J.D. Power and Associates said in spite of a plethora of hurricanes, fires and other disasters last year, customer satisfaction among homeowners who filed claims is at an all-time high. Spokesman David Pieffer says the insurers who were best able to manage customer expectations on how long it will take to settle a claim did best.
“The last two years of record catastrophic losses have put P&C insurers to the test, and many have risen to the occasion, driving overall customer satisfaction levels to new highs,” he said.
Best of all — Pieffer added — is the variety of ways that satisfaction occurred.
“While that overall performance is a positive for the industry, there is wide variability in the different ranges of performance among insurers in different regions of the country and between different service attributes. Particularly noteworthy, customer satisfaction in Texas and Florida — two of the areas hardest-hit by hurricanes — show below-average results, spotlighting areas where there is still room for improvement among insurers,” he said.
These are the study’s key findings:
• On a 1,000 point rating customer satisfaction hit an all-time high of 860
• The key factor of success is the management of the time it will take to satisfy the client
• Being well-informed is as critical as actually settling the claim
• Even those who took longer were satisfied when communication was good
The negative? As expected and as noted, the areas with weather-related catastrophes showed the most dissatisfaction.
Source link: Insurance Business America