Auto insurers are struggling to get repaired cars back on the road, and disgruntled policyholders are noticing.
Customer satisfaction with auto insurance companies dropped 7 points on a 1,000-point scale in J.D. Power’s 2022 U.S. Auto Claims Satisfaction Study.
Record repair costs, long backlogs in auto repair facilities and a scarcity of replacement auto parts all are weighing on auto insurer performance.
In a summary of the study findings, Mark Garrett, director of global insurance intelligence at J.D. Power, says:
“Insurers are in a tight spot with their own profitability strained and a host of external factors causing their customers to grow increasingly disillusioned with the entire claims experience. The best way forward is for insurers to start focusing on carefully managing customers’ expectations and fine-tuning their digital engagement strategies to shepherd their customers through the process.”
Garrett notes that insurers who have made managing timing expectations a priority — and who are responsive to customer needs, including offering digital options for status updates — fared better in the rankings, which polled 8,239 auto insurance customers who settled a claim in the six months prior to the survey.
Amica Mutual was the top insurer, garnering a score of 903 out of 1,000. That topped the industry average score of 873.
The list of insurers that exceeded the industry average is as follows:
- Amica Mutual: 903
- NJM Insurance Co.: 896
- Erie Insurance: 893
- Auto Club of Southern California Insurance Group: 890
- Allstate: 889
- Farmers: 882
- State Farm: 882
- American Family: 874
- Geico: 874
USAA earned a customer satisfaction score of 890 for claims. But the insurer, which only serves military members and their families, was excluded from J.D. Power’s rankings.
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Chris Kissell
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