JD Power 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 …

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 …

Auto Insurance Customers Disappointed in Their Insurers’ Websites: J.D. Power

While overall customers are more satisfied with their experience shopping online for auto insurance, they are less thrilled with the websites of individual insurance companies, with only slightly more half saying they “definitely will” return to the site for their …

Prepare for Disruption in High Net Worth Insurance Segment

ACE’s $28.3 billion purchase of Chubb will create a major disruption in the luxury insurance market. When the integration of the two insurers is complete, the new company is anticipated to control approximately $6 billion of annual premiums on personal …

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 …

How Large Firm Risk Managers Rate Commercial Lines Carriers, Brokers

While commercial insurers have traditionally relied upon insurance brokers to manage customer relationships, large company risk managers are looking for both parties to work together to meet their needs, according to a new study. While brokers are the most frequent …

Small Businesses to Commercial Insurers: ‘You’ve Lost That Loving Feeling’

Insurers writing predominantly personal lines of insurance do a better job in satisfying their small business customers than insurers focused more on commercial lines, a new survey contends. According to the J.D. Power 2014 U.S. Small Business Commercial Insurance Study …