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The relationship between an insurer and insured can be put to the test when a claim is filed. Insurers need time to accurately sort through the claims process, but this can leave an insured in limbo as they await a decision.
Effective communication is an area many insurers need to work on, according to the J.D. Power 2019 U.S. Property Claims Satisfaction study. Specifically, the components of the claims process that need improvement are:
- how well customers are kept informed on the progress of their claim;
- the time needed to settle the claim; and
- the fairness of the claim settlement.
Despite this, the study found insurers continue to earn high marks for overall customer satisfaction.
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