WESTLAKE VILLAGE, Calif., Oct. 30, 2013 /PRNewswire/ -- Customer satisfaction with auto insurance claims handling is improving, due in large part to insurers' improvements in managing the first notice of loss (FNOL) process and providing faster payments to claimants, according to the J.D. Power 2013 U.S. Auto Claims Satisfaction StudySM released today.
"While personal auto insurance is a relatively low-touch category, claims handling is an area where insurers can make a big impact on customer satisfaction in a relatively short period of time," said Jeremy Bowler, senior director of the global insurance practice at J.D. Power. "Satisfaction for Auto Club of Southern California Insurance Group and others that have developed a customer-centric focus on the claims process has significantly improved during the past couple of years."
Customer Satisfaction Index Ranking
J.D. Power.com Power Circle Ratings
Auto Club of Southern California
Automobile Club Group
NCNU Insurance Exchange
NJM Insurance Co.**
*USAA is an insurance provider open only to U.S. military personnel and their families and therefore is not included in the rankings.
**New Jersey Manufacturers Insurance Co. is an insurance provider open only to New Jersey Business & Industry Association members, State of New Jersey employees, NJM's previously insured drivers, and/or previous auto/homeowner policyholders and therefore is not included in the rankings.
Note: Included in the study but not ranked due to small sample size are Alfa Insurance, Infinity P&C and National General (formerly GMACI).
The 2013 U.S. Auto Claims Satisfaction Study is based on responses from more than 11,500 auto insurance customers who settled a claim within the past 6 months. The study excludes claimants whose vehicle incurred only glass/windshield damage or was stolen, or who only filed roadside assistance claims. Survey data was collected between December 2012 and September 2013.
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SOURCE J.D. Power and Associates