Amica Mutual Ranks #1 for Overall Customer Satisfaction

GoLocalProv Business Team

Amica Mutual Ranks #1 for Overall Customer Satisfaction

Amica Mutual Insurance ranks number one in overall customer satisfaction for a sixth straight year, according to the J.D. Power 2017 U.S. Property Claims Satisfaction Study. 

Amica is the only Rhode Island insurance company to make the rankings. 

“Following the significant declines in customer satisfaction found in the 2016 study, property and casualty insurers have redoubled their efforts to improve the settlement process and fine-tune their customer interactions, efforts that have been clearly recognized and appreciated by homeowners who experienced significant losses this past year,” “Still, despite the overall improvement, problem areas are evident, most notably in water-related and other complex claims that take a long time to settle and that cause significant lifestyle disruption. Insurers that manage to get the settlement process and customer interaction equation right in these types of disruptive and often catastrophic scenarios are those that raise the bar for the industry,” said Greg Hoeg, vice president of U.S. insurance operations at J.D. Power. 

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Amica is tied with Worcester’s The Hanover with 893 points, while Nationwide ranks third and Encompass, Chubb and Auto-Owners Insurance ranks fourth, fifth and sixth respectively. 

See the Full Rankings Below 

The Study 

The study measures satisfaction with the property claims experience among insurance customers who have filed a claim for damages by examining five factors (listed in order of importance): settlement; first notice of loss; estimation process; service interaction; and repair process. Satisfaction is calculated on a 1,000-point scale.

The overall Customer Satisfaction Index increases by 13 points year over year to a score of 859 in 2017, a new all-time high for the study. The largest single driver of the improvement is the settlement factor, which encompasses the fairness of the settlement amount, followed by estimation process and service interaction.

The 2017 Property Claims Satisfaction Study is based on more than 6,645 responses from homeowners insurance customers, and was conducted between January and November 2016.


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