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Category: United States

  • 2018 U.S. Auto Claims Satisfaction Study

    Auto Insurers Earn High Marks for Customer Satisfaction in Claims Process but Struggle to Integrate Digital Claims Reporting Technology, JD Power Finds

    2018-10-19

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    COSTA MESA, Calif.: 25 Oct. 2018 — Automobile insurers are achieving high levels of customer satisfaction when handling claims, but they are struggling to transition claimants to digital claims reporting solutions, according to the JD Power 2018 U.S. Auto Claims Satisfaction Study.SM These findings are noteworthy in light of claim severity outpacing the decline in claim frequency, which is putting enormous pressure on traditional customer service and claims processing operations to create a more effective way to handle auto claims.

    “Insurers are doing a great job at the critical customer touch point of claims reporting, but the end-to-end claim process is still costly and not as fully integrated as it needs to be,” said David Pieffer, Property & Casualty Insurance Practice Lead at JD Power. “The challenge for insurers is to seamlessly transition the claims reporting function to more cost-effective digital customer care solutions. For many insurance customers, reporting a claim is one of the few direct interactions they have with their insurer and it comes at a time when they are looking for a reassuring voice. That’s not the ideal time to introduce a new digital touch point.”

    Following are key findings of the 2018 study:

    • Record-high customer satisfaction with auto claims: Overall satisfaction with the auto insurance claim process increases to 861 (on a 1,000-point scale), up 3 points from last year’s study and setting a record-high. The performance improvement is driven primarily by a 5-point improvement in the first notice of loss (FNOL) factor.

    • Industry-wide improvement: Improvements in customer satisfaction are found across the board, with the gap between the highest- and lowest-ranking insurers shrinking to just 70 points, the smallest that gap has been since the study’s inception.

    • Few customers adopting digital FNOL offerings: Although customer use of technology has increased over the past five years, 65% of claimants have received a digital status update, with the majority of that done in combination with offline status updates. FNOL currently has the lowest technology utilization, with just 11% of claimants filing a FNOL via digital channels.

    • Customer satisfaction lower when using digital FNOL channels: FNOL satisfaction is lower among customers who submit their claim digitally than among those who report via offline channels (860 vs. 869, respectively).

    • Mobile app usage can be a double-edged sword: The use of mobile apps in the estimation process, which allows claimants to submit photos or videos of their damaged vehicle directly to their insurer, is growing in popularity, with 42% of claimants using the technology. When insurers use those photos or videos, overall satisfaction surges to 871. However, when they do not use the photos or videos and still need to send an adjuster, overall satisfaction falls 29 points to 842. Currently, insurers rely on claimant-submitted photos and videos 53% of the time they are submitted.

    Insurer Rankings

    Erie Insurance ranks highest in overall customer satisfaction with a score of 891. Amica Mutual (887) ranks second and Auto-Owners Insurance (882) ranks third.

    The 2018 U.S. Auto Claims Satisfaction Study is based on responses from 10,896 auto insurance customers who settled a claim within the past six months prior to taking the survey. The study excludes claimants whose vehicle incurred only glass/windshield damage or was stolen, or who only filed a roadside assistance claim. Survey data was collected from November 2017 through August 2018.

    For more information about the U.S. Auto Claims Satisfaction Study, visit https://www.jdpower.com/resource/jd-power-us-auto-claims-satisfaction-study.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

    Media Relations Contacts
    Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]
    John Roderick; St. James, N.Y.; 631-584-2200; [email protected]

    About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

     

  • JD Power Hires Kyle Schmitt, Managing Director of Global Insurance Practice

    JD Power Hires Kyle Schmitt, Managing Director of Global Insurance Practice

    2018-10-23

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    COSTA MESA, Calif.: 24 Oct. 2017 — Kyle Schmitt, a leading expert in insurance and corporate strategy, has been hired as Managing Director of the Global Insurance Practice at JD Power, the global leader in industry intelligence & customer experience.

