LINCOLN – Amica Mutual Insurance Co. was among three companies recognized by J.D. Power and Associates as performing well in providing satisfying claims experiences, according to the J.D. Power and Associates 2010 U.S. Home Claims Satisfaction Study.
The study, released last week, examined the relationship between satisfying home insurance claims experiences and customer loyalty.
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“Suffering a property loss and filing a claim tends to be an emotionally charged experience – often more so than an auto claim,” said Jeremy Bowler, senior director of insurance practice, J.D. Power and Associates. “As a result, the property claim represents a moment of truth for insurance claimants regarding their insurers.”
It was found that companies providing highly satisfying claims experiences – scoring 840 or higher on a 1,000 point scale – had 71 percent of their claimants say they “definitely will” renew with their insurer and 67 percent indicating they would recommend their insurance to others. Only 4 percent of claimants switched insurers since their claim experience.
Companies with lower satisfaction rates saw only 53 percent of claimants indicate they would “definitely” renew, 48 percent would recommend the insurer to others, and 10 percent had switched.
Amica Mutual was the only local insurance company recognized by J.D. Power and Associates as “performing particularly well” in providing highly satisfying claims services. Mich.-based Auto-Owners Insurance and Texas-based USAA were the only others cited as performing well.
In the study, nearly 3,000 insurance customers from across the nation who filed a property claim between November 2008 and April 2010 were surveyed. The surveys considered five factors in evaluating claims experiences with 13 insurance companies: settlement, first notice of loss, appraisal, service interaction and repair process.
Additional information available at businesscenter.jdpower.com.
