Digital playing supporting role in claims satisfaction lift: J.D. Power

Satisfaction with auto insurance claims is at an all time high, according to J.D. Power & Associates' U.S. Auto Claims Satisfaction Study. However, policyholders are still eager to talk to live reps for assurance that their claim will be handled in the best manner.

The survey of 11,186 auto insurance customers who settled a claim within six months of being contacted, found that satisfaction has risen to 868 on the company's 1,000-point scale, with all factors measured -- first notice of loss; claim servicing; estimating; repair; rental; and settlement -- rising independently. Cycle time has dropped by half a day, the study also found.

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While consumers grow more at ease with digital contact every year -- 6% more prefer digital status updates this year than last -- they remain more at ease with non-digital status updates on the whole. The stubbornness of this metric can be attributed to younger policyholders being less at ease throughout the claims process, starting with the first notice of loss. As a result, "a majority of claimants still prefer proactive, non-digital status updates, such as calls from the repair facility, calls from the agent and calls from the insurer," J.D. Power reports.

"Digital is great for routine updates -- customers love that," says David Pieffer, Vice President, J.D. Power Property & Casualty Insurance Intelligence. "But customers use voice for verification of information, to discuss a total loss or to discuss with an adjuster liability. That's something [carriers] haven't figured out how to replicate."

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