How can insurers truly understand their customers’ views of their service experience to ensure they are meeting their expectations? How can they learn from best-in-class approaches the managing expectations throughout the claims experience?
In 2018, the J.D. Power U.S. Property Claims Satisfaction StudySM found insurers that achieved the highest levels of customer satisfaction had also been the most effective at managing customer expectations for the time it takes to settle claims. The study provides an analysis of customers’ perceptions and expectations of their insurer’s performance throughout the entire claims experience, from first notice of loss (FNOL) through the repair of their property. Study results provide subscribers with insights into how to improve customer satisfaction with the claims process as well as improve retention and advocacy, both of which are critical to business growth.
This study explores satisfaction across five key factors:
- First Notice of Loss
- Repair Process
- Estimation Process
- Claim Servicing
Net Promoter System®, Net Promoter Score®, NPS® and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.