Claims Magazine came out with an interesting article about homeowner’s satisfaction when filing. Policyholders who file auto claims are still generally happier with their experience than are those filing property claims, results of J.D. Power and Associates’ yearly Home Claims Satisfaction Study.
When it comes to quality service & customer satisfaction to insurance company’s bottom lines, it matters. You may be asking, isn’t it possible to get both great value and a decent price? In our opinion, these things aren’t mutually exclusive. “Getting what you pay for” really has to with two simple but often misunderstood concepts: QUALITY & VALUE.
On average, customer satisfaction with the home claims experience registers 828 on a 1,000-point scale. Jeremy Bowler, senior director of the insurance practice at J.D. Power and Associates said, “Although satisfying home claimants is particularly challenging, it’s still crucial for insurance providers to meet the needs of these customers, given the significant impact the experience has on long-term policy retention…. An experience that meets or exceeds customer expectations may foster long-term loyalty, just as a negative experience may drive a customer to shop other insurance companies.”
Read the rest of the Claim’s article here.