Overall auto insurance customer satisfaction has declined by 11 points to 850 on a 1,000-point scale, according to the J.D. Power and Associates 2013 Auto Claims Satisfaction Study—Wave 2 released earlier this month.
Additionally, out-of-pocket expenses, such as the deductible and vehicle rental, have increased to an average of $499, up from $469 in Wave 1 of the study.
The study also finds that appraisal and settlement times are taking longer.
On average, claimants wait 3.3 days for an insurance appraisal, up from 2.9 days in Wave 1, while settlements take an average of 6.6 days, up from 5.8 days in Wave 1. Settlement payments are also taking longer, averaging 14.9 days in Wave 2, compared with 13.9 days in Wave 1.
Claimants who use a body shop in their insurance company’s dedicated repair network get their vehicle back 1.3 days faster, on average, than those who use an out-of-network shop (8.6 days vs. 9.9 days, respectively). Further, claimants who have their vehicle repaired at a dealership wait an average of 11.9 days, compared with 11.0 days for those who have repairs at an independent or chain shop.
The 2013 U.S. Auto Claims Satisfaction Study—Wave 2 is based on 2,878 responses from auto insurance customers who settled a claim within the past 6 months. The study excludes claimants whose vehicle only incurred glass/windshield damage or was stolen, or who only filed roadside assistance claims. Wave 2 of the study was fielded between November and December 2012.
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions.
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J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
SOURCE J.D. Power and Associates