Insurance customers more pleased with auto insurance claims in second quarter

Posted on: Monday, July 23, 2012

Agents appear to be succeeding when it comes to turning auto insurance leads into satisfied insurance customers, as a recent analysis suggests policyholders are generally pleased with the claims process.

According to J.D. Power and Associates 2012 U.S. Auto Claims Satisfaction Study, more people were content with the auto insurance claims experience in the second quarter than during the first three months of the year, with satisfaction scores jumping by 10 points to total 852 on a 1,000-point scale. One of the biggest drivers of customers' heightened satisfaction was the settlement process, as the amount individuals paid out-of-pocket for insurance costs dropped by $36 to $218.

"The amount spent out-of-pocket most definitely affects the perception of fairness of a settlement, further influencing satisfaction with the overall auto claims process," said Jeremy Bowler, senior director of J.D. Power's insurance practice. "Additionally, the settlement factor is influenced highly by the clarity and thoroughness of the settlement explanation given to the customer by the insurance company."

He added that this is something for insurance agents to keep in mind. The clearer customers are about what the claims process entails, the happier they tend to be.

Posted In: Insurance News

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