March 3, 2026
Jonathan Jordan, director of retail strategy for F&I product provider JM&A Group, said his company launched its so-called virtual F&I offering in 2018. He told Automotive News in late January the company had logged more than 23,000 transactions where the F&I manager and customer had never actually met — with about 20,000 occurring in the past two years.
The video chat feature at first focused on the notion “customers don’t want to come to the dealership,” Jordan said. But this hypothesis was found to be incorrect, he said.
“What I like to say is ‘it’s not that they don’t want…