Survey shows satisfaction for auto claims slightly lower this year


21The J.D. Power and its associates recently released the results of their 2010 study on claimants’ satisfaction with auto claims. This particular research revealed that claimants are less satisfied with auto insurers today than in 2009. According to the study there has been an overall decline of five spots to 837 from 2009 in a 1000-point scale. 

Although there has been a bit of decline in consumers’ satisfaction with the service given by their auto insurance providers, 2010’s satisfaction rate is still 19 points better than that of 2008.

According to the insurance practice senior director of J.D. Power, Jeremy Bowler, claimants were highly satisfied with the services of auto insurance companies in 2009 primarily because of the two-day reduction in the average repair time. Bowler added that in 2010 the repair time has improved further by lessening half of a day to the overall repair time which can be the reason why it kept hold of much of the satisfaction gained in 2009.

The study conducted by J.D. Power and Associates measured the satisfaction of the claimants with the claiming process particularly for losses associated with car physical damage. The study used the measurement of several factors like first loss notice, service interaction and appraisal. Also researchers made use of the factors which include repair process, rental experience and settlement which happened to be the most significant factor to overall claimants’ satisfaction.      

Results showed that Auto-Owners Insurance for its third consecutive year is still the top scorer with 902 points. Following are Amica Mutual and The Hartford who both landed with the score of 872. Erie Insurance ranks third with 869 points followed by Automobile Club Group who scored 844. GEIKO is next with the score 837 and Liberty Mutual who happened to score 837 also then Automobile Club of Southern California with the score 828 which was closely followed by Traveler scoring 827 then Safeco with 825 points. Farmers and MetLife are next who both garnered a score of 820. Then they were followed by Mercury with the score of 807, Commerce by 783 followed and 21st Century with the score of 781.

This study was based on the responses of 11,597 auto insurance customers. This population used to accomplish the study is composed of policyholders who within the past 12 months filed a claim with their auto insurance company.

Filing a claim is one meticulous task than needs to be accurately assessed, verified, processed and settled thus it can be a kind of serious transaction that could challenge claimants patience and insurers expertise in providing people its service.