Improvements in Handling of First-Time Claimants and Non-Catastrophic Claims Drive Higher Levels of Customer Satisfaction
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Satisfaction among First-Time Claimants Increases Significantly
- Overall claimant satisfaction increases to 848 (on a 1,000-point scale) in Wave 2 from 832 in Wave 1.
- Overall satisfaction among first-time claimants improves by 17 points to 842 in Wave 2 from 825 in Wave 1. The increase in first-time claimant satisfaction is due to a significant increase in the percentage of claimants whose insurer provided an accurate timeline of the claims process length (76% in Wave 2 vs. 72% in Wave 1) and a significant increase in the percentage of claimants who avoided a settlement negotiation (75% did not have to negotiate the settlement in Wave 2 vs. 71% in Wave 1).
- Satisfaction with agent first notice of loss (FNOL) drops to 853 in Wave 2 from 875 in Wave 1, while satisfaction with direct FNOL--reporting claims via a call center, website or other electronic method--improves to 855 in Wave 2 from 829 in Wave 1.
- Satisfaction with non-catastrophic damage claims increases to 840 from 829 in the 2013 Property Claims Satisfaction Study and 833 in the 2012 study. The increase in satisfaction is a result of significantly higher scores in the estimation process, repair process and settlement factors.
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