GRADING CLAIMS SATISFACTION.

• Author: O'Rourke, Morgan
• Position: FINDINGS - Brief article

Although property insurers were generally given high ratings for overall customer satisfaction, certain areas of the claims process still need improvement, according to the J.D. Power 2019 U.S. Property Claims Satisfaction Study. The study found that insurers scored the lowest on three key customer satisfaction metrics: how well customers were kept informed on the progress of their claim; the time it takes to settle the claim; and the fairness of the claim setdement. This suggests that communicating more effectively with customers should be a priority. Setting accurate claim length expectations also boosted customer satisfaction, as did providing...