J.D. Power Study: Auto Insurance Customer Satisfaction Dropping

Stephen Elmer
by Stephen Elmer

Utilizing auto insurance is a reality we all must face once and a while, and according to J.D. Power and Associates, the services provided to the public are slowly getting worse.

The findings from the U.S. auto claims satisfaction study show that the overall level of customer satisfaction, when it comes to the auto claims experience has declined to the lowest level it has been at in the last three calendar quarters.

One of the biggest losses in service is the overall time it takes for your vehicle to get repaired, starting on the day you make the claim. The average wait time is now 15.8 days, compared to the average wait time in the last quarter of 2011, which was 15 days, wait times have increased almost a full day.

Not all the blame lays with insurance companies however, as almost half of the people who reported an increase in wait times also say that they brought their cars in on a convenient day for them, rather than as soon possible. This is probably the leading contributing factor to the fact that repair times have increased as well, because people wait for holidays or the weekend to get their vehicles serviced, thus backing up the mechanics.

The overall satisfaction in service interaction and appraisal dropped as well. “This suggests insurers need to do a better job of managing customer expectations for claims processing and vehicle repair times,” said Jeremy Bowler, senior director of the insurance practice at J.D. Power and Associates.

Have you had an insurance claim recently? Were you pleased with your service? Tell us about it in the comments section below.

Stephen Elmer
Stephen Elmer

Stephen covers all of the day-to-day events of the industry as the News Editor at AutoGuide, along with being the AG truck expert. His truck knowledge comes from working long days on the woodlot with pickups and driving straight trucks professionally. When not at his desk, Steve can be found playing his bass or riding his snowmobile or Sea-Doo. Find Stephen on <A title="@Selmer07 on Twitter" href="http://www.twitter.com/selmer07">Twitter</A> and <A title="Stephen on Google+" href="http://plus.google.com/117833131531784822251?rel=author">Google+</A>

More by Stephen Elmer

Join the conversation