Study: Customer Satisfaction with Insurance Claims Increasing

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Oct. 24, 2019—Insurance carriers are delivering the highest levels of customer satisfaction ever catalogued by the J.D. Power U.S. Auto Claims Satisfaction Study.

The 2019 study, released today, finds that customer satisfaction with the auto insurance claim process has increased year over year across every factor measured.

Overall satisfaction with the auto insurance claim process increased to a record-high 868 (on a 1,000-point scale), up 7 points from last year's study. The performance improvement is driven by an increase in performance across every factor measured in the study: first notice of loss; claim servicing; estimation process; repair process; rental experience; and settlement.

The amount of time it takes from the first notice of loss to the return of the vehicle to the customer has been cut from an average of 13.5 days in 2018 to 12.9 days in 2019 for repairable vehicles.

Preference for digital status updates during the course of a claim has increased 6 percent over the past two years of the study. However, a majority of claimants still prefer proactive, non-digital status updates, such as calls from the repair facility, calls from the agent and calls from the insurer. 

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