Auto Claims Satisfaction Declines From 2009, Still Higher Than 2008 Levels

Although claimant satisfaction with auto insurers has declined slightly from 2009, the industry has retained most of the service gains made since 2008, this according to the J.D. Power and Associates 2010 U.S. Auto Claims Satisfaction study. For the third consecutive year Auto-Owners Insurance ranked highest in overall satisfaction among claimants. The study found that while overall satisfaction has declined by five points from 2009 to 837 (on a 1,000-point scale), satisfaction remains 19 points higher than in 2008.
According to J.D. Power, the slight decline in satisfaction in 2010 is the result of a decrease in satisfaction with settlement, primarily due to a reduction in the number of claimants who considered their settlement to be fair and equitable. "In 2009, the industry experienced dramatic improvements in overall claims satisfaction, fueled in part by a two-day reduction in average repair time year over year," said Jeremy Bowler, senior director of the insurance practice at J.D. Power and Associates. "In 2010, repair times have increased by less than half a day, on average, so the industry has retained much of that satisfaction gain."
Read More Read More Read More