Amica, The Hanover top J.D. Power U.S. Property Claims Satisfaction Study

AMICA MUTUAL Insurance Co. tied with The Hanover for first place in J.D. Power’s recently released 2017 U.S. Property Claims Satisfaction Study.
AMICA MUTUAL Insurance Co. tied with The Hanover for first place in J.D. Power’s recently released 2017 U.S. Property Claims Satisfaction Study.

LINCOLN – Amica Mutual Insurance Co. tied with The Hanover for first place in J.D. Power’s recently released 2017 U.S. Property Claims Satisfaction Study.
This was the sixth consecutive year that Amica, based in Lincoln, topped the claims satisfaction study, with its score of 893. Satisfaction is calculated on a 1,000-point scale.
Boosted by a 40-point jump year over year in customer satisfaction, The Hanover tied Amica Mutual for No. 1. Both insurers post high scores in the settlement, estimation process and repair process factors, the study found.
Nationwide ranked third with a score of 882, followed by Encompass at 881, Chubb at 880 and Auto-Owners Insurance, 878.
USAA also achieved high levels of customer satisfaction, but the insurer was not included in the rankings due to the closed nature of its membership, J.D. Power said. More than 20 insurance companies were evaluated.
The study found that despite the number of catastrophes reaching a 10-year high, overall customer satisfaction among homeowners filing property insurance claims has reached a new all-time high.
The study measures satisfaction with the property claims experience among insurance customers who have filed a claim for damages by examining five factors (listed in order of importance): settlement; first notice of loss; estimation process; service interaction; and repair process.
The overall Customer Satisfaction Index increased by 13 points year over year to the all-time high score of 859 in 2017. J.D. Power said the largest single driver of the improvement is the settlement factor, which encompasses the fairness of the settlement amount, followed by estimation process and service interaction.
The 2017 Property Claims Satisfaction Study is based on more than 6,645 responses from homeowners insurance customers between January and November 2016.

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