Consumers are noticeably happier with their Auto claims experience compared to just a year ago, according to J.D. Power and Associates' 2012 U.S. Auto Claims Satisfaction Study.
The uptick in satisfaction levels is being driven primarily by an improvement in claimants' perceptions of the fairness of settlement terms, says the marketing information-services company. Aside from fairness, policyholders cite an insurer's ability to manage expectations and communicate the progress of a claim as crucial components of the satisfaction equation.
For the fifth consecutive year, Auto-Owners Insurance ranks highest in overall satisfaction with a score of 887 (on a 1,000-point scale). Next were Amica Mutual and Erie Insurance, which tied at 876 points, followed by another tie—Automobile Club of Southern California (AAA) and Country, which both earned 874 points.
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