Claims News Service, Nov. 5, 10:56 a.m. EST — The findings of the J.D. Power and Associates 2008 Auto Claims Satisfaction Study indicate that policyholders are more content and thus more inclined to renew policies with insurers that express empathy and effectively meet expectations.

Drawing upon 11,671 responses from auto insurance customers who filed a claim within the past 12 months, the recent study examined satisfaction levels of auto physical damage claimants with the overall claim process. It excluded customers who only had glass/windshield, theft/stolen vehicle, roadside assistance, or bodily injury claims. Fielded from July to August 2008, the survey ranked Lansing, Michigan-based Auto-Owners Insurance highest in providing a satisfying claim experience for auto insurance customers. Depending on the complexity of a claim, the customer may experience all or only some of the following factors: claim settlement; service interaction; first notice of loss; repair process; and rental experience.

Based on the research, it is evident that managing expectations, showing empathy, ensuring convenient service, and communicating effectively are key ways in which insurers can enhance the claim experience from a consumer standpoint. Specifically, J.D. Power and Associates found that implementing ten service practices positively impacts policyholders' sense of well-being in regard to claim handling. To improve customer satisfaction, insurers should make a concerted effort to: