Homeowners claimants not ready for full digital: JDPA

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According to J.D. Power 2020 U.S. Property Claims Satisfaction Study, homeowners’ satisfaction with property claims has reached a high as insurers focus on relationship management.

The 2020 study is based on responses from 6,025 homeowners insurance customers between April and December 2019. Overall customer satisfaction with homeowners insurance property claims is 881 (on a 1,000-point scale), a significant increase from last year and a record high for the study. This score also represents the highest overall customer satisfaction level among all current J.D. Power consumer-based service studies in the United States and Canada, including auto claims (868); mail order pharmacy (867); and direct banking (860).

Digitalfirst notice of loss and estimation, along with self-service account management tools, are having a positive effect on convenience and speed of the claims process. However, relatively few respondents say they are ready for fully digital claims, with just over a quarter preferring the entire claims process handled offline. Only 4% say they want a digital-only experience.

“Getting this formula right is critical for insurers because any customer perception of undue effort or unnecessary delays experienced on the part of the customer in the claims process is directly correlated with increased shopping for a new insurer,” shared David Pieffer, property & casualty lead for insurance intelligence at J.D. Power. Pieffer continued to say “Home insurers have spent a great deal of time and money refining their claims processing capabilities through a combination of improved client relationship management, enhanced technology and improved quality control.”

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