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