The claims process is where the rubber meets the road, and poor claims service can leave clients jumping ship more so than nearly any other factor. And in an increasingly commoditized market, the quality of claims processing in auto insurance is paramount.
J.D. Power’s 2014 US Auto Claims Satisfaction reveals the top five insurers in auto insurance, ranked by customer satisfaction with the claims process.
According to J.D. Power, while overall satisfaction with auto claims has steadily improved since 2010, satisfaction in the service interaction factor jumped a full seven points between 2013 and 2014.
“Insurance companies are placing more emphasis on training their employees and representatives to be customer-centric, especially during the interaction process,” said Jeremy Bower, senior director of J.D. Power’s global insurance practice. “That focus is reflected in the increase in satisfaction, specifically with claim professionals, whose primary responsibility is to accurately estimate the amount of the insurance settlement.
“Historically, those individuals have been recruited and trained for their technical knowledge but haven’t always been known for being customer service-oriented.”
Insurers were rated out of a possible 1,000 points. The top five auto insurance carriers include:
5. Auto Club of Southern California Insurance Group: 867
4. American Family: 868
3. State Farm: 869
2. Auto-Owners Insurance: 879
1. Amica Mutual: 900
J.D. Power assigned an 896 to USAA, but considered it an “honorable mention” as the insurer caters only to US military personnel and their families.
