Satisfaction with the auto claims experience declined in early 2013, as claimants noted an increase in repair costs, according to the J.D. Power and Associates “2013 Auto Claims Satisfaction Study—Wave 2.”
In fact, nearly all metrics deteriorated from the last installment of the study. Overall, customer satisfaction has declined by 11 points to 850 on a 1,000-point scale, compared to the Wave 1 study. Additionally, out-of-pocket expenses, such as the deductible and vehicle rental, have increased to an average of $499, up from $469 in Wave 1 of the study.
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