JD Power Reports Decline in Satisfaction with Auto Insurance Claims

Customer satisfaction with the auto insurance claim process has declined for the first time in three quarters, according to the latest Auto Insurance Claims Satisfaction Study conducted by J.D. Power and associates. Satisfaction scores had steadily been increasing each quarter until they experienced a major decline in the report just released for the first quarter of 2012. 

The U.S. Auto Claims Satisfaction Study is based on more than 3,500 responses from auto insurance customers who filed a claim within the past six months. The study excludes customers with glass-only claims. The study looks at the policyholder's experience with first notice of loss report; service interaction, appraisal; repair process; rental experience; and settlement, when applicable. The first portion of this year's study—being referred to as Wave I—was conducted in November and December 2011.