Revealed – which insurer tops the list for P&C customer satisfaction

Insurer scores 926 on J.D. Power's 1,000-point satisfaction scale

Revealed – which insurer tops the list for P&C customer satisfaction

Insurance News

By Ryan Smith

Erie Insurance has ranked highest in customer satisfaction among property and casualty insurers in J.D. Power’s 2023 US Property Claims Satisfaction Study, the company has announced.

Erie led all P&C carriers in property claims experience, earning a score of 926 on J.D. Power’s 1,000-point scale. Erie’s score represented a 30-point jump over its 2022 performance.

Erie Insurance scored 38 points above the industry average in customer satisfaction with the home insurance claims experience. It ranked first in four out of five of J.D. Power’s study factors: settlement, claim servicing, first notice of loss and the estimation process.

“Since our beginning in 1925, Erie Insurance was built on the promise to be above all in service,” said Lorianne Feltz, executive vice president of claims and customer service at Erie Insurance. “Today, Erie is still guided by a responsibility to those who depend on us to be there when they need us most.”

The J.D. Power US Property Claims Satisfaction Study measures satisfaction with the claims experience among insurance customers who have filed a claim for damages. The study examined five factors: settlement, claim servicing, first notice of loss, estimation process, and repair process.

The study was compiled using responses from 5,343 homeowners insurance customers who had filed a claim within the previous nine months.

“When we’re involved in a claim, it’s often one of our customer’s worst days,” said Cody Cook, senior vice president of claims for Erie Insurance. “We’re grateful for our highly trained, empathetic adjusters who bring our customers back to pre-loss conditions, as well as for our agents who sell the right coverage to fit our shared customers’ needs.”

J.D. Power also recently ranked Erie in first place for customer satisfaction among personal lines insurers and in the top three for auto claims satisfaction.

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