Satisfaction among insurance customers hits new heights

Posted on: Thursday, July 05, 2012

Insurance customers' satisfaction with the claims process has reached an all-time high, which should come as great news for insurance agents.

According to the J.D. Power and Associates 2012 U.S. Auto Insurance Study, consumers' satisfaction reached a score of 804 on a 1,000-point scale. That's 14 points higher compared to where it was when a similar survey was conducted in 2011 and the highest it's ever been since its inception in 2000.

In addition to consumers' improved satisfaction with how their claims were dealt with, the poll also analyzed how they felt about other aspects of auto insurance, such as their interaction with agents, price, policy offerings, billing and payments.

Jeremy Bowler, senior director of the insurance practice at J.D. Power, noted that agents and carriers have been pulling out all the stops when it comes to effectively dealing with the average consumer.

"Although satisfaction with price remains consistent from 2011, auto insurance companies have made great strides in all other areas," said Bowler. "Specifically in the area of policy offerings, a number of insurance companies place an emphasis on product differentiation in their advertising and packaging of discounts and offerings.

He added that individuals who were satisfied with customer service were more willing to tolerate price increases, provided they were less than $50.

Posted In: Insurance News

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