Direct Writers’ Call Centers Lag Agents in Claims Service Quality: J.D. Powers

April 1, 2013

More property owners are filing claims with call centers run by direct writing insurers or online but these customers are less satisfied than those who file their claims using agents, new research shows.

Satisfaction among home insurance claimants who file through agents is 50 points higher than it is for those who file claims directly, according to the J.D. Power and Associates 2013 Property Claims Satisfaction Study.