J.D. Power and Associates Finds Auto Insurance Claims Satisfaction Declines
April 23, 2013

by Jenna Reed, jreed@glass.com

After increasing in the fourth quarter of 2012, satisfaction with the auto claims experience declined in early 2013, with customers saying they paid more to have their vehicle repaired, according to the J.D. Power and Associates 2013 Auto Claims Satisfaction Study, Wave 2.

The study is based on 2,878 responses from auto insurance customers who settled a claim within the past six months. The study excludes customers whose vehicle only incurred glass/windshield damage.

In Wave 1 of the study released earlier this year, claims satisfaction had increased by six points to 861 (on a 1,000-point scale), over the same period of 2011.

However, in the latest report, satisfaction with the auto insurance claims process dipped to 850.

"When consumers have an accident and need to repair their vehicle around the holidays, it's an inconvenience, and road conditions tend to batch accidents, causing volume peaks for the repair industry," says Jeremy Bowler, senior director of the insurance practice at J.D. Power and Associates.

"Furthermore, for those claimants who incur personal out-of-pocket expenses, having to dip into their holiday savings to pay for repairs is frustrating," he adds.

For more on last year's Wave 2 results, click here.

This story is an original story by AGRR™ magazine/glassBYTEs.com™. Subscribe to AGRR™ Magazine.
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