One-fifth of consumers who have filed property or casualty claims during the past three years are not satisfied with the way that their insurance companies handled their claims, a recent Accenture survey found.
Survey respondents who spoke to three or more people at their insurance companies during the course of the settlement process were nearly five times as likely to be dissatisfied as those who spoke to only one or two claim staff members. Three-fourths of the respondents said that they would prefer to speak to only one person about their claims.
Those with complex claims were more likely to rate their experiences negatively. Claims that took more than 20 days to be resolved were rated negatively by 40 percent of the respondents, compared with 20 percent overall. Claims that resulted in recovery of less than half of their losses received negative ratings by 28 percent, and claims that involved auto-related injuries were perceived as negative by 39 percent.
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