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 ›