In a press released recently distributed from J.D. Power and Associates, it has been shown that even in years of unusually high natural catastrophic event property claim settlements that customers are still pleased with the level of customer service they are receiving from their insurance companies. The study measures how satisfied customers who filed a claim for damages covered under their homeowners’ policy were at the end of their experience. The five factors that were examined include: settlement; first notice of loss; estimation process; service interaction; and repair process.
Provided by J.D. Power and Associates
- Overall customer satisfaction with the insurance claims experience remains high and stable year over year
- The percentage of customers filing through direct channels continues to increase
- Satisfaction among claimants who file through an agent is 50 points higher than those who file a claim directly
In the press release it is stated that, among the approximately 8% of homeowners in the US who filed a property claim in 2013, the average settlement amount was $8,517, up from $7,937 in 2012. Due to the quality of our homes, we find that our claims are slightly higher. This is a good thing as we are insuring our homeowners are getting the highest quality work and product out of their one claim.
Our recommendation is that you first call our storm claims specialists and have us determine whether you indeed have a claim or not. We would hate for you go through the headache of getting in touch with your insurance company if you don’t even have a claim. We know how stressful all of that can be, especially in an emergency situation! If our specialists can confirm you have a claim, you would contact your insurance agent at that time and get the ball rolling on your home improvements. We have great relationships with the insurance agents in the area and can even advise you on who to call if you don’t know!
Overall satisfaction in the 2013 study was 832 (on a 1,000-point scale). This is a one point decrease from 2012, but much higher than 823 in 2011 and 818 in 2010. One defining point in the study was whether the homeowners used an agent or went directly to the insurance company through their website or a call center. “For the industry average, the call center experience fails to deliver the same level of service as an agent,” said Jeremy Bowler, senior director of the insurance practice at J.D. Power and Associates. “Especially during times of hardship when someone’s house has been destroyed or their valuable possessions have been lost, it’s difficult for a call center representative to replicate the personal relationship customers get with an agent. For this and many other reasons Ohio Restoration Solutions highly recommends calling an agent in the case of any potential insurance claim. Remember, from claim to completion we’re your local storm specialists!
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