Recently, we reported about a study that showed customer satisfaction with auto insurance companies was at a 5-year high (See story: Customers Report 5-Year High in Satisfaction); however, a new report shows that customers are also happy with the auto insurance claims process.
The report, the 2009 Auto Claims Satisfaction Study, was releasedby J.D. Power and Associates onThursday.
Facts from the Study
The study set out to find discover overall satisfaction among auto insurance claimants. It discovered that on a 1000-point scale, the average satisfaction rating is 842 for 2009, which is 24 points higher than 2008.
The reason for increased satisfaction was largely due to satisfaction with timeliness and fairness during the claim process.
The report showed that the cycle time for a claim decreased from 14.8 days in 2008 to 12.6 days in 2009, confirming the claimants’ sentiments. Also, 96 percent of claimants reported received a repair appointment at their desired date and time. According to the report, all of these factors played a major role in customer satisfaction.
GettingHappy with Your Insurer and Claims Process
According to the report, a large number of study participants who work with companies that achieve high levels of satisfaction, say they will definitely renew their insurance with their company. Over half of the same participants said they would recommend their insurer to others.
How does one because this happy with their insurer? The report revealed that many customers are happiest with the claims process and insurer when:
- They can report a claim to their local agent, rather than the insurer.
- They can have one contact point throughout the entire process.
- The local agent or insurer follows up with the claimant at the end of the claims process.
While you can’t control the agent’s follow-up procedures, you may consider reporting to a local agent and having one point of contact to improve your own claims process. Also, you might consider working with companies that ranked high in satisfaction based on their claims process, including Auto-Owners, GMAC and Hartford.
Are you satisfied with your insurer’s claims process?
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