Overall satisfaction with auto claims held steady in the second quarter of 2013, but the latest J.D. Power survey indicates that customers in the Mid-Atlantic States were very dissatisfied with how insurers handled claims following Superstorm Sandy.
The J.D. Power 2013 Auto Claims Satisfaction Study—Wave 3 results show a two-point increase in overall claimant satisfaction to 852—on a scale of 1,000—from the Wave 2 study [January – March 2013].
However, the report does show significant dissatisfaction among consumers, particularly in the Mid-Atlantic where satisfaction with the claims process for vehicle total loss declined by a significant 57 points. Satisfaction with the appraisal process declined by 71 points and satisfaction with the settlement process dropped 76 points.
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