion, what are the main reasons leading people to commit insurance fraud? Is it because… (Select all that apply)
a) 30% : They need the money
b) 49% : They believe they can get away with insurance fraud
c) 20% : They want to make up for the deductible they would have to pay
d) 24% : They believe they are paying too much for insurance
e) 11% : Their family, friends, insurance agent, doctor(s) or lawyer(s)
influence them
f) 4% : Other
g) 6% : Don’t know/Refused
Q11. If you knew of someone who committed insurance fraud, how likely would you be to report it?
a) 13% : Extremely likely
b) 19% : Very likely
c) 24% : Somewhat likely
d) 20% : Not very likely
e) 19% : Not at all likely
f) 5% : Don’t know / Refused
Q12. Based on your most recent experience with filing an insurance claim, how capable do you think insurance companies are in identifying or preventing fraud related to property or casualty claims?
a) 10% : Extremely capable
b) 28% : Very capable
c) 45% : Somewhat capable
d) 9% : Not very capable
e) 2% : Not at all capable
f) 6% : Don’t know / Refused
***
Methodology
Accenture commissioned Taylor Nelson Sofres (TNS) INTERSEARCH to
conduct a national survey about insurance fraud. The study was conducted
by telephone between the dates of November 13 and 18, 2002. A total
of 1,030 U.S. adult (18+) respondents completed the survey. Among
them, 298 respondents were qualified as those who had filed a property/casualty
insurance claim for personal, property, auto, home or worker’s
compensation.
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