    In this role, Schmitt will report directly to Keith Webster, Senior Vice President and General Manager, Global Financial and Service Industry Division.  Schmitt will lead the growth strategy for the Global Insurance Practice by leading a team of talented practice leaders and working closely with the sales, marketing, analytics and research groups. As the insurance industry continues to face challenges from emerging technologies and in delivering outstanding service to their customers, Schmitt and his team at JD Power are well equipped to provide insights and advice that will drive performance improvements for our clients and for the industry at large.

    “JD Power is extremely pleased to add such a forward thinking, prominent member of the insurance industry to our leadership team,” Webster said. “Schmitt’s previous work experience gives him the unique global and corporate view of insurance that will be extremely beneficial for us as well as our clients.”

    Schmitt, who most recently worked as a Director leading Business Strategy within key operating units at State Farm Insurance Companies, has spent his career focusing on growth, market strategy and corporate finance solutions. While at State Farm, he led several growth and performance improvement initiatives within the life insurance and P&C claims business units. Prior to State Farm, Schmitt was Vice President of Investment Banking in the insurance M&A division at Barclays in London where he advised global executives and boards on market strategy, deal structuring, risk management and valuation optimization.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

    Media Relations Contacts
    Geno Effler; JD Power; 714-621-6224; [email protected]  
    Brian Shiver; XIO Group; 212-850-5683; [email protected]

    About JD Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info

     

  • 2018 Home Security Satisfaction Study

    Smart Home Features Emerge as Key Opportunity to Drive Customer Satisfaction with Home Security Systems, JD Power Finds

    2018-10-23

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    COSTA MESA, Calif.: 25 Oct. 2018 — Integration with internet-connected smart home technologies has become the new frontier for home security system operators and, according to the JD Power 2018 Home Security Satisfaction Study,SM that functionality is creating the opportunity to meet more needs and provide added convenience. Overall customer satisfaction with home security systems is 834 (on a 1,000-point scale), up 3 points from last year, making home security the fourth highest-scoring product industry of all service industries evaluated by JD Power this year.

    “Sleek touch-screen control panels and the ability to operate the system through mobile devices have become the two most popular home security system interfaces for consumers and they are playing a key role in driving higher levels of customer satisfaction because they simplify the use of the system,” said Christina Cooley, Director, Home Improvement and Technology Practice at JD Power. “When compared with other connected services that come into the home—such as cable TV, telephone and utilities—home security is far and away the leader in customer satisfaction, indicating that this industry understands the needs of consumers and is evolving quickly to address changing preferences.”

    Following are some key findings of the 2018 study:

    • Availability of smart home features becomes elemental in driving satisfaction: A total of 49% of home security system customers have smart home features integrated with their systems, up from 44% last year. Among all home security system providers evaluated in the study, overall satisfaction is higher when customers have smart home features integrated with their systems.
    • Touch screens and mobile phone operation improve usability: The two most common methods of operating a security system are touch-screen control panels installed in the home (56%) and mobile devices (40%). Customers whose system uses either of these methods say they are “less complicated” to use than other ways of controlling the system.
    • Peace of mind and property protection are top purchase drivers: The primary reasons customers purchase home security systems are “peace of mind” (60%) and to “protect property” (56%). These reasons far exceed such incentives as “discounts on insurance” (20%) and “wanted to get a newer, more up-to-date system” (21%).

    Study Rankings

    Brinks Home Security (852) ranks highest in customer satisfaction among home security brands. AT&T Digital Life ranks second with score of 847 and Vivint Smart Home ranks third with a score of 839.

    The 2018 Home Security Satisfaction Study measures customer satisfaction with professionally installed and monitored home/residential security brands by examining four factors (in alphabetical order): billing and payment; customer service; enrollment; and usage.

