The results of J.D. Power and Associates' yearly Home Claims Satisfaction Study are in, and the 2009 findings seem to echo the sentiment of last year. Policyholders who file auto claims are still generally happier with their experience than are those filing property claims.
The study analyzed insurer performance throughout the entire claim process, including First Notice of Loss (FNOL), appraisal; service interaction, settlement, and the repair process. Factored in this year's results were responses collected between July and August 2009 from 2,500 insurance customers nationally who filed a property claim between January 2008 and July 2009. In total, the study evaluated 11 insurers, including: Allstate; American Family; Amica Mutual; Farmers; Liberty Mutual; Nationwide; Safeco; State Farm; The Hartford; Travelers; and USAA.
According to the report, settlement accounts for 41 percent of claim satisfaction, and dissatisfaction with this segment may greatly impact the entire experience. On average, customer satisfaction with the home claims experience registers 828 on a 1,000-point scale. By comparison, satisfaction with the auto claim experience averages 842, according to the study. J.D. Power and Associates attributes the gap to the fact that homeowners' claims tend to be farm more complex than auto.
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