Car Insurance Claim Satisfaction Lower Among Total Loss Claimants

Amy Tokic
by Amy Tokic

A new study shows that car owners who claimed a total vehicle loss with their insurance provider were much less satisfied then those who claimed a repairable vehicle.

The J.D. Power and Associates 2011 U.S. Auto Claims Satisfaction Study rates satisfaction based on 1,000-point scale, and the satisfaction average for those claiming a total loss is 811 – that’s 42 points lower then claimants with a repairable vehicle. The disparity between numbers can be blamed on the fact that total loss claimants weren’t happy with the settlement. Half of those polled said they didn’t receive enough to replace their wreaked vehicle with a similar vehicle.

“Auto claims resulting in a total loss tend to be more complex, compared with vehicle repair claims, because in addition to filing a claim, claimants also have to purchase a replacement vehicle,” said Jeremy Bowler, senior director of the insurance practice at J.D. Power and Associates.

To measure results, the study used the following factors to determine satisfaction: first notice of loss; service interaction; appraisal; repair process; rental experience; and settlement. It’s no surprise that the settlement category turned out to be the important factor in overall satisfaction with both total loss and repair claimants.

When it comes to actual insurance companies that claimants were most satisfied with, Auto-Owners Insurance took the top spot for the fourth year in a row with a score of 890. State Farm came in second with a score of 878, while Amica Mutual ranks third with 865. American Family and The Harford round out the top five, coming in with 862 and 858 respectively.

Amy Tokic
Amy Tokic

More by Amy Tokic

Join the conversation