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.

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.