A customer selects a frowning face from a photo of three decreasingly pleased smiley faces. Many customers welcome the streamlined, low-contact nature of digital claims reporting, but not all insureds are on-board with this shift and may still prefer to speak directly to a human being when handling a loss. (Credit: terovesalainen/Adobestock)

Despite the adoption of more digital claims tools, insurers are still struggling to improve customer satisfaction amongst challenges that include increased repair times, rising costs and varying customer needs.

The average property claim cycle time has increased by a full week since 2021 to 22 days, according to J.D. Power’s 2023 Property Claims Satisfaction Study. For those with claims involving multiple payments, customers reported receiving their final payment an average of 31.5 days into the process – which is a week longer than the previous year.

Want to continue reading?
Become a Free
PropertyCasualty360 Digital Reader.

INCLUDED IN A DIGITAL MEMBERSHIP:

  • All PropertyCasualty360.com news coverage, best practices, and in-depth analysis.
  • Educational webcasts, resources from industry leaders, and informative newsletters.
  • Other award-winning websites including BenefitsPRO.com and ThinkAdvisor.com.

Already have an account?

Brittney Meredith-Miller

Brittney Meredith-Miller is assistant editor of PropertyCasualty360.com. She can be reached at [email protected]

More from this author

 

PropertyCasualty360

Join PropertyCasualty360

Don’t miss crucial news and insights you need to make informed decisions for your P&C insurance business. Join PropertyCasualty360.com now!

  • Unlimited access to PropertyCasualty360.com - your roadmap to thriving in a disrupted environment
  • Access to other award-winning ALM websites including BenefitsPRO.com, ThinkAdvisor.com and Law.com
  • Exclusive discounts on PropertyCasualty360, National Underwriter, Claims and ALM events

Already have an account? Sign In Now
Join PropertyCasualty360

Copyright © 2023 ALM Global, LLC. All Rights Reserved.