It’s bad enough to wreck your car, or someone else’s. But dealing with a crabby insurance agent who doesn’t return phone calls can shove you over the edge.
J. D. Power and Associates, the California company that focuses on customer satisfaction in many fields, has found that Capital region-based Auto-Owners Insurance customers are more satisfied with the way their claims are handled than those of any other company.
The 2008 Auto Claims Satisfaction Study was based on 11,671 responses from auto insurance customers who filed a claim within the previous 12 months.
Here’s what the study found:
Specific service practices having impact on satisfaction with the claims process include answering all customer questions, managing expectations regarding the settlement, expressing genuine concern, providing flexible appraisal appointments, returning phone calls, and giving customers a time line and meeting it.
Auto-Owners performed particularly well in the service interaction, settlement and repair process factors, scoring 864 on a scale of 1 to 1,000. Amica Mutual, State Farm, The Hartford, and COUNTRY followed.
Auto Owners has headquartered in Lansing since 1917. The Delta-Township offices now write life, home, car and business insurance in 26 states.
Source: J. D. Power and Associates
Gretchen Cochran, Innovation & Jobs editor, may be contacted here.
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