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.

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Brittney Meredith-Miller

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

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