How To Do It Right: An Impact To Auto and Homeowners Insurance Claim Customer Satisfaction

J.D. Power and Associates' 2007 Insurance Claims Study said that there is a huge impact on homeowners about the filling of insurance claim for them to repair the damage.

Jeremy Bowler, the senior director of the insurance practice at J.D. Power and Associates, said, "It becomes extremely important to manage customer expectations as far as how long it will take for their vehicle or property to be repaired or replaced. Proactively contacting the customer, keeping them informed and explaining the process at each step can soften the impact of a particularly long claim process - enhancing customer confidence and satisfaction with their insurer."

The customers are expecting their cars to be fixed in the maximum of 14 days. They also expect to experience the following factors: claims settlement, claim servicing, first notice of loss, estimation process, repair process, and rental experience.

"As the number of representatives a customer interacts with increases, so does the likelihood that the customer will need to repeat information regarding the claim, which negatively impacts their overall impression of their insurer and adds to the amount of time spent in the claims process. Customers with a local agent are most likely to be satisfied with claims servicing if they report the incident to the agent and that agent remains as the primary claim contact thereafter," Bowler also added on his statement.

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