    The study is based on responses from 1,983 customers who own a professionally installed and monitored home/residential security system and was fielded in August-September 2018.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

    For more information on the JD Power Home Security Satisfaction Study, visit https://www.jdpower.com/business/resource/home-security-satisfaction-study

    Media Relations Contacts
    Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]
    John Roderick; St. James, N.Y.; 631-584-2200; [email protected]

    About JD Power and Advertising/Promotional Rules https://www.jdpower.com/business/about-us/press-release-info

     

  • JD Power Joins The Internet of Things Consortium

    JD Power Joins The Internet of Things Consortium

    2018-09-05

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    COSTA MESA, Calif.: 6 Sept. 2018 — JD Power, a global leader in consumer insights, data analytics and advisory services, has joined The Internet of Things Consortium (IoTC) as a strategic participant. The IoTC is a business development organization focused on connecting thought-leaders and companies to drive Internet of Things (IoT) interactions and partnerships.

    “JD Power can help bridge many of the issues facing companies involved in IoT,” said Ian Greenblatt, Managing Director and Technology/Media/Telecom Practice Leader at JD Power. “We can identify outcomes, insights and data-gathering processes that will help IoTC members collectively move these partnerships forward. IoT has entered a new growth phase with the further advent of ubiquitous and less expensive networks, sensors and myriad IoT software platforms. JD Power’s 50-year history of market intelligence will be applied to the massive enterprise and emerging consumer IoT ecosystem.”

    In addition to Greenblatt’s background in the cable and broadcast arenas, he has added IoT industry expertise to the JD Power team with strong connections to the telecom, academic, solution provider and customer segments. JD Power is now uniquely equipped to provide a single source of truth for enterprises and consumers along with the connectivity, device, and platform vendors that serve them. “Augmenting our new IoT internal capabilities with the IoTC focus on partnerships and key verticals really creates new opportunities for us,” Greenblatt said.

    JD Power joins more than 70 well-known organizations partnering with IoTC such as ADT, Comcast, Cox Communications, Electrolux, FOX, Honeywell, LG Electronics USA, Liberty Mutual Insurance, Mastercard, Nestle, T-Mobile, Turner, The Weather Company and Verizon, to name a few.

    About The Internet of Things Consortium (IoTC)
    The Internet of Things Consortium (IoTC) is the premier business development association for the Internet of Things (IoT) ecosystem. It is comprised of leading founders, executives and global companies in IoT. The IoTC’s mission is to ignite the growth of the IoT marketplace by leading the industry’s efforts through strategic partnerships. The organization focuses on five key verticals: connected homes, autos, cities, retail and wearables.

    For more information on The IoTC’s work, please visit www.iofthings.org.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

    Media Relations Contacts
    Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]

    About JD Power and Advertising/Promotional Rules  www.jdpower.com/business/about-us/press-release-info

     

  • 2018 JDPower.com Top-Rated Vehicles

    JDPower.com Names Highest-Rated Vehicles for Model Year 2018

    2018-09-06

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    COSTA MESA, Calif.: 7 Sept. 2018 — Visitors to car-shopping site JDPower.com can quickly gauge the ownership experience of any current model by accessing the vehicle’s rating on the site’s 100-Point Score.

    Given that the scores are based on depreciation and verified data from real owners in the areas of quality, dependability, performance, reviews, awards and dealership ratings, what are the site’s highest-rated vehicles?

    The highest-rated model year 2018 vehicles listed on JDPower.com today are:

    • Porsche 911 (94 points)
    • Genesis G90 (93)
    • Mercedes-Benz S-Class (92)
    • Lincoln Continental (92)
    • Porsche Macan (91)
    • Lincoln Navigator (91)
    • Lexus RX (91)
    • Porsche 718 (90)
    • BMW 7 Series (90)
    • Cadillac Escalade (90)
    • Genesis G80 (90)
    • Lexus GS (90)
    • Porsche Cayenne (90)

    Complementing the 100-Point Score on the new consumer-friendly website is a series of Red Blade Ratings that provide a quick, easy-to-digest look into the vehicle data at several touchpoints.

    “With nearly 600 models receiving a score of 81 or higher, car shoppers can find a high-quality vehicle on JDPower.com that suits their wants and needs,” said Troy Snyder, Vice President, Consumer Division at JD Power. “In addition to the rating scores, car shoppers can see which vehicles won a JD Power award by segment, so they can rest assured that they’re making a wise purchase decision.”

