Study finds that while the use of digital channels increases, technology can’t fully replace human connections during auto insurance claims process. The Hartford ranks highest in satisfaction among insurers without closed memberships.
According to the J.D. Power 2016 U.S. Auto Claims Satisfaction Study, Gen Y customer satisfaction with the auto insurance process, while still the lowest among all generations, is improving and carrying the rest of the industry with it.
Overall satisfaction among Gen Y averages 844 on a 1,000-point scale in 2016, up from 827 in 2015. The 17-point increase among Gen Y customers helps lift the overall industry