J.D. Power: Auto Insurers Earn High Marks for Customer Satisfaction in Claims Process but Struggle to Integrate Digital Claims Reporting Technology
Hello and Good Morning! I'm writing to highlight the release for the J.D. Power 2018 U.S. Auto Claims Satisfaction Study: http://email.prnewswire.com/wf/click?upn=7VDqtAz2AW-2FeY7XnbvsasWWNgCszUHzdFWwCCD7HG4xPG-2FEP5ZIB9Kw2T6OG9PY-2FkCHYeTXAv-2BmPBZKASUwoT8yAEe9qmmnR-2BlYTNVHcy5CfkMKiq0ljrFWIgrO13GLv_vr4CQd6f5d5U92w1G2ot02iL3Dy9roVF9WMWcRnBXxoXfBF22x70yS9OnyuA-2B5XKe3LL1XcnE1lJdYEmpLIRqAqoVPThwXyCMCTyJWXmILLFOgP-2BSXGavHxFVhmGbcaHHqk-2BrZfDzf6TahXWAOaKmotr1Qe5G7RbE2HEwPz7IS2W7zeFrjGYtyeaul8L9bEz89PJJaeT6LkCH9VLlsEsZEDugjVK9zoSEliB6GJ42OHTeUwyb41IJzUyNTU2mS-2FU-2Frwuf1WoQ9xBxKNpnH8VPzqeOp-2BPC0BPgN72f2V24Vrn5UwyYmFNzvr8MZWmq7vU This year's releases notes that automobile insurers are achieving high levels of customer satisfaction when handling claims, with improvements found across the board and the gap between the highest- and lowest-ranking insurers shrinking to just 70 points, the smallest that gap has been since the study’s inception. But it also notes that they are struggling to transition claimants to digital claims reporting solutions and fully integrate the process into their overall digital efforts. This is making costs higher than they need to be, and it's yet another example of the digital dilemma many firms face. Consider how mobile app usage, which is something different insurers emphasize in advertising, can be a double-edged sword:. The use of mobile apps in the estimation process, which allows claimants to submit photos or videos of their damaged vehicle directly to their insurer, is growing in popularity, with 42% of claimants using the technology. When insurers use those photos or videos, overall satisfaction surges to 871. However, when they do not use the photos or videos and still need to send an adjuster, overall satisfaction falls 29 points to 842. Currently, insurers rely on claimant-submitted photos and videos 53% of the time they are submitted. Erie Insurance ranks highest in overall customer satisfaction with a score of 891. Amica Mutual (887) ranks second and Auto-Owners Insurance (882) ranks third. The 2018 U.S. Auto Claims Satisfaction Study is based on responses from 10,896 auto insurance customers who settled a claim within the past six months prior to taking the survey. The study excludes claimants whose vehicle incurred only glass/windshield damage or was stolen, or who only filed a roadside assistance claim. Survey data was collected from November 2017 through August 2018. Full rankings can be found at the link above. Here's the link to last year's release in case you'd like to compare: http://email.prnewswire.com/wf/click?upn=7VDqtAz2AW-2FeY7XnbvsasWWNgCszUHzdFWwCCD7HG4xPG-2FEP5ZIB9Kw2T6OG9PY-2Fd5v-2BM7DpnhJhPZr0b3SRdSKiDpRNlGEo7hgsqWahInWdlzV06bu0mQfstQehs18ytmahIMb-2FdwPs-2FEQeA3C0nQ-3D-3D_vr4CQd6f5d5U92w1G2ot02iL3Dy9roVF9WMWcRnBXxoXfBF22x70yS9OnyuA-2B5XKe3LL1XcnE1lJdYEmpLIRqAqoVPThwXyCMCTyJWXmILLFOgP-2BSXGavHxFVhmGbcaHHqk-2BrZfDzf6TahXWAOaKmotr1Qe5G7RbE2HEwPz7IS1kxHQN8ejN8Rv3CZdrXdHToEoY8X3sQzMP3rdMVIVB58QyO6JxuV1Z3N7Yn60jDBo3aHZk8ZGh-2BMDDuoQq-2Br4rR250116hYBJ9IB-2BUjw0PVJBPD1l-2B65JYxqZslX-2F08s0YTXU3Jqabg3Gvxu3Oo4-2B2 If you'd like to speak with David Pieffer (http://email.prnewswire.com/wf/click?upn=7VDqtAz2AW-2FeY7XnbvsasWWNgCszUHzdFWwCCD7HG4zQ2aZU5Rc3gEC0VKa0JJdIXePfiUKtjn4aD3tPyLhbwQ-3D-3D_vr4CQd6f5d5U92w1G2ot02iL3Dy9roVF9WMWcRnBXxoXfBF22x70yS9OnyuA-2B5XKe3LL1XcnE1lJdYEmpLIRqAqoVPThwXyCMCTyJWXmILLFOgP-2BSXGavHxFVhmGbcaHHqk-2BrZfDzf6TahXWAOaKmotr1Qe5G7RbE2HEwPz7IS3guuY-2FhwzHwHrtkIFQQA2REdoboSOnWEjT4bAHGNba5Jz7mlwQqrij-2BkxnZaxB1mRZOBUgo6I54oQgNRPFqDsWBqpnxcoOHLRzlmvfbtGVhoLb-2FS-2FpS3kAc0Gg69wCWs-2BTlsaS3w0FMmPIANXVwyr3 , Property & Casualty Insurance Practice Lead at J.D. Power, for more information on this study's results, please let me know. Best - Brian Jaklitsch J. Roderick Public Relations St. James, NY 11780 P: 631.584.2200 l C: 631-747-2639  l  F: 631.584.2212 brian.jaklitsch@jroderick.com (mailto:brian.jaklitsch@jroderick.com) l www.jroderick.com (http://email.prnewswire.com/wf/click?upn=TwIh0OIjG8BOSB67uKqqjz-2FcCUDfI5WbdJdXEMcxKKOj5hn5a2DxGd4ljLG6ziyS_vr4CQd6f5d5U92w1G2ot02iL3Dy9roVF9WMWcRnBXxoXfBF22x70yS9OnyuA-2B5XKe3LL1XcnE1lJdYEmpLIRqAqoVPThwXyCMCTyJWXmILLFOgP-2BSXGavHxFVhmGbcaHHqk-2BrZfDzf6TahXWAOaKmotr1Qe5G7RbE2HEwPz7IS32LB4i48XOEXPNDMewo6RASJa0aQd06oAuTBhe83IB1Y8ypSzi3Ix7gZW0qictARosB-2BGsN-2FF1Q90h2kHwYleRiLWtftx4MDn3KKvRtNZyWqM5q9AaM1AzKOkO-2BldhwePjFwCSzScfmWgaBaRq2zta ______________________ If you would rather not receive future communications from J. 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