“Insurers are in a tight spot with their own profitability strained and a host of external factors causing their customers to grow increasingly disillusioned with the entire claims experience,” Mark Garrett, director of global insurance intelligence at J.D. Power., said. (Credit: chartphoto/Adobe Stock) “Insurers are in a tight spot with their own profitability strained and a host of external factors causing their customers to grow increasingly disillusioned with the entire claims experience,” Mark Garrett, director of global insurance intelligence at J.D. Power., said. (Credit: chartphoto/Adobe Stock)

The average automotive repair cycle time for a damaged vehicle currently stands around 17 days, compared with an average of 12 days prior to the pandemic, according to J.D. Power, which noted historically slow repair times are leading to dissatisfied policyholders.

Overall customer satisfaction with the auto claims process is down 7 points this year, while satisfaction with the repair process is down 9 points, J.D. Power reported. Additionally, 2022 marked the first time a majority of policyholders said supply chain issues, such as waiting for parts and repair shop backlogs, as reasons for the delays.

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Steve Hallo

Steve Hallo is managing editor of PropertyCasualty360.com. He can be reached at [email protected].  

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