While 2016 reached a 10-year high in terms of catastrophic events, for insurers it was anopportunity to show what they do best, and policyholders agreed, asoverall customer satisfaction among those who filed a claim rose1.5 percent. This was especially good news since the 2016 survey showed the first drop in fiveyears.

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

'All-time-high'

The overall satisfaction score rose 13 points to 859 from 2016to 2017, which J.D. Power says was an “all-time high” for thestudy. Driving the increase was the settlement factor, whichcomprises the settlement amount, estimation process and serviceinteraction. These satisfaction levels were comparable to thosefound with auto claims, which has traditionally scored higher thanproperty claims.

“Following the significant declines in customer satisfactionfound in the 2016 study, property and casualty insurers haveredoubled their efforts to improve the settlement process andfine-tune their customer interactions, efforts that have beenclearly recognized and appreciated by homeowners who experiencedsignificant losses this past year,” said Greg Hoeg, vicepresident of U.S. insurance operations at J.D. Power in a pressrelease.

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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]