J.D. Power Study: Auto insurance customer satisfaction on the decline

New study finds that drivers are becoming increasingly dissatisfied with the overall insurance claims process.

A new study performed by J.D. Power and Associates has concluded that the overall level of customer satisfaction in relation to auto claims is slowly declining. The news marks the first decline in three calendar quarters, according to J.D. Power and Associates 2012 U.S. Auto Claims Satisfaction Study, released on Wednesday. Specifically, total customer satisfaction declined 13 points to 842. The new study found that the most significant drop in customer approval occurred in first notice of loss (-19 points), which is when the customer initially notifies the insurance provider of damage to their vehicle. Other notable areas of disapproval are service interaction (-16 points); appraisal (-16 points); and repairs (-15 points).

Although auto insurance companies may appear to be the lone culprit, vehicle owners are not entirely guilt free. The average repair cycle has increased from 15.0 days to 15.8 days from the fourth quarter of 2011 to the first quarter of 2012, but customers have been waiting about one-half day longer to bring their vehicle to the body shop.


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