Auto Claims Satisfaction Scores Are Up Despite Longer Repairs

An auto parts shortage combined with longer cycle times for repairs has contributed to repairs taking an average of about 23 days in 2023, up an average of a little more than 6 days from 2022 and more than double the average repair time in 2021, according to the latest Auto Claims Satisfaction Study, released by J.D. Power.

Pre-pandemic cycle times averaged 12 days.

Despite vehicles taking significantly longer to repair, customer satisfaction hasn’t been adversely affected.

In fact, customer satisfaction with the auto insurance claims process improved this year, led by concerted efforts by insurers to carefully manage customer expectations, J.D. Power said.