Satisfaction with Auto Claims Process Declines
Slightly from 2009, According to Latest J.D. Power Study
November 5, 2010
J.D. Power Associates found that claimant satisfaction with auto
insurers has declined slightly from 2009 in its recent 2010 U.S.
Auto Claims Satisfaction Study(SM). However, the research firm reports
that the insurance industry "has retained most of the service
gains made since 2008."
The study finds that, while overall satisfaction has declined by
five points from 2009 to 837 (on a 1,000-point scale), satisfaction
remains 19 points higher than in 2008. The slight decline in satisfaction
in 2010 is the result of a decrease in satisfaction with settlement,
primarily due to a reduction in the number of claimants who considered
their settlement to be fair and equitable, according to the study.
"In 2009, the industry experienced dramatic improvements in
overall claims satisfaction, fueled in part by a two-day reduction
in average repair time year over year," says Jeremy Bowler,
senior director of the insurance practice at J.D. Power and Associates.
"In 2010, repair times have increased by less than half a day,
on average, so the industry has retained much of that satisfaction
The study measured claimant satisfaction with the claims process
for auto physical damage loss. Claimants ranked insurers using six
factors: first notice of loss; service interaction; appraisal; repair
process; rental experience; and settlement.
Auto-Owners Insurance ranked highest for a third consecutive year
in overall satisfaction with a score of 902, and, according to J.D.
Power, performed well in all six factors. Amica Mutual and The Hartford
tied for second with 872 points each.
The 2010 U.S. Auto Claims Satisfaction Study is based on 11,597
responses from auto insurance customers who filed a claim within
the past 12 months with their current auto insurance providers.
The study excluded claimants whose vehicle only incurred glass/windshield
damage or was stolen, or who only filed roadside assistance claims.
The study was fielded May through June 2010.
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