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J.D. Power: P/C Claims Satisfaction Slips

he J.D. Power 2016 U.S. Property Claims Satisfaction Study found that customer satisfaction among homeowners filing a property claim has declined five points to 846, the first slip in five years...
March 8, 2016

The J.D. Power 2016 U.S. Property Claims Satisfaction Study found that customer satisfaction among homeowners filing a property claim has declined five points to 846, the first slip in five years. The largest changes in satisfaction were in the service interaction factor, which declined eight points, followed by an eight point decline in local agent satisfaction and a 28 point decline in claims professional satisfaction.

The survey suggests that the property and casualty insurance market has shifted its focus away from customer satisfaction toward areas of cost reduction. While customer satisfaction is driven by how well insurers handle weather events, recent declines in satisfaction have been tied to poor callback rates from agents and other service interactions. The 2016 Property Claims Satisfaction Study is based on more than 5,700 responses from homeowners insurance customers who filed a property claim between January 2014 and December 2015.

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