|
|
NEWS
RECALLS
COMPLAINT FORM
SCAM ALERTS
RESOURCES
Small Claims Guide Class Actions Lemon Laws FAQ Newsletters |
Share |
| Automotive Education Employment Electronics Family Finance Health Homeowners Insurance Pets Shopping Travel |
|
|
|
![]() |
Auto Premiums Up
|
||||
|
August 27, 2003
"It’s difficult to view stabilization of customer satisfaction as an improvement, but it’s a step in the right direction when you compare it to the dramatic drop in customer satisfaction the industry had experienced since 2001," said Carolyn Waidelich, research manager at J.D. Power and Associates. "Consumers don’t want to be forced to pay more for the same insurance services, but good customer service can help offset the sting of rising premiums." The amount of time and number of phone calls it takes to resolve an issue, regardless of whether it is claims related, are vital to customer satisfaction. The study finds that when customer issues are resolved in the first call, it has a positive effect on their satisfaction levels. However, satisfaction is quickly diminished with each additional call. "While many providers cite that approximately 95 percent of all issues are resolved during the first call, 35 percent of survey respondents indicate they had to call back at least once before their issue was resolved," said Jeremy Bowler, director of the insurance practice at J.D. Power and Associates. Among auto insurance providers, Amica Mutual ranks highest in overall auto insurance customer satisfaction for the fourth consecutive year. Amica achieves the top scores in each of the eight drivers of overall satisfaction (in order of importance): doing business with insurer; fulfilling commitments; ease of working with insurer; claims; billing; personnel; price; and problem resolution. Automobile Club of Southern California, Erie Insurance Group and State Farm follow Amica in the rankings, respectively. Nationwide is the most improved provider in the study, moving up nine positions over 2002 to round out the top five. USAA, an insurance provider open only to the U.S. military community and their families and therefore not included in the rankings, achieved a higher satisfaction score than Amica. The 2003 National Auto Insurance Study is based on 14,862 responses from auto insurance policy holders. A more detailed listing of the results by insurance provider is available at the J.D. Power Consumer Center. |
||||
Back to the top | News |
|||||
Advertisement
|
|
Custom Search
|
||||
|
AUTOMOTIVE Dealers Manufacturers Service Extended Warranties Lemon Laws Recalls Tires Transporters FAMILY Aging Children, Parenting Recalls Dating Education Entertainment Pets Weddings |
FINANCE Annuities Banks Credit Cards Debt Collection Debt Counseling Insurance Investing Loans Mortgages Payday Loans Student Loans Tax Prep HEALTH Doctors Drugs, Pharmacies Health Clubs Hearing Care Hospitals Nursing Homes Nutrition, Diets Vision Care Weight Loss |
HOUSE & HOME Appliances Cookware Furniture Home Improvements Lawn & Garden Movers Pools & Spas Realtors, Rental Agents Recalls Utilities ELECTRONICS Cable TV/DBS Cameras Cell Phones Computers Home Electronics Internet Access Local Phone Service Long Distance VoIP |
SHOPPING In-Home Online Retail Stores Sporting Goods Supermarkets Telemarketers TRAVEL Airlines Bus Lines Car Rental Cruises Hotels Travel Agents Trains RESOURCES Class Actions Complaint Form Small Claims Guide Lemon Laws |
CONSUMER NEWS Latest News Automotive Telecom Financial Health Homeowners Scams Seniors Travel More ... RECALLS Automotive Children's Products Drugs Food Household Products Sporting Goods ABOUT US FAQ Privacy Policy Advertise With Us Newsroom Syndication Terms of Use |
Terms of Use Your use of this site constitutes acceptance of the Terms of Use
Copyright © 2003-2009 ConsumerAffairs.com Inc. All Rights Reserved. The contents of this site may not be republished, reprinted, rewritten or recirculated without written permission. |
|