    The Red Blade Ratings and 100-Point Score are sourced from JD Power’s wealth of consumer insight data from studies such as Vehicle Dependability Study (VDS); Customer Satisfaction Index (CSI); Initial Quality Study (IQS); Automotive Performance, Execution and Layout (APEAL); and Sales Satisfaction Index (SSI). These studies reflect more than 3.2 million verified ownership experiences from vehicle models dating from model year 2013 to model year 2018.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

    Media Relations Contacts
    Geno Effler; West Coast; 714-621-6224; [email protected]
    Shane Smith; East Coast; 424-903-3665; [email protected]

    About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

     

  • 2018 Gas Utility Residential Satisfaction Study

    Improved Community and Product Awareness Increases Satisfaction with Gas Utilities, JD Power Finds

    2018-09-11

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    COSTA MESA, Calif.: 12 Sept. 2018 — Gas utility companies should be doing more to increase their communications recall with their efforts in the communities they serve as well as highlighting their extending product offerings, according to the JD Power 2018 Gas Utility Residential Satisfaction Study,SM released today.

    “As customer satisfaction continues to increase from 2017, gas utility companies that highlight their involvement in their local communities are likely to see an increase in customer satisfaction,” said Carl Lepper, Director of the Utility Practice at JD Power. “It’s beneficial, too, when information about products and services is regularly communicated.”

    The 2018 Gas Utility Residential Customer Satisfaction Study ranks large and midsize utility companies in four geographic regions: East, Midwest, South and West. Companies in the midsize utility segment serve between 125,000 and 399,000 residential customers, and companies in the large utility segment serve 400,000 or more residential customers.

    The following utilities rank highest in customer satisfaction in their respective regions:

    • East Large: New Jersey Natural Gas
    • East Midsize: Elizabethtown Gas
    • Midwest Large: MidAmerican Energy
    • Midwest Midsize: Michigan Gas Utilities
    • South Large: CenterPoint Energy
    • South Midsize: TECO Peoples Gas
    • West Large: NW Natural
    • West Midsize: Cascade Natural Gas

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

    Media Relations Contacts
    Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]
    John Roderick; St. James, N.Y.; 631-584-2200; [email protected]

    About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

     

  • 2018 Smart Thermostat Satisfaction Report

    Smart Thermostat Efficiency Boosts Customer Satisfaction, JD Power Finds

    2018-09-11

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    COSTA MESA, Calif.: 12 Sept. 2018 — Smart thermostats that are energy efficient vastly increase customer satisfaction, as well as ease of installation/setup and pricing, according to the JD Power 2018 Smart Thermostat Satisfaction Report.SM

    “The boost in customer satisfaction based on energy efficiency shows that consumers are looking for long-term savings and environmentally friendly options when it comes to smart thermostats,” said Ian Greenblatt, Technology, Media & Telecom Practice Lead at JD Power. “If manufacturers can continue to turn out products that can satisfy beyond the purchasing and installation process, they will see an increase in customer loyalty, as we found that 94% of satisfied customers are likely to recommend their product to others and 59% are likely to repurchase the product down the road.”

    The 2018 Smart Thermostat Satisfaction Report measures overall customer satisfaction with smart thermostat brands among those who purchased a smart thermostat system within the past 12 months. Satisfaction is examined across 10 factors (listed in order of importance): ease of use; ease of install/setup; reliability; energy efficiency; price paid; effectiveness of heating/cooling; internet connectivity; usefulness of app; variety of features; and customer service. Satisfaction is calculated on a 1,000-point scale. The report is based on responses from 952 customers and was fielded in July-August 2018.

    Study Rankings

    Nest ranks highest in overall customer satisfaction (883), performing particularly well in six of the 10 factors: internet connectivity; variety of features; ease of use; energy efficiency; usefulness of app and ease of install/setup. Honeywell ranks second (877) and Carrier ranks third (861).

