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Auto Insurance Customer Satisfaction Reaches Record High

COSTA MESA, Calif., June 14, 2018 -- Despite steadily increasing premiums, auto insurance customers are more satisfied with their carriers than ever. The reason? According to the J.D. Power 2018 U.S. Auto Insurance Study,SM released today, insurers are beginning to get the customer interaction formula right, offering a mix of digital and live interactions that keep customers engaged with their brands across all channels.

"Cost is not the sole indicator of customer satisfaction in the auto insurance industry," said Robert Lajdziak, Insurance Practice Business Consultant at J.D. Power. "Low prices may attract new customers, but it's service that keeps them. The auto insurers that increase customer satisfaction across all facets of the customer experience make price just one part of the overall relationship."

More frequent use of digital interaction channels—particularly for monthly billing—also has played a major role in driving higher levels of satisfaction. "Customer satisfaction is at its highest when customers take care of transactions themselves and save the high-value interactions for live channels," Lajdziak said. "However, the increasing demand and use of digital self-service options is putting pressure on agents to evolve their value proposition to offer more products and services to help customers with complex needs and risks."

Following are some of the key findings of the 2018 study:

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