Claims News Service, Jan.31, 12:50 p.m. EST — Property/casualty insurer Erie Insurance Group earned the highest ranking in the fourth annual J.D. Power and Associates Collision Repair Satisfaction Study of consumers who filed an auto insurance claim. This was the second consecutive year Erie was ranked number one.
The study represents 5,679 consumers who had collision repairs or body work performed on their cars in 2005. Respondents rated their satisfaction with their repair experiences in three areas: body shop; claims/estimation; and rental car.
According to the study, insurance carriers that focus on communication with customers typically achieve higher levels of overall satisfaction. Customers who were given an explanation on the auto parts used in their repairs were more satisfied than uninformed customers. More than 75 percent of customers indicated they were informed or engaged in such discussions.
The remaining top nine ranking were:
AAA Michigan Auto Club Group
State Farm
GMAC
Liberty Mutual
St. Paul Travelers
ACSC
GEICO
American Family
MetLife
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