    Overall satisfaction among smart thermostat customers is 877, up 12 points from 2017.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

    Media Relations Contacts
    Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]
    John Roderick; St. James, N.Y.; 631-584-2200; [email protected]

    About JD Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info

     

  • 2018 Multimedia Quality and Satisfaction Study

    In-Car Multimedia Technology Still Vexes Vehicle Owners, but Some Automakers Showing Strong Improvement, JD Power Finds

    2018-09-11

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    COSTA MESA, Calif.: 13 Sept. 2018 — In-car multimedia technology, perennially the leading source of complaints among new-vehicle owners, is still a sore spot for customer satisfaction, but is improving. According to the JD Power 2018 Multimedia Quality and Satisfaction Study,SM the number of reported problems with in-car audio, communication, entertainment and navigation (ACEN) technologies has decreased for a third consecutive year, with several technology standouts emerging among manufacturers.

    The study measures the experiences and opinions of vehicle owners regarding the quality, design and features of their ACEN system in the first 90 days of ownership. Multimedia system quality is determined by the number of problems experienced per 100 vehicles (PP100), with a lower score reflecting higher quality.

    Top-performing vehicles in each segment are as follows:

    • Small Mass Market: Kia Rio
    • Compact Mass Market: Kia Forte
    • Midsize Mass Market: Ford Mustang
    • Large Mass Market: Ford Taurus
    • Small Premium: BMW 2 Series
    • Compact Premium: Porsche 718
    • Midsize Premium: Lincoln Continental
    • Large Premium: BMW 7 Series

    “In-car multimedia has been a problematic category for automakers for several years, as ever-more elaborate navigation, voice recognition and entertainment systems have proliferated in vehicles of every type,” said Brent Gruber, Senior Director, Automotive Quality Practice, JD Power. “While the area is still the leading cause of new-vehicle complaints—with voice recognition technology continuing to lead the way as the number one complaint for a sixth consecutive year—we are seeing some serious improvement across the board, with some manufacturers really raising the bar on delivering quality multimedia technology experiences for their customers.”

    Data for the annual Multimedia Quality and Satisfaction Study is derived from each year’s JD Power Vehicle Quality Survey (VQS). The data is augmented with supplier sourcing information where available, which affords multimedia suppliers with a comprehensive view of the overall multimedia industry, as well as the performance of individual products and systems, and problems that owners experience.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

    Media Relations Contacts
    Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]
    John Roderick; St. James, N.Y.; 631-584-2200; [email protected]

    About JD Power and Advertising/Promotional Rules http://www.jdpower.com/business/about-us/press-release-info

     

  • JD Power 2018 U.S. Home Insurance Study

    Home Insurance Customer Satisfaction Reaches Record High as Customers Embrace Bundled Policies and Digital Communications Channels, JD Power Finds

    2018-09-11

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    COSTA MESA, Calif.: 13 Sept. 2018 — Home insurer investments in improved digital interaction channels and bundled product offerings that combine multiple policies under one account are paying off in the form of the highest levels of customer satisfaction in the history of the study, according to the JD Power 2018 U.S. Home Insurance Study.SM However, the ability of insurers to maintain these high levels of customer satisfaction will continue to be tested by the growing crop of “insurtech” start-ups capitalizing on digital-only offerings.

    “Despite experiencing record property losses due to severe hurricanes, floods and fires, home insurers have managed to win the hearts and minds of their customers through superior service and access to information,” said Robert Lajdziak, Business Consultant for the North American Insurance Practice at JD Power. “But insurers should note that the preference for digital channel interaction has notably increased for several years, across all types of interactions and all generations of customers. That evolving consumer preference could provide an opening for digital-native insurtech companies.”

