J.D. Power’s most recent survey of automotive claims points to a reduction in satisfaction over the last quarter with how those claims have been handled:
Forty-seven percent of claimants delayed dropping off their vehicle at the body shop to wait for a more convenient time, and 20 percent indicated waiting for weekends or holidays,” said Jeremy Bowler, senior director of the insurance practice at J.D. Power and Associates. “However, these customers tend to also have lower satisfaction as a result of having to wait an extra day and a half, on average, to get their vehicle to the shop compared to results from the prior quarter. This suggests insurers need to do a better job of managing customer expectations for claims processing and vehicle repair times.
Have you noticed any changes in how well your claims are handled over the last two years?
What is the one this your agent/company could do to make the process better?