Customer Satisfaction With Home Claims Experience Much Lower Than Auto

According to a new J.D. Power and Associates study, satisfaction among homeowners insurance customers who file a property claim is significantly lower than that of auto.

The study found that customer satisfaction with the home claims experience averages 828 on a 1,000-point scale. In comparison, satisfaction with the auto claims experience averages 842.

"Home claims are typically far more complex than auto claims, and homeowners insurance claimants tend to have less knowledge of the specifics of their policy coverage than do auto claimants," said Jeremy Bowler, senior director of the insurance practice at J.D. Power and Associates. "Although satisfying home claimants is particularly challenging, it's still crucial for insurance providers to meet the needs of these customers, given the significant impact the experience has on long-term policy retention."

If you are happier with your auto insurance than your home insurance, it might be time to find new homeowner's insurance!

Comments

[Ryan]

As an agent in 41 states, I can tell you that most of the people I've worked with are unaware of some of the limitations of their policies.

Here's a couple critical ones:

1. Ordinance or Law protection: For older homes, bringing the home up to code after a major claim may not be adequately covered.

2. Scheduled Property: Many homeowners don't realize that their jewelry, guns, pricey watches, and art have limited coverage unless they specificially insure them.

3. Proof: Most homeowners know what they own and trying to remember from memory after a claim will be difficult and unacceptable to some claims agents.