Auto insurers continue to struggle to get repaired cars back on the road — but surprisingly, that fact isn’t fueling resentment among policyholders.
Customer satisfaction with auto insurance companies rose 5 points on a 1,000-point scale in J.D. Power’s latest annual U.S. Auto Claims Satisfaction Study.
The average time to complete auto insurance repairs stretched to 23.1 days in 2023, up 6.2 days from 2022. Average repair time is now more than double what it was in 2021.
Yet, J.D. Power says insurers are doing a good job of managing customer expectations, and that has helped the industry to improve its customer satisfaction ratings.
In a summary of the study findings, Mark Garrett, director of global insurance intelligence at J.D. Power, says:
“It’s really a testament to strong client management processes and improved digital communications. Insurers have been able to earn significantly higher auto claim satisfaction scores at a time when costs and rates are rising — even though it’s never taken longer to get a vehicle repaired.”
The survey polled 9,659 auto insurance customers who settled a claim in the nine months prior to the survey. Customer satisfaction improved in nearly every category, including:
- First notice of loss
- Claim servicing
- Estimation process
- Repair process
Satisfaction fell in just one category, rental experience.
For the second straight year, Amica Mutual was the top insurer, garnering a score of 909 out of 1,000. That topped the study’s average score of 878.
The list of insurers that exceeded the industry average is as follows:
- Amica Mutual: 909
- Erie Insurance: 902
- NJM Insurance Co.: 900
- Country Financial: 894
- State Farm: 891
- Auto Club of Southern California Insurance Group: 889
- Auto-Owners Insurance: 888
- Allstate: 882
- American Family: 882
- Safeco: 880
- Shelter: 879
USAA earned a customer satisfaction score of 900 for claims. But the insurer, which only serves military members and their families, was excluded from J.D. Power’s rankings.
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