The 2010 Auto Claims satisfaction study was recently released by J.D Power and its associates and the results show the satisfaction rate of claimants this year is slightly lower than that of 2009. In the 1000-point scale, the satisfaction rate, this year is only 837 compared to last year’s 842. Although this year’s satisfaction rate was lower than that of last year’s, there has been a 19-point improvement when compared to the year 2008 when the registered claimant satisfaction rate was only 818 points.
J.D Power Insurance Practice Senior Director Jeremy Bowler said that the main reason for 2009’s high claimant satisfaction rating was the average repair time’s two-day reduction. Although a bit lower, Bowler said the 2010 claimant satisfaction rating still benefited from the previous year’s total repair time.
The claimant satisfaction rating primarily measured the respondents’ feedback on the claiming process. With losses from physical car damages, claimants’ satisfaction with the process had been gauged. Factors used in the satisfaction rating include service appraisal and interaction, first loss notice, and many others. The most significant factors for the claimant’s satisfaction rating are the repair process, rental experience, and rental settlement.
Among the insurance providers that claimants give high satisfaction ratings, Auto-Owners Insurance emerged on top of the list. It garnered an average of 902 points in satisfaction rating from the claimants. Next on the list are The Hartford and Amica Mutual both with 872 points, occupying second place. At third is a tie between GEIKO and Liberty Mutual with 837 points. Fourth is Automobile Club of Southern California with the 828 points.
Traveler emerged fourth while the Club of Southern California lacked a single point with 827 and was listed in fifth place. Safeco settles at number six with 825 points. Farmers and MetLife are both in number seven with a score of 820 points. They were followed by Mercury Insurance with 807 points at number eight, Commerce with 783 points at number nine, and 21st Century with the score of 781 points at number 10.
There were 11, 597 car insurance customers who participated in the study. They are all policy holders who have filed claims with their respective car insurance providers for the last 12 months.
Filing for claims is a task that tests both the insurance holders’ and providers’ interest in quality service. It takes much time and effort for the holders in the same way that it requires expertise on the part of the providers.
