One of the most important job functions for agents is ensuring that after taking advantage of auto insurance leads, their customers are pleased with the claims process. As a recent study suggests, agents appear to be succeeding on this front.
According to J.D. Power and Associates 2012 U.S. Auto Claims Satisfaction Study, satisfaction with the auto claims process improved on the fronts that measure customer sentiment, including settlement, how long claims took to complete and the repairs process. This led to a 10-point rise in the overall satisfaction score, totaling 852 on a 1,000-point scale in the second quarter when contrasted with the first three months of the year.
The biggest driver of the increase was customers' approval of the settlement, as J.D. Power found that the amount policyholders paid out-of-pocket fell $36 to an average of $218 when comparing the second quarter with the first quarter.
Jeremy Bowler, senior director of the insurance practice at J.D. Power, noted what customers wind up paying plays a major role in how they ultimately feel about everything that comes with the auto insurance experience.
"The amount spent out-of-pocket most definitely affects the perception of fairness of a settlement, further influencing satisfaction with the overall auto claims process," said Bowler. "Additionally, the settlement factor is influenced highly by the clarity and thoroughness of the settlement explanation given to the customer by the insurance company."
Bowler had some words of counsel for insurance agents as well, saying that if they are clear with their client about what the process entails and how much they can expect to pay, the more likely it is that he or she will walk away content. This may result in more successful leads for insurance agents.
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