customer satisfaction News

Why First Notice of Loss Is Key to Customer Satisfaction: Viewpoint

What’s worse: An incident that caused an insurance claim or the claims process itself? Ask a policy holder who has recently lived through a homeowners’ insurance claim process and the results might not be as lopsided as one would assume. …

Insurance Industry Kept Promises to Hurricane Victims; Now Tested by Wildfires

Between the devastating wildfires in California and the destructive forces of Hurricanes Florence and Michael on the East Coast earlier this fall, the property/casualty insurance market has been put to the test this season. The challenge has been greater for …

Can Home Insurers Keep Customers as Happy as Insurtechs?

Homeowners insurance companies are faring rather well when it comes to customer satisfaction. Consultants at J.D Power think the carriers’ investments in improved digital channels and bundled products that combine are paying off the highest levels of customer satisfaction in …

Home Insurers, Agents Face Satisfaction Gap with Affluent Gen Y Customers

Overall, home insurers are performing better in customer satisfaction as they compete more on improving the customer experience than on price. However, there is one up-and-coming affluent consumer group — the Gen Y generation or those ages 22 to 39— …

Insurer Focus on Customers, Unique Policies Boosts Satisfaction Among Small Business Owners

No longer able to compete primarily on price, insurers are now focusing their efforts on pleasing customers, with the payoff being a significant increase in satisfaction among their small business commercial customers, according to the recently released J.D. Power 2016 …

Insurers with High Customer Ratings Rewarded with Higher Returns: Study

Insurance companies that deliver a great customer experience are rewarded over the long-term by both consumers and investors, according to a new consulting study. The analysis by Watermark Consulting claims that insurers with a great customer experience far outperform the …

What Insurance Industry Can Learn from Amazon About Customer Satisfaction

Amazon.com scored its sixth annual victory in the 24/7 Wall Street Customer Service Hall of Fame last year, with 59 percent of customers reporting that they received excellent customer service from the e-commerce giant. That score surpassed the number two …

Gen Y Insurance Customers Are Not Happy Bundlers

The insurance industry has some work to do to win over Gen Y customers, those ages 21 through 38. Members of the Gen Y generation, who were born between 1977 and 1994, are less satisfied with their homeowners insurers than …

Average Claims Experience Not Enough to Retain Customers: Accenture

Although a large majority (86 percent) of home and auto insurance customers who have submitted a claim in the past two years are satisfied with how it was handled, 41 percent of those who have submitted a claim are still …

Bundlers of Joy: Satisfaction with Home Insurers at 12-Year High

Overall customer satisfaction with homeowners insurance companies is the highest in the 12 years J.D. Power and Associates has measured it, driven in part by the practice of bundling auto and homeowners insurance policies. Overall satisfaction averages 785 in 2012 …