Who protects your family & dreams? Heres what you can expect with not only my agency but American Family as a company! American Family earns highest-to-date ranking in J.D. Power auto claims satisfaction study No. 4 of 23 companies in 2014 annual survey 11/12/2014 Our customers continue to give us high marks for satisfaction with auto claims service, according to the recently released J.D. Power U.S. Auto Claims Satisfaction Study results. In fact, our rank jumped four spots from last year to achieve our highest ranking since the study began in 2008. American Family is ranked fourth among 23 companies, which puts us in the “better than most” category. Our overall index score was up one point from 2013 to 868, putting us 11 points above the industry average of 857, which rose two points in 2014 from 2013. According to the study, overall customer satisfaction with the auto insurance claims process has improved steadily during the past several years. In 2010, the industry average was 842. “A positive claims experience is at the heart of being a customer-driven insurance company,” says Marc Castellucci, personal lines claims vice president. “We’re here to protect our customers’ dreams and be there when they need us. The increase in satisfaction in this year’s auto claims study shows we’re keeping that promise to our customers.” From 2009 to 2013, American Family placed in the high-satisfaction tier for this study. J.D. Power has since replaced the tier system with Power Circle Ratings of “among the best,” “better than most,” “about average,” and “the rest.” Five other insurance companies were part of the study, but are not ranked due to limited availability and sample size. USAA is open only to U.S. military personnel and their families, and NJM Insurance Co. is available only to New Jersey state employees and previous policyholders. Kemper, The Hanover and National General were not ranked due to small sample size. Only Amica Mutual (900), Auto-Owners Insurance (879) and State Farm (869) ranked above American Family this year. Amica Mutual was the only company to achieve an “among the best” category ranking. The study looks at six indexes of the auto claim process from first notice of loss (FNOL) to settlement. American Family ranked high (top four) in four of the six indexes in 2014, above the industry average in all indexes and was ranked No. 1 in two: service interaction and rental experience. Indexes and additional results Service interaction index (Kept informed, responsiveness, thoroughness of explanation, knowledge, courtesy, concern) 1 out of 19 and “among the best” 889; industry average of 862 7 out of 21 in 2013 The service interaction index is further broken down to rank interactions with agents and claim professionals. Our agent interaction ranking was 1 out of 14 (897, and 16 points above industry average of 881) and our claims professional interaction was ranked 1 out of 11 (874, and 45 points above industry average of 829). The claims professional score leaped 46 points from the 2013 score of 828, improving significantly in the attributes of responsiveness, courtesy, knowledge and concern for customer’s situation. The agent interaction ranking also improved by 11 points. Rental experience index 1 out of 17 and “among the best” 820; industry average of 791 15 out of 18 in 2013 The 2014 rental experience score of 820 represents a 45-point increase from 2013. FNOL index (Thoroughness of explaining claims process and time it took to report, ease of reporting, courtesy, knowledge and concern) 4 out of 22 and “better than most” 880; industry average of 869 6 out of 23 in 2013 J.D. Power reports satisfaction is much higher with customers who feel more at ease during the FNOL. In 2014, Claims focused efforts on ensuring the customer feels more at ease during FNOL (see top claim practices in bottom bar), contributing to the “better than most” ranking. Repair process index (Repair facility comfort/convenience/cleanliness, thoroughness of appraising damage and explaining work, speed and quality of completing work, responsiveness, courtesy, kept informed) 4 out of 21 and “better than most” 872; industry average of 864 8 out of 23 in 2013 Appraisal index (Thoroughness of appraising damage, ease of arranging the appraisal, kept informed, responsiveness, knowledge, concern, courtesy, thoroughness of the claims settlement explanation) 7 out of 21 (tie) “about average” 852; industry average of 849 7 out of 21 in 2013 Settlement index (Fairness of claim settlement, time it took to settle claim) 7 out of 23 and “about average” 857; industry average of 852 9 of 23 in 2013 “From our claims employees to agents, we’re showing customers we’re focused on giving them an exceptional claims experience,” says Marc.“We’ll continue to work on improving service, timeliness and communications. It’s great to be in the top four of this study and achieve our highest ranking, but we won’t be satisfied until we’re No. 1.” The 2014 U.S. Auto Claims Satisfaction Study is based on responses from 10,891 auto insurance customers who settled a claim within the past six months. Survey data was collected between November 2013 and September 2014.
Posted on: Thu, 13 Nov 2014 00:09:42 +0000
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