The Numbers Behind NationsGuard’s Claims and Customer Care
Dealers hear a lot of promises about “service” and “support” from F&I providers. NationsGuard takes a different approach: put the numbers behind the promise. With 30+ years of dealer-focused expertise and the backing of the Hendrick organization, NationsGuard’s claims and customer care operation is built to be measured, not just marketed.
The Claims Experience, By the Numbers
When a customer needs to file a claim, speed and simplicity matter as much as the coverage itself. Here’s what that process looks like on the back end:
- Under 6 seconds average call answer time for the claims center
- Under 15 minutes median claim adjudication time
- Approximately 83% of claims filed online
- 112 ASE Certifications across 12 Claim Adjudicator team
- 100% of adjusters we employ are ASE-certified
- Team includes one of fewer than 2,500 ASE World Class Technicians nationwide
These last few points matter more than they might seem. A claim is only as good as the person evaluating it. Our adjusters reviewing claims bring ASE-level technical certification to the table, not a generic call center script.
What Happens Behind the Customer Care Line
Claims are only one piece of the experience. The customer care center handles the broader relationship, and the response times reflect that:
- 7 seconds median call answer time
- 99.4% customer satisfaction rating
- 9 minutes average first reply time
- 63,667 customer requests handled in 2025 alone
This isn’t a small-scale support desk handling a handful of calls a day. It’s a team built to manage tens of thousands of customer interactions a year without sacrificing response time or satisfaction.
Recognition That Backs It Up
None of this is self-reported marketing. NationsGuard’s claims and customer care operation has been independently recognized with:
- ABA People’s Choice Stevie Award — Customer Service 2026
- ABA Stevie Award (Silver) — Customer Service
- ABA Stevie Award – Department of the Year 2026
- US Customer Experience Award — Best Innovation in Customer Experience 2026
- US Customer Experience Award — Best Use of AI 2026
For dealers evaluating F&I partners, that kind of third-party validation is worth as much as any internal metric.
Curious how this level of service performance shows up in your own program? Schedule a program review with NationsGuard.