Getting it right: Auto claim satisfaction continues to rise

Insurers get favorable marks for handling customer claims.

Most people view an auto accident as a major headache that will cost them time and money. And while accidents are inconvenient, a new survey from the Property Casualty Insurers Association of America (PCI) finds that the majority of customers are “very satisfied with the automobile insurance claims process.”

A survey of 1,000 likely voters nationwide asked people their thoughts about the auto body repair process following an accident. Nearly 73% of the voters surveyed had filed an insurance claim for a vehicle accident. More than half of the respondents, 55.8%, said they were either very or extremely satisfied with how their claims were handled, and 33.4% said they were somewhat satisfied with the claims process. This confirms the findings of a J.D. Power customer satisfaction survey released last fall, which found that overall customer satisfaction with the claims process had consistently improved over the last five years, rising from 842 (on a 1,000-point scale) in 2010 to 857 in 2014.