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J.D. Power — Insurers & Apps & Consumers

Posted By Administration, Tuesday, November 7, 2017

The J.D. Power 2017 U.S. Auto Claims Satisfaction Study offers some interesting insights into how the public views insurance industry applications. The report found that consumers — with significant advertising and the establishment of digital purchase channels on the part of insurers — don’t seem to want to use them for claims.

They prefer an adjuster on the phone — or in person — when filing one.

22% will begin such communication online

Just 9% — however — will give the company notice of a claim online or via an app

David Pieffer of J.D. Powers found that odd considering how much insurers have spent to develop and market these claims programs. “There are still certain areas of the claims process where the human touch is proving difficult to replace. As insurers continue down this path, it will be critical that communication with their customers is not negatively affected.”

The non-filing of a claim online isn’t based on age or comfort with technology. No age group is more comfortable with technology than millennials. Just 12% of them are likely to use digital channels to file a claim.

Plus, those who are using apps for claims are less satisfied with the results than those that don’t.

When it comes to claims satisfaction, here is how J.D. Power rated the companies. All numbers are based on a 1,000 point scale. The industry average is 858 and just one for profit company — Amica Mutual — is in the power rating 5 echelon.


Power Rating 5

Amica Mutual — 901


Power Rating 4

Auto-Owners Insurance — 892

Erie Insurance — 881

The Hartford — 878

Hanover — 871

GEICO — 870

MAPFRE Insurance — 868


Power Rating 3

State Farm — 865

Allstate — 864

Nationwide — 863

21st Century — 858


Industry Average — 858

American Family — 856

Esurance — 854

Progressive — 853

Auto Club of S. Cal — 851

Travelers — 851

MetLife — 850

Farmers — 849

Automobile Club Group — 843

CSAA Insurance Group — 842


Power Rating 2

Liberty Mutual — 841

Mercury — 840


Safeco — 820


Source link: PropertyCasualty360.com

Tags:  Insurance Content  Insurance Industry  Insurance News  J.D. Power — Insurers & Apps & Consumers  Weekly Industry News 

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