Improvements in digital interactions, billings/payment, policy offerings drive increase.
Despite steadily increasing premiums, auto insurance customers are more satisfied with their carriers than ever. According to the J.D. Power 2018 U.S. Auto Insurance Study, insurers are beginning to get the customer interaction formula right, offering a mix of digital and live interactions that keep customers engaged with their brands across all channels.
“Cost is not the sole indicator of customer satisfaction in the auto insurance industry,” said Robert Lajdziak, Insurance Practice Business Consultant at J.D. Power. “Low prices may attract new customers, but it’s service that keeps them. The auto