Vehicle Protection Plan Consumer Survey (2019), conducted by AmTrust Specialty Risk and Axiom, provided relevant information about the modern consumer mindset when purchasing F&I protection products before, during, and after the sale. The following information discloses how to improve overall customer satisfaction throughout the buying process by identifying major influencers of change as the automotive industry transitions into a new digital era.

Survey results indicated consumers prefer maintenance and repair incentives for purchasing F&I protection products.

%

of consumers would prefer expedited or priority repair services as a benefit to purchasing F&I products

%

of consumers would prefer free rides to pick-up their serviced vehicle as an additional benefit to purchasing F&I products

%

of consumers want to receive rewards for vehicle maintenance and/or good driving

%

of consumers want a rewards program tied to their F&I product purchases.

Reward programs are growing enticements for consumers to make decisions about purchasing a F&I product.

Automotive consumers are more motivated to purchase a vehicle protection plan when these additional incentives are offered. Receive discounts for regular maintenance (e.g., oil changes, radiator flush) and vehicle performance improvement (e.g., over-the-counter fluids for carbon removal, fuel line cleaner) (67%).

%

of consumers want fast-track or priority repair service

%

of consumers want to receive discounts for regular maintenance (e.g., oil changes, radiator flush)

%

of consumers would like to schedule a complimentary pick-up ride from the dealer or ride-share service

%

receive rewards (e.g., Starbucks coffee) or points redeemable from a local merchant for regular and timely maintenance and care of your vehicle

Perks and incentives are highly valuable to consumers who are purchasing F&I products. Through rewards programs and other enticements, automotive consumers find buying protection products more appealing.