J.D. Power: Satisfaction with auto insurance claims goes up

John Egan

The process of filing an auto insurance claim certainly isn’t fun, but Americans are becoming more satisfied with it, according to a new study by market research powerhouse J.D. Power and Associates.

J.D. Power and Associates’ 2013 U.S. Auto Claims Satisfaction Study found that from the fourth quarter of 2011 to the fourth quarter of 2012, satisfaction with the auto insurance claim process rose 6 points to 861 on a 1,000-point scale. Contributing to the bump was an 11-point jump in satisfaction with claim settlements.

“Regardless of the claim type, the faster the claimant is paid and can move forward with a repair or to replace their vehicle, the more likely they are to be satisfied,” Jeremy Bowler, senior director of the insurance practice at J.D. Power and Associates, says in a news release. “In addition, satisfaction with the claims professional is at an all-time high, indicating that the process is becoming smoother, with more frequent updates throughout contributing to a much more satisfying experience."

While Americans surveyed by J.D. Power and Associates were happier with the claim process, they were less happy with the auto repair process. Satisfaction with the repair process declined 2 points to 862 from the fourth quarter of 2011 to the fourth quarter of 2012. Adding to the drop was a slight increase in dissatisfaction over cars not being fixed right the first time around.

“While insurers have made significant progress in the past 12 months to improve the efficiency of the claims process, the repair providers have not kept pace,” Bowler says. “Failure to repair a vehicle correctly is critical to the customer experience as average satisfaction scores tumble over 100 points for those who had to bring their vehicle back for repeat repairs.”

Data for the study was gathered in December 2012. The study was based on responses from more than 3,000 auto insurance policyholders who had settled a car-damage claim within the previous six months.


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