Amica again ranked No. 1 in customer satisfaction in J.D. Power study

LINCOLN – Following a relatively quiet spell in the property insurance industry, Amica Mutual Insurance Co. has once again been ranked No. 1 in customer satisfaction, according to J.D. Power’s 2015 Property Claims Satisfaction Study.
The accolade is the fourth year in a row the Lincoln-based insurance company has claimed the top spot. J.D. Power, in its eighth year of the study, measures satisfaction with property claims experienced among customers who’ve filed a claim for damages, according to a press release.
“Amica is honored to have received this distinction for the fourth consecutive year,” Robert A. DiMuccio, chairman, president and CEO of Amica, said in a statement. “Our 3,400 employees continue to make our customers their top priority and this award is a testament to that.”
J.D. Power examined the following categories for the study: settlement, first notice of loss, estimation process, service interaction and repair process in its study. The global information and marketing firm counted eight “catastrophic storms” in 2013 and five in 2014, which it says gave some respite to insurance companies after a record 25 catastrophic events in 2011 and 2012, according to the release.
Jeremy Bowler, senior director of insurance practice at J.D. Power, said in a statement that insurers have been able to learn and grow from the previous years, which has really shown this year.
“The study shows the significant gains insurers have made in customers satisfaction by applying the lessons learned while handling prior catastrophic losses to all claim processes,” Bowler said. “The big storms masked the steady progress the industry has also been making in recent years on routine claims, but we’re really seeing that shine now.”
Amica scored 888 out of 1,000 in the study, ebbing out Nationwide, which came in second with 886.
The industry average is 851.

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