Automobile insurers are achieving high levels of customer satisfaction when handling claims, but they are struggling to transition claimants to digital claims reporting solutions, according to the J.D. Power 2018 U.S. Auto Claims Satisfaction Study.
Overall satisfaction with the auto insurance claim process set a record-high in this year's study with improvements in customer satisfaction found across the board.
However, claim severity is outpacing the decline in claim frequency, which is putting enormous pressure on traditional customer service and claims processing operations to create a more effective way to handle auto claims, according to J.D. Power.
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