The findings of the J.D. Power and Associates' "2008 Auto Claims Satisfaction Study," indicate that policyholders are more content and thus more inclined to renew policies with insurers that have adjusters who express empathy and effectively meet expectations.

Drawing upon 11,671 responses from auto insurance customers who filed a claim within the past 12 months, the study examined satisfaction levels of auto-physical-damage claimants with the overall claim process. It excluded customers who only had glass/windshield, theft/stolen vehicle, roadside assistance, or bodily injury claims. Depending on the complexity of a claim, the customer may experience all or only some of the following factors: claim settlement; service interaction; first notice of loss; repair process; and rental experience.

Based on the research, it is evident that managing expectations, showing empathy, ensuring convenient service, and communicating effectively are key ways in which insurers can enhance the claim experience from a consumer standpoint.