J.D. Power: Auto Insurance Claims Satisfaction Drops

Customer satisfaction with the auto claims experience declined for the first time in three calendar quarters, according to the Westlake Village, Calif.-based J.D. Power and Associates 2012 U.S. Auto Claims Satisfaction Study —Wave 2 issued on Wednesday. Overall customer satisfaction has dropped 13 points to 842, the lowest level in three quarters. The largest driver of low scores is a 19-point decline in first notice of loss, when the customer first notifies the insurance provider of damage to their vehicle. Other factors with significant declines are service interaction (-16 points); appraisal (-16 points); and the repair process (-15 points).