Customer Satisfaction With Car Insurance Cos. Dips

Woman with headset on at computerThe 2010 U.S. Auto Claims Satisfaction Study by J.D. Power and Associates shows that customer satisfaction with auto insurance companies is down slightly from last year but remains higher than in 2008.

Out of a possible 1,000 points, average customer satisfaction dipped to 837, five points lower than in 2009, but still 19 points higher than in 2008. J.D. Power and Associates attribute the decline mostly to increasing dissatisfaction with settlements from insurers.

The company that ranked highest for satisfaction in the survey was Auto-Owners Insurance, with a score of 902. Auto-Owners, which has held first-place position now for three consecutive years, was followed by Amica Mutual and The Hartford.

Jeremy Bowler, senior director of the insurance practice at J.D. Power and Associates, says the minor downturn in consumer satisfaction may also be linked to repair time.

“In 2009, the industry experienced dramatic improvements in overall claims satisfaction, fueled in part by a two-day reduction in average repair time year over year,” says Bowler. “In 2010, repair times have increased by less than half a day, on average, so the industry has retained much of that satisfaction gain.”

Consumers who are dissatisfied with their coverage providers can go online to get free auto insurance quotes and to read reviews of other insurers.

About Ben Zitney
Benjamin Zitney has been covering the auto insurance industry for the past 2.5 years. Before coming to Online Auto Insurance News, he produced an extensive company history of the 30-year-old California Joint Powers Insurance Authority and worked at the Cal State Long Beach Daily Forty-Niner as a reporter, copy editor and news editor.

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