Customers are more satisfied than ever before with auto insurers, according to a new J.D. Power study. What�s more, they�re having a better experience on insurance company websites than they are with agents.
Those are the findings of the J.D. Power 2020 U.S. Auto Insurance Study. For the first time in the study�s 21-year history, insurance company websites officially surpass agents in terms of importance to client interaction and service because they provide a higher customer satisfaction.
This is something J.D. Power says it�s seen coming.
�We�ve seen this trend developing for several years, but this is the first time that the digital channel has become the preferred means of interacting with auto insurers, exceeding one-on-one communication with agents,� said Robert Lajdziak, senior consultant for insurance intelligence at J.D. Power. �This has huge implications for the industry because it puts the focus squarely on digital investment to notably expand creating seamless customer touch points. It�s an area in which the major national carriers excel, versus hyper-local, albeit knowledgeable, agent networks.�
Here are more of the study�s findings from the J.D. Power press release:
The J.D. Power U.S. Auto Insurance Study examines customer satisfaction in five factors: billing process and policy information; claims; interaction; policy offerings; and price. The study is based on responses from 40,123 auto insurance customers and was fielded in February-March 2020.
For more information about the U.S. Auto Insurance Study click here.
June 24, 2020