Keeping Homeowner Insurance Customers Satisfied Can Carry Difficulties

12/29/09

Insurance professionals have long known that a satisfied customer is far more likely to provide repeat business in the long term. With that in mind, a recent study finds that many consumers tend to be more satisfied with their auto insurance than with other forms of coverage, such as homeowner insurance.

According to J.D. Power and Associates, customer satisfaction with their auto claims experience stood at 842 on a 1,000 point scale. In contrast, the same study found satisfaction among homeowners to be 828 out of a 1,000 point scale.

"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. 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," said Jeremy Bowler of J.D. Power and Associates.

The report noted that only about 6 percent of homeowner insurance customers need to file claims in any given year. Those who do file such claims reportedly tend to find the negotiation process leading up to a settlement the most difficult part, which can affect their satisfaction with a company.

For those in the market for the right home insurance policy, checking on customer satisfaction levels can be an important step to remember.

ShareThis