The study found that nearly every insurer's customer satisfaction scores dropped, demonstrating a widespread issue in the industry. (Credit: terovesalainen/stock.adobe.com)
Growing pains related to transitioning to digital services are to blame for property claims satisfaction hitting a five-year low, says the 2022 U.S. Property Claims Satisfaction Study from J.D. Power.
"Insurers really struggled last year, partly due to circumstances beyond their control," Mark Garrett, director, insurance intelligence at J.D. Power, said in a press release. "Longer cycle times, material shortages and personnel availability put added pressure on insurers to keep customers informed and expectations managed. Digital tools were a pivotal part of the process as customers increasingly turned to digital channels by submitting photos to assist in the estimation process and were far more willing to use the tools for status updates. Unfortunately, these digital tools are not always meeting expectations, resulting in support staff needing to get involved. That disconnect creates a major drag on customer satisfaction."
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Brittney Meredith-Miller
Brittney Meredith-Miller is assistant editor of PropertyCasualty360.com. She can be reached at [email protected].
