Customer satisfaction with the auto-insurance claims experience is at its lowest level in three quarters—but consumers may have themselves at least partly to blame.
According to J.D. Power and Associates' 2012 U.S. Auto Claims Satisfaction Study, overall customer satisfaction declined 13 points to 842 (on a 1,000-point scale), driven by a 19-point drop in first notice of loss—the point at which a customer first informs his or her insurer that there is damage to the vehicle.
Satisfaction in service interaction declined 16 points, and repair-process satisfaction declined 15 points.
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