Satisfaction among Canadian auto claimants declines significantly due to dissatisfaction with the process for drivable claims—those which are submitted for vehicles that do not require a tow—according to the J.D. Power 2015 Canadian Auto Claims Satisfaction StudySM released Monday 13, 2015.

The study measures customer satisfaction with the claims process for auto physical damage loss. Depending on the complexity of the claim, claimants may experience some or all of the following factors that drive overall satisfaction: first notice of loss; service interaction; appraisal; repair process; rental experience; and settlement.

According to the study, the insurance industry as a whole is communicating more effectively with claimants throughout the process, which has a positive impact on satisfaction.

Highlights from survey finding are:

* “To help get customers through the stress of it all, it’s vital that insurers clearly explain the claims process so they know what to expect.

* Answering all claimant questions and providing callbacks when expected

* Insurers clearly explain the claims process so they know what to expect.

* Focused customer service and follow-up

* Providing an outstanding claims experience can generate high levels of advocacy and retention

The study finds that 75 percent of highly satisfied claimants (satisfaction scores of 900 or higher) say they “definitely will” renew their policy, and 69 percent say they “definitely will” recommend their current insurer, while only 11 percent of displeased claimants (scores of 549 or less) say they “definitely will” renew and only 3 percent say they “definitely will” recommend.

You can read more on this study here:

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