Customer satisfaction with digital claims process surges as Carriers Add Features like automatic collision notification and body shop selection tools. According to the J.D. Power 2024 U.S. Claims Digital Experience Study, released today, auto and home insurance carrier investments in new mobile app features are resulting in significantly higher customer satisfaction scores. Overall satisfaction with […]
Insurers Struggle to Deliver Seamless Digital Experience as Repair Cycle Times Rise
J.D. Power says apps become key to managing customer expectations. With customers saying their average auto repair cycle time has doubled in the past two years—now topping 23 days—and the average home repair cycle time increasing as well, insurers need to work harder than ever to manage customer expectations. According to the J.D. Power 2023 […]
J.D. Power Survey Says Auto and Home Insurance Claims Processes Suffer Digital Growing Pains
Customer satisfaction with claims experience falls again as insurers struggle to manage long cycle times via digital channels. The ongoing digital transformation of the property and casualty (P&C) insurance industry has hit some speedbumps when it comes to customer satisfaction among those who use insurers’ digital channels to manage their claims. According to the J.D. […]
J.D. Power Reports Auto Claims Process Satisfaction Declines as Repair Times Increase
Amica Mutual Ranks Highest in Auto Insurance Claims Satisfaction. The volume of vehicle collisions is returning to pre-pandemic levels and, when combined with all-time-high repair costs, historic backlogs in repair shops and limited replacement parts availability, it is costlier and more time-consuming than ever to get customers’ vehicles back on the road after a collision. […]
J.D. Power Reports Auto Insurance Claim Satisfaction Rises
Increased vehicle complexity introduces new challenges as claims for vehicles with Advanced Driver-Assistance Systems (ADAS) are 13.5% higher on average. The nationwide surge in used vehicle prices has given an unexpected boost to auto insurance customers who experience a total loss—their vehicles might be worth more than they thought. This phenomenon of higher replacement values, […]
Auto Insurance Claims Satisfaction Climbs to Record High
J.D. Power says direct repair shops have higher customer satisfaction than industry as a whole. NJM Insurance Co. ranked highest overall in satisfaction. One silver lining to the COVID-19 pandemic: a 22% decline in frequency of auto insurance repairable claims has given insurers some breathing room to refine their customer experience and deliver higher touch […]
J.D. Power Report U.S. Auto Insurance Claims Satisfaction Reaches Record High
Amica Mutual ranks highest in satisfaction in the U.S. Even as drivers continue to log a record number of miles behind the wheel and rack up ever-higher auto insurance claim totals, insurance carriers are rising to the challenge by delivering the highest levels of customer satisfaction ever catalogued by the J.D. Power U.S. Auto Claims […]
Erie Insurance Tops 2018 J.D. Power Auto Insurance Claims Satisfaction Study
According to report, insurers struggle to integrate digital claims reporting technology. 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 […]
J.D. Power Reports Amica Mutual Ranks Highest in Auto Insurance Claims Satisfaction
Study finds auto insurance customers slow to adopt digital claims reporting. Record collision frequency and severity push industry to control costs and maintain satisfaction Despite a nationwide advertising blitz for mobile auto insurance apps and widespread use of digital channels to purchase insurance, U.S. auto insurance customers have been slow to adopt digital claims reporting, […]
J.D. Power Reports Modest Increase in Auto Insurance Claims Satisfaction
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 […]