Policyholder satisfaction with digital claims falls for second consecutive year

“Longer claims create more of a need to manage customer expectations and to keep those customers informed,” Mark Garrett, director of P&C insurance intelligence at J.D. Power, said in a release. “Digital customer engagement should be part of the solution, one that supports proactive, multichannel engagement and regular updates with customers. But many customers are facing clunky interfaces, infrequent updates and frustrating workflows that force them to pick up the phone and chase down information.” (Credit: terovesalainen/stock.adobe.com)

For the second year running, customer satisfaction with the digital claims experiences has declined, according to J.D. Power, which noted satisfaction fell 7 points year-over-year.

The estimation process is a big determinant of policyholder satisfaction, J.D. Power found. When done right, it can significantly lift satisfaction scores. However, insurers are only meeting policyholders’ expectations 34% of the time when it comes to digital estimates.