    Following are some key findings of the 2018 study:

    • Record-high customer satisfaction: Overall customer satisfaction scores have reached an all-time high of 818 (on a 1,000-point scale) among homeowners (+10 points from 2017) and 839 among renters (+5 from 2017), driven by an increase in the proportion of customers who bundle policies and improvements in digital interaction channels.
    • Preference for digital grows: Preference for using digital channels for interaction has increased significantly from 2017, across a wide range of interaction types ranging from payment verification and billing inquiries to policy renewals and price quotes. While the increased digital preference is evident in all generational groups of home insurance customers, it is most preferred by Gen Y[1] and Gen Z homeowners.
    • Benefits of bundling: Customers who have multiple policies with a single home insurer have higher satisfaction and are more likely to advocate on behalf of their carrier. Overall satisfaction among customers with six or more bundled insurance products averages 863, which is 111 points higher than among those who have just one home insurance product. Likewise, the average Net Promoter Score®[2] among customers with six or more bundled products is 58, which is 52 points higher than among those who only have one home insurance product.
    • Auto insurance represents bundling opportunity: While products related to the home, such as secondary residence insurance, umbrella policies, and valuable possessions insurance, are frequently bundled with home insurance policies, auto insurance remains an outlier. Presently, 20% of home insurance customers who also have auto insurance do not bundle their auto policy with a home policy, representing a growth opportunity for home insurers.

    Study Rankings

    Amica Mutual ranks highest in the homeowners insurance segment for a 17th consecutive year, with a score of 861. Auto Club of Southern California Insurance Group ranks second with a score of 840 and Cincinnati Insurance ranks third with a score of 835.

    Auto Club of Southern California Insurance Group ranks highest in the renters insurance segment with a score of 845. Erie Insurance ranks second with a score of 842. State Farm ranks third with a score of 840.

    The U.S. Home Insurance Study examines overall customer satisfaction with two distinct personal insurance product lines: homeowners and renters. Satisfaction in the homeowners and renters insurance segments is measured by examining five factors: interaction; policy offerings; price; billing process and policy information; and claims.

    The study is based on responses from 14,122 homeowners and renters via online interviews conducted in June-July 2018.

    For more information about the 2018 U.S. Home Insurance Study, visit http://www.jdpower.com/business/resource/jd-power-us-household-insurance-study.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

    Media Relations Contacts
    Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]
    John Roderick; St. James, N.Y.; 631-584-2200; [email protected]

    About JD Power and Advertising/Promotional Rules http://www.jdpower.com/business/about-us/press-release-info

    [1] JD Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2004).

    [2] Net Promoter,® Net Promoter System,® Net Promoter Score,® NPS® and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

     

  • JD Power Introduces Insurance Claims Certification Program

    JD Power Introduces Claims Certification to Help Identify Excellence in Claims Experience

    2018-09-12

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    COSTA MESA, Calif.: 20 Sept. 2018 — Building on the decades-long trust consumers and brands have in JD Power studies, the data and analytics company has created the JD Power Insurance Claims Certification ProgramSM to recognize brands that provide exceptional claims experience in the automobile, property and small commercial segments.

    This exclusive program reflects the commitment and dedication of select brands to provide their customers with an insurance claims experience that meets the expectations of today’s consumers.

    “The Claims Certification Program will assist consumers who expect an exceptional insurance experience from their insurer, as third-party vendors working with insurers,” said Jessica McGregor, Director of Insurance at JD Power. “Certified brands also will benefit by leveraging the JD Power brand and promoting their organization’s commitment to an outstanding claims experience.”

    NJM Insurance Group, a leading property and casualty insurer in the Mid-Atlantic region, is the first organization to achieve JD Power Personal Auto Claims Certification.

    “As a company that exists for the sole service and benefit of its policyholders, we’re thrilled to be the first recipient of JD Power’s Insurance Claims Certification,” said Mitch Livingston, NJM President & CEO. “The standards we were required to meet to achieve claims certification help validate, from a well-recognized, independent third-party, that we’re fulfilling our mission to provide value-based insurance solutions with the highest level of service, integrity and financial stewardship.”

    As the first qualification criterion, brands must perform in the top 80th percentile on the 2018 JD Power Claims Satisfaction Index.SM Benchmark rankings are based on overall customer satisfaction with the claims experience for 52 brands. In addition, qualifