J.D. Power's 2013 U.S. Auto Claims Satisfaction Study revealed an overall improvement in customer satisfaction with auto insurance claims handling. The study, which surveyed more than 11,500 auto insurance customers who had settled a claim in the last 6 months, reported that improvements by insurers for managing first notice of loss (FNOL) and providing faster payments to claimants are major contributors to improved customer satisfaction.
Using a 1,000-point scale, overall customer satisfaction with auto claims services averages 855. The Auto Club of Southern California Insurance Group ranks the highest in auto claims satisfaction with an index score of 889.
"While personal auto insurance is a relatively low-touch category, claims handling is an area where insurers can make a big impact on customer satisfaction in a relatively short period of time," said Jeremy Bowler, senior director of the global insurance practice at J.D. Power. "Satisfaction for Auto Club of Southern California Insurance Group and others that have developed a customer-centric focus on the claims process has significantly improved during the past couple of years."
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