Business Excellence Awards
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By PBN Staff
By PBN Staff
LINCOLN – J.D. Power has ranked Amica Mutual Insurance Co. highest in overall customer satisfaction with regard to homeowners insurance claims.
Amica’s score of 898 in the J.D. Power 2014 Property Claims Satisfaction Study exceeded the industry average of 840. This year marked the third consecutive year Amica ranked highest in the annual study.
“Our top priority is to provide outstanding customer satisfaction, and we are very proud to once again receive this award,” said Robert A. DiMuccio, president, chairman and CEO of Amica. “When the customer can put a claim behind them quickly, it further establishes the peace of mind that we strive for on a daily basis.”
Erie Insurance Group ranked second with a score of 877, followed by Nationwide Mutual Insurance Co. with 858. USAA achieved the highest levels of customer satisfaction of all the insurers measured according to the study, but was not included in the rankings due to the exclusive nature of its membership.
The J.D. Power 2014 Property Claims Satisfaction Study was based on more than 5,500 responses from homeowners insurance customers who filed a property claim between April 2012 and January 2014. The study, now in its seventh year, measures customer satisfaction according to five factors: settlement, first notice of loss, estimation process, service interaction and repair process.
Compared with the 2013 study, J.D. Power’s research findings concluded that customer satisfaction among homeowners insurance customers who filed claims in the past year improved, with the industry average score rising from 836 in the 2013 study to 840 this year.
On Monday, J.D. Power announced that it had named Amica Mutual Insurance Co. to its 2014 Customer Champions list of 50 U.S. brands selected based on customer feedback, opinions and perceptions reported in the firm’s 2013 syndicated research.