Auto insurance claimants who incur a total loss are
notably less satisfied with the claims experience than claimants who incur
a repairable vehicle claim, according to the J.D. Power and Associates 2011
U.S. Auto Claims Satisfaction Study.
One-half of the claimants who suffered total losses cited
that the settlements they received weren’t enough to replace their totaled
vehicles with a similar make/model vehicle.
"Ongoing communication and managing expectations are
key throughout the entire claims process, as total loss claims take 18.2 days,
on average, for claimants to receive payment, compared with just 12.5 days for
the return of a repaired vehicle," said Jeremy Bowler, senior director of
the insurance practice at J.D. Power and Associates.
Auto-Owners Insurance ranked highest in overall
satisfaction for the fourth consecutive year. State Farm finished second, with
Amica Mutual at third. The entire rankings are as
follows:
1. Auto-Owners
2. State Farm
3. Amica Mutual
4. American Family
5. The Hartford
6. Country
7. Erie Insurance
8. Travelers
9. Industry Average
10. Nationwide
11. GEICO
12. California State Automobile Association
13. Safeco
14. Progressive
15. The Hanover
16. Allstate
17. Liberty Mutual
18. Mercury
19. Automobile Club of Southern California
20. MetLife
21. Automobile Club Group
22. Farmers
23. Esurance
24. Encompass
25. Commerce
26. 21st Century
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