After intensive research, I found the answer.
Tesla insurance is a passion project. It’s putting customer experience top of mind, bigger than the economics:
Zachary Kirkhorn [past CFO, now exited]
…And I think I’ve talked about this in the past, but this has become a real passion program for us for these benefits. It’s bigger than just the economics. We’re trying to do a good thing here for our customers, save people money and make the roads a little bit safer.
And creating a dream experience of same-day repair.
[Tony Stark] Like, aspirationally, it would be like a same-day repair of a collision
…
We’ll repair it immediately. And this is as compared to arguing with an insurance company and then a claims adjuster and then a collision repair center. And this can be a nightmare basically. So, we’re trying to turn a nightmare into a dream with Tesla Insurance.
Paraphrasing: “customers can dream about same-day repair.” (or is that the actual experience?)
“Tesla Insurance is notorious for being terrible with their customer service. Squeaky wheel gets the results so I would suggest calling for an update if you haven’t already.”
insurance user experience