Insurers managed customer expectations as repair cycle times double in two years according to J.D. Power. Amica Mutual ranks highest for second consecutive year. Long repair shop backlogs and lingering parts shortages have caused the average auto insurance repair cycle time to reach 23.1 days in 2023, up 6.2 days from 2022 and more than […]
Auto Insurance Customer Satisfaction Plummets as Rates Surge
J.D. Power finds satisfaction dropped the largest amount in the past 20 years. Nearly one-third (31%) of U.S. auto insurance customers say they experienced a rate increase during the past year as the industry raises rates an average of 15.5% and insurers continue to fight the forces of record high loss ratios, according to the […]
J.D. Power Reports Industry-Wide Auto Insurance Rate Increases Force New Approaches to Customer Retention
Usage-based auto insurance takes center stage as satisfaction flatlines. A record high number of serious collisions, skyrocketing used-vehicle prices and surging repair costs have created an unenviable scenario for auto insurers: raise rates or go out of business. It should come as little surprise that the J.D. Power 2022 U.S. Auto Insurance Study, released today, […]
Premium Increases Lead to Erosion in Auto Insurance Price Satisfaction
State Farm ranks highest among large insurers, The Hartford ranks highest among midsize insurers. According to the J.D. Power 2022 U.S. Insurance Shopping Study, auto insurance customer satisfaction with price has plummeted, driving a surge in new-policy shopping activity while also dragging on the purchase experience index. According to the report, auto insurers are caught […]
Auto Industry Customer Satisfaction Remains at All-Time Low in U.S. for Second Year in a Row
ACSI data show Honda has highest satisfaction and Lexus gains competition in Luxury, as overall customer satisfaction with auto industry flat. Overall customer satisfaction with automobiles and light vehicles was unchanged with a score of 78 out of 100, according to the American Customer Satisfaction Index (ACSI) Automobile Study 2020-2021. The results for the study […]
J.D. Power Reports Auto Insurance Customer Satisfaction Stalls Despite $18 Billion in Premium Relief
Weaknesses in self-service communications channels overshadow pandemic-driven refunds. The auto insurance industry voluntarily returned more than $18 billion in auto insurance premiums to customers in 2020 to address the sharp decline in miles driven during the COVID-19 pandemic. Despite the magnitude of this historic relief effort, the J.D. Power 2021 U.S. Auto Insurance Study finds […]
Auto Industry Skids to All-Time Low in Customer Satisfaction
ACSI research shows broad declines across brands compared to last year. The U.S. automobile industry, like the economy at large, couldn’t escape the crosshairs of the COVID-19 global pandemic. But that’s not the only hurdle the industry has to overcome: New data indicate an ongoing, industrywide customer satisfaction decline. Overall customer satisfaction with automobiles and […]
J.D. Power Reports Customers Disabling Overbearing ADAS Systems
Some alerts on Advanced Driver Assistance Systems (ADAS) are so annoying or bothersome that many drivers disable the systems and may try to avoid them on future vehicle purchases, according to the J.D. Power 2019 U.S. Tech Experience Index (TXI) Stud. This is a major concern for automakers keen to market these lucrative technologies and […]
J.D. Power Reports Auto Insurance Customer Satisfaction at Record High Levels
With a quarter of auto insurance customers adopting direct-to-consumer auto insurance models, superior digital interaction improves customer experience. The last decade of seemingly non-stop direct-to-consumer advertising and heavy investment into digital self-service technologies have driven roughly one-fourth of auto insurance customers to adopt direct distribution models that bypass agents in favor of do-it-yourself tools. According […]
J.D. Power: Auto Insurance Customer Satisfaction Reaches Record High
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 […]