Auto insurance customers highly satisfied with claims procedure

Posted on: Wednesday, February 20, 2013

A new poll shows that insurance customers are happier with the insurance claims process, largely as a result of the speed with which the claims are taken care of.

According to J.D. Power and Associates 2013 Auto Claims Satisfaction Study, on a 1,000-point scale, overall claimant satisfaction in the final quarter of 2012 was 861, up six points from the same three-month period in 2011.

Jeremy Bowler, senior director of the insurance practice at J.D. Power, indicated that the main reasons for this surge in sentiment derives from the quick pace of claims processing and insurers placing a priority on being fair with the settlement reached.

"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," said Bowler. "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."

Due to a backlog of claims or a complicated accident scenario that requires further vetting, a settlement can take some time. But in the final three quarters of 2012, the time it took for claimants to be paid fell from 16.4 days to 13.9 days.

On the opposite end of the spectrum, the time taken for the repair process - which generally doesn't directly involve insurers - edged higher, jumping from 12.3 days between October and December of 2011 to 13.5 days in 2012's final quarter.

It may be wise for insurance agents to give their customers suggestions about where they can go to have their car fixed. This can help raise their client's sentiment even further.

Posted In: Insurance News, Leads

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