During two consecutive years of staggering claims settlements originating from natural catastrophes, P&C insurers nevertheless earned high marks in overall customer satisfaction, according to the findings of J.D. Power and Associates’ “2013 Property Claims Satisfaction Study.”
By and large, the industry fared well in terms of meeting customer expectations in the wake of more frequent—and costly—disasters, but several insurers shined a little brighter, at least in the eyes of survey respondents: Amica Mutual, USAA, and Chubb Insurance scored 907, 904 and 902 respectively on a 1,000-point scale, well above the reported industry average of 832 in 2013. Down just one point from 2012, this year's score nevertheless shows a noticeable improvement from 823 in 2011 and 818 in 2010, no doubt owing to more efficient claims handling and enhanced disaster response.
“Overall, the industry achieved a comparable level of performance to last year even though 11 separate one billion-dollar-plus insured loss events occurred in 2013, most notably Superstorm Sandy,” explains Jeremy Bowler, senior director of the insurance practice at J.D. Power and Associates.
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