NU Online News Service, July 28, 3:23 p.m. EDT
While claim settlement is the largest driver of customer satisfaction during a property claim experience, first notice of loss (FNOL) drives a significant 21 percent of the experience and often sets the tone for the remainder of the claims process, a new J.D. Power and Associates study says.
The study, “2011 Property Claims Satisfaction Study,” notes that FNOL drives 21 percent of the experience for property claims that involve content loss as well as claims that do not involve content loss.
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