In general, auto insurance customers are more satisfied with the claims process in 2009, compared with 2008, according to a nationwide study conducted by J.D. Power and Associates. The 2009 Auto Claims Satisfaction Study found that while claimant expectations and satisfaction vary considerably across the six different repair claim paths, satisfaction tends to be higher among customers whose claims experience involves reporting their claim to their local agent, rather than directly to the insurer.
Overall satisfaction among auto insurance claimants averaged 842 on a 1,000-point scale, an increase of 24 points from 2008. Across the industry claimants are more satisfied with the time it took to settle the claim and the fairness of the claim settlement this year, according to J.D. Power. Cycle time decreased to 12.6 days in 2009 from 14.8 days in 2008.
Jeremy Bowler, senior director of the insurance practice at J.D. Power and Associates, surmised that because the rate of road accidents is down, “fewer customers are filing claims and getting their vehicles repaired. As a result, repair facilities have a lower volume of work, which has considerably shortened the time it takes to schedule and start repairs.” He added that “96 percent of claimants report having received a repair appointment at their desired date and time.”
For the second year in a row Lansing, Mich.-based Auto-Owners Insurance Co. ranked highest in customer satisfaction for auto claims. Auto-Owners scored 883 on the 1,000-point scale, and had its highest scores in first notice of loss, service interaction, and settlement. Auto-Owners also scored in the high satisfaction tier for repair process.
GMAC followed Auto-Owners in the rankings with a score of 871, and The Hartford ranked third with a score of 870.
The 2009 Auto Claims Satisfaction Study, fielded from June to July 2009, is based on 11,616 responses from auto insurance customers who filed a claim within the past 12 months with their current auto insurance provider.
Was this article valuable?
Here are more articles you may enjoy.
Three Charged With Helping Agents Cheat on Florida Insurance License Exams 
US P/C Underwriting Results: Two Years in a Row Over $20 Billion in the Red 
Supreme Court Overturns Chevron Rule in Blow to Regulators 
US Home Insurance Still Priced Too Low for Climate Risk, Says Swiss Re Chair From This Issue
