Digital Tech Helps Auto Insurers Achieve Record Customer Satisfaction Levels: J.D. Power

June 15, 2018

Auto insurers have something to celebrate: Overall customer satisfaction with the sector has reached a record high.

J.D. Power’s 2018 U.S. Auto Insurance Study found that overall customer satisfaction in 2018 has improved to a record high level of 826 out of 1,000. Results suggest that better service has helped boost the numbers, along with the rise of digital insurance customer platforms.

“Customer satisfaction is at its highest when customers take care of transactions themselves and save the high-value transactions for live channels,” Robert Lajdziak, insurance practice business consultant at J.D. Power, said in prepared remarks.

Lajdziak added that the digital self-service options are “putting pressure on agents to evolve their value proposition to offer more products and services to customers with complex needs and risks.”

Some findings from the 2018 study:

The study looked at customer satisfaction in terms of interaction, policy offerings, price, billing process and policy information. J.D. Power assembled the study based on responses from 44,622 auto insurance customers from February to April 2018.

Source: J.D. Power