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While 2016 reached a 10-year high in terms of catastrophic events, for insurers it was an opportunity to show what they do best, and policyholders agreed, as overall customer satisfaction among those who filed a claim rose 1.5 percent. This was especially good news since the 2016 survey showed the first drop in five years.

The J.D. Power 2017 U.S. Property Claims Satisfaction Survey asked 6,645 policyholders who filed a claim in 2016 about their experience. Satisfaction with the process was measured using five different areas: settlement, first notice of loss, estimation process, service interaction and repair process based on a 1,000-point scale.

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Patricia L. Harman

Patricia L. Harman is the editor-in-chief of Claims magazine, a contributing editor to PropertyCasualty360.com, and chairs the annual America's Claims Event (ACE), which focuses on providing claims professionals with cutting-edge education and networking opportunities. She covers auto, property & casualty, workers' compensation, fraud, risk and cybersecurity, and is a frequent speaker at insurance industry events. Contact her at [email protected]

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