According to the article “Auto Claims Customer Satisfaction Still High, But Dips From ‘09″ by NU Online News Service on Property-Casualty.com, overall auto insurance claims satisfaction dropped in 2010 because of a decrease in settlement satisfaction based on a study from JD Power & Associates.
JD Power & Associates released its 2010 US Auto Claims Satisfaction Study recently and it shows the number of consumers who filed claims considered their fair dropped in 2010 when compared with the 2009 results. Satisfaction with claims service is still higher than it was in 2008 which is a good sign. For the study, auto insurance companies were ranked based on consumer responses, on first notice of loss, service interaction, repair process, appraisal, settlement, rental experience and overall satisfaction.
The senior director of insurance practice at JD Power & Associates, Jeremy Bowler, says the industry experienced huge improvements in 2009 partly because of a 2 day reduction in overall repair time year over year which is a major feat. In 2010 repair times increased slightly but overall satisfaction is still good.