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Overall auto insurance claims experience satisfaction among consumers dipped in 2010 compared to 2009 due to a decrease in settlement satisfaction, according to J.D. Power and Associates.

In its "2010 U.S. Auto Claims Satisfaction Study," J.D. Power and Associates said the number of claimants who considered their settlement to be fair and equitable declined in 2010 compared to 2009.

However, the study, based on 11,597 responses from auto insurance customers who filed a claim within the past 12 months with their current provider, found that overall satisfaction is still 19 points higher on a 1,000 point scale than 2008.

Customer satisfaction for the industry was rated 837 in 2010, down five points from 2009. For the study, insurers were ranked, based on customer responses, on first notice of loss, service interaction, appraisal, repair process, rental experience, settlement and overall satisfaction.

Jeremy Bowler, senior director of insurance practice at J.D. Power and Associates, said, "In 2009, the industry experienced dramatic improvements in overall claims satisfaction, fueled in part by a two-day reduction in average repair time year over year."

He added, "In 2010, repair times have increased by less than half a day, on average, so the industry has retained much of that satisfaction gain."

The study also found that Generation Y consumers were more likely to report they were inconvenienced by the claims process than Baby Boomers, since Generation Y claimants were least likely to own a second vehicle that could be used while their primary vehicle was repaired. Additionally, Generation Y claimants that required vehicle towing were twice as likely as Boomers to attempt to negotiate what is covered in the claims settlement.

For individual insurers, Lansing, Mich.-based Auto-Owners Insurance ranked highest among consumers with a score of 902 out of 1,000. Lincoln, R.I.-based Amica Mutual and The Hartford tied for second with a score of 872, and Erie, Pa.-based Erie Insurance and Madison, Wis.-based American Family rounded out the top five with 869 and 868 points respectively.

Among other notables, State Farm ranked seventh, GEICO ranked ninth, Liberty Mutual ranked 10th, Progressive ranked 12th, Nationwide 13th, Allstate 15th and Travelers 17th.

USAA, which provides insurance only to U.S. military personnel and so is not officially ranked, scored 886, which would have ranked second

Special Reports /

Auto Claims Customer Satisfaction Still High, but Dips from 2009

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