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J.D. Power: Property Claims Satisfaction Holds Steady Despite Record Cats

Despite two years of historic insured natural cat losses, property claims satisfaction remains high. Even so, FNOL interactions can be improved.

By Christina Bramlet | Updated on April 01, 2013

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.

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