J.D. Powers Rates Auto Claim-Handling Practices

In a study released last month by J.D. Powers and Associates, claim handling was listed as one of the major behaviors exhibited by insurers that directly impacts customer satisfaction and loyalty.

The report, called the “2006 National Auto Insurance Study,” said that for customers who file a physical damage claim with their auto insurer, time is one of the most important qualities. The study recommended a same-day response to the first notice of accident, followed by a settlement within a week and repairs completed within two weeks as the standard by which all insurers should be measured. Why? Satisfaction with claim-handling practices drives 44 percent of the overall impression of their insurer for customers who recently filed an auto claim.