Survey: Insurers Struggling with Transition to Digital Claims Reporting
October 26, 2018— Automobile insurers are achieving high levels of customer satisfaction when handling claims, but they are struggling to transition claimants to digital claims reporting solutions, according to the J.D. Power 2018 U.S. Auto Claims Satisfaction Study.
These findings are noteworthy in light of claim severity outpacing the decline in claim frequency, which is putting enormous pressure on traditional customer service and claims processing operations to create a more effective way to handle auto claims.
Erie Insurance ranks highest in overall customer satisfaction with a score of 891. Amica Mutual (887) ranks second and Auto-Owners Insurance (882) ranks third.
The 2018 U.S. Auto Claims Satisfaction Study is based on responses from 10,896 auto insurance customers who settled a claim within the past six months prior to taking the survey. The study excludes claimants whose vehicle incurred only glass/windshield damage or was stolen, or who only filed a roadside assistance claim. Survey data was collected from Nov. 2017 through Aug. 2018.
More key findings from the study can be found here.