J.D. Power News

Claims Satisfaction Leaders Reveal Secrets to Success

What is the secret to an insurance claims experience that satisfies customers? For years, J.D. Power has conducted surveys and curated lists recognizing insurers that succeed at providing satisfactory claims experiences. Carrier Management recently asked claims leaders at two of …

US Auto Sales Set to Rise in November Amid Steeper Discounts, Report Shows

New vehicle sales in the U.S. are projected to have risen 6.7% in November from a year earlier, driven by higher discounts to clear elevated inventory, according to a joint report by industry consultants J.D. Power and GlobalData last week. …

J.D. Power: Small Businesses Eye Insurance Provider Trust, Loyalty and Brand Advocacy

Trust impacts customer satisfaction, loyalty and brand advocacy more than other factors when small businesses choose a commercial insurance provider, a new survey shows. A J.D. Power 2024 U.S. Small Commercial Insurance Study showed that among small businesses with the …

GEICO Tops Progressive With Higher J.D. Power Scores

Although Berkshire Hathaway’s Warren Buffett and Ajit Jain told investors last month that GEICO is playing catch-up with Progressive to improve technology and connect rate to risk, Berkshire’s personal auto insurer still surpasses Progressive on customer satisfaction. According to the …

Report Shows Trust Top Driver of Auto Insurance Customer Satisfaction

High auto insurance premiums don’t necessarily erode customer satisfaction with auto insurers, according to the latest J.D. Power 2024 U.S. Auto Insurance Study. The study, in its 25th year, has been redesigned to measure auto insurer customer satisfaction based on …

J.D. Power: Severe Events Challenged Use of Digital Tools for Homeowner Claims

Homeowner satisfaction with property claims edged higher last year, but longer cycle times caused by severe events and rising costs challenged insurers and tested the limits of digital tools, J.D. Power said Thursday. The industry average for overall customer satisfaction …

J.D. Power: Auto Insurance Customers Irked by Long Repair Times

At the same time US motorists have become more accident prone, they have grown impatient with insurers because of how long it’s takes to resolve their auto claims. J.D. Power reported Thursday that the average customer satisfaction score for auto …

J.D. Power: Insurers Lagging on Offering Claimants Digital Options

The insurance industry is lagging behind other sectors in offering customers digital options to communicate with claims administrators, according to a report by J.D. Power. The consumer analytics firm said only 40% of claimants interacted with an estimator using digital …

J.D. Power: Customers Happier Than Ever With Property Claims – if Digital Process Unbroken

More than two-thirds of insurance customers are now digitally transmitting photos or videos when filing property claims, decreasing claim cycle times and helping drive the highest overall satisfaction scores ever measured, J.D. Power said. The market-research firm’s 2021 U.S. Property …

Claims Slowdown Gives Insurers Chance to Enhance Digital Experience

Customer use of digital interactions in the claims process has increased 18% since 2017 and the vast majority of policyholders are pleased with the process, J.D. Power said in its first U.S. Claims Digital Experience Study. “Personal interaction continues to …