Southeast Region Achieves Highest-Ranking Auto Insurance Satisfaction Scores

Customer satisfaction with auto insurance companies in the seven regions of the U.S. varies from the highest regional industry average of 814 (on a 1,000-point scale) in the Southeast region to a low of 784 in the Northeast region of the country, according to results of the J.D. Power and Associates 2012 U.S. Auto . . . Continue Reading Southeast Region Achieves Highest-Ranking Auto Insurance Satisfaction Scores

Total Loss Auto Insurance Claimants are Least Satisfied

 

Jeremy Bowler

Auto insurance customers who file a claim that results in a total vehicle loss are much less satisfied with the claims experience than are those customers who file a claim for a repairable vehicle, according to our 2011 U.S. Auto Claims Satisfaction Study, which measures six key factors* that impact satisfaction with the claims process for auto physical damage loss.

Our most recent study, which is based on more than 11,500 responses from auto insurance customers who filed a physical damage loss claim** within the past 12 months, finds that satisfaction with the claims experience averages just 811 (on a 1,000-point scale) among claimants filing a total loss—that’s 42 points lower than the average among those claimants whose vehicles were repaired.

The gap is mainly due to less satisfaction with the settlement amount received. Nearly one-half of total loss claimants indicate the settlement wasn’t enough to replace their totaled vehicle with a similar make/model vehicle. Continue reading ›

Satisfaction Improves the Most among Unbundled Auto Insurance Customers

Jeremy Bowler

For the first time, satisfaction with price is higher among unbundled auto insurance customers than among those customers who have more than one policy with the same provider, according to results in our 2011 U.S. National Auto Insurance Study, which is based on responses from nearly 28,000 auto insurance policyholders.

The overall industry satisfaction index for auto insurance customers who have their homeowners policy with another insurer, or who only have an auto policy, has increased considerably from 2010—up 21 and 26 index points, respectively, on a 1,000-point scale. In contrast, the average index among auto insurance customers who have their homeowners policy with the same insurer increases by just 7 points from 2010. Continue reading ›

Satisfaction with Auto Claims Process Dips Slightly from 2009

Although claimant satisfaction with auto insurers has declined by 5 points from 2009 to 837 (on a 1,000-point scale) this year, the industry has retained most of the service gains from 2 years ago—the overall satisfaction score in 2010 was 19 points higher than in 2008, according to the J.D. Power and Associates 2010 . . . Continue Reading Satisfaction with Auto Claims Process Dips Slightly from 2009