Small commercial policyholders are showing declining satisfaction with their insurance companies, for several reasons, according to J.D. Power, including less than desirable interactions, needing to exert too much effort to reach insurers and mixed messages across communication platforms.
Small businesses with five or more employees were the most critical, with declining interaction scores as well as less than satisfactory experiences with websites, J.D. Power reported. The latter is of particular concern as websites were used by 45% of commercial policyholders during the past 12 months.
Among businesses with 5-50 employees, satisfaction with agents saw the largest drop, according to the study, which noted these businesses are the most likely to have interactions with agents.
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Steve Hallo
Steve Hallo is managing editor of PropertyCasualty360.com. He can be reached at [email protected]
