According to the results of a J.D. Power and Associates study, the first thing many people do after going through the automobile claim process is search for a new insurance company.
J.D. Power's report, the 2006 Collision Repair Satisfaction Study, reinforces the importance and impact of customer service in the insurance industry. Its conclusions show that nearly one out of every five customers considers switching insurance companies after dealing with getting a car repaired. According to 62 percent of respondents, claims/estimation is the single most important factor that drives customer satisfaction with the repair process. Two other factors — body shop and rental car — made up 36 percent and 2 percent, respectively.
The study also reported that seven percent of customers chose not to file a claim with their insurer after their most recent collision. Common reasons include: the insurance deductible was more than the cost of the repairs; concern that the carrier would increase the premium after the claim; or at the advice of their insurance agent.
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