The pandemic hasn’t stopped auto insurance claims satisfaction from rising

Auto insurance claims satisfaction - Woman smiling in car

Consumers continue to be increasingly pleased with the quality of their experience, says JD Power. The pandemic hasn’t stopped steady improvements in auto insurance claims satisfaction from continuing this year. In fact, the reduced number of filings may have contributed to this trend. Fewer claims have given insurers the opportunity to fine tune their customer service. As a result, insurers are able to provide higher quality claims service, leading to improved auto insurance claims satisfaction among customers. The J.D. Power 2020 U.S. Auto Claims Satisfaction Study recorded a 22 percent…

Read More

Auto insurance websites are more important to customer experience than agents

Auto insurance websites - people showing interest in website

A new J.D. Power study showed that insurer digital experiences now lead in satisfaction importance. The J.D. Power 2020 U.S. Auto Insurance Study released last week revealed that auto insurance websites have become more important to the customer experience than human agents for the first time. This was the first time in the 21-year life of the study that digital came out on top. The study found that auto insurance websites had a bigger impact on customer satisfaction than human agents. This suggests that if insurers want to score the…

Read More

Coronavirus auto insurance discounts may harm customer loyalty instead of helping

Coronavirus auto insurance discounts - Man Looking at Computer Thinking

J.D. Power data shows that the refunds and credits are increasing a policyholder’s odds of switching. Across the country, insurers are offering their various versions of coronavirus auto insurance discounts. These are meant to help make sure policyholders aren’t paying more than what their risk level justifies as many people drive far less than they usually would. A new J.D. Power study indicates that providing this savings is making customers more prone to leaving. The study showed that the coronavirus auto insurance discounts are not improving customer loyalty. In fact,…

Read More

1 in 5 Consumers accept Amazon and Google as homeowners insurance companies

Homeowners insurance companies - Home in bubble over hand

A J.D. Power survey showed that shoppers see these tech giants as acceptable home insurers. One in five consumers said in a recent J.D. Power survey that they would be willing to use Amazon or Google as homeowners insurance companies. Among those who participated in the survey, 80 percent were already insured by a large national carrier. Amazon and Google have both dabbled in the insurance industry and are expected to become increasing participants in the marketplace. Earlier in August, media reports showed that Amazon was testing the waters in…

Read More

Loyalty may mean consumers are paying more for auto insurance coverage

auto insurance premiums

Consumers could find less expensive coverage if they switch carriers Loyalty may be costing drivers in terms of auto insurance premiums. Many consumers opt to stay with their insurance provider because they are provided with certain benefits, such as credit toward insurance payments or discounts on other services. This loyalty may not be as beneficial to consumers as they believe, however, and they could find less expensive auto insurance coverage by switching to another insurer, and this may be a greater benefit than the loyalty rewards they are receiving from…

Read More