Customer satisfaction with auto insurance claims handling is improving, according to the latest data in J.D. Power’s “2013 U.S. Auto Claims Satisfaction Study,” due in large part to insurers’ improvements in managing the first notice of loss (FNOL) process and providing faster payments to claimants.
While Auto Club of Southern California Insurance Group ranked highest among public insurers in auto claims satisfaction, with an index score of 889 out of 1,000 possible points, a 15-point improvement from 2012 and a 65-point improvement from 2011, USAA received the highest score, 914. However, since USAA and NJM Insurance (895) serve a limited base, they were not included in the overall rankings.
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