Amica Mutual Once Again No. 1 in Homeowners Claims Satisfaction: J.D. Power

For the third consecutive year, insurers have achieved higher overall satisfaction among homeowners who have filed a property claim, according to the J.D. Power 2015 Property Claims Satisfaction Study.

The study found that, overall, insurers increased property claims satisfaction to 851 (on a 1,000-point scale) in 2015, up from 840 in 2014.

Topping the list was Amica Mutual, which ranked highest in overall satisfaction with the property insurance claims experience for a fourth consecutive year. Amica Mutual achieved a score of 888 and performed well in nearly all study factors, according to J.D. Power.

Rounding out the rest of the top five insurers were:

• Nationwide, with a score of 886.
• COUNTRY, at 881.
• Erie Insurance, at 874.
• Chubb, at 872.

USAA received a higher overall satisfaction score, at 895, but the insurer was not included in the rankings because it is only available for U.S. military personnel and their families.

The 2015 Property Claims Satisfaction Study was based on more than 6,100 responses from homeowners insurance customers who filed a property claim between January 2013 and December 2014. The study, now in its eighth year, measures satisfaction with the property claims experience by examining five factors: settlement, first notice of loss, estimation process, service interaction and repair process.

Other key findings:

• Only 3 percent of customers who were delighted (satisfaction scores 900 or higher) and 7 percent of those who were pleased (scores 750-899) with their insurer during the claims process have switched carriers since their claim closed. In contrast, 9 percent of indifferent (scores 550-749) and 11 percent of displeased (scores 549 or lower) customers have switched to a different insurer. Additionally, 23 percent of indifferent customers and 42 percent of displeased customers say they “will shop” for a new provider during the next 12 months.
• Satisfaction is highest when the insurance agent is the primary contact throughout the claims process (865) and lowest when the primary contact is the claims professional (793).