A recent survey by J.D. Power and Associates has found that despite a record number of claims last year, customer satisfaction with homeowners in regard to the claims experience has improved. According to the survey, customer satisfaction increased by 10 points nationwide, a remarkable increase considering the unprecedented number of natural disasters the United States experienced in 2011 – 99 weather related catastrophes on record.The survey shows that claims adjusters did a remarkable job dealing with the extremely high volume of large loss-claims while also managing the usual day to day incidents. This is good news for carriers since the J.D. Power survey underscores the crucial role customer satisfaction plays in bolstering renewals and customer loyalty.
We’ve seen the positive impact of more efficient claims processes on the bottom line for our carrier customers. Customer satisfaction and improved customer retention certainly, but also better ROI across every phase of the contents claims process – from underwriting to inventory and through to valuation, replacement and settlement.
For those carriers who have yet to invest in claims technology enhancements and innovation, this survey demonstrates that there’s no better time than now to assess what’s working and determine key areas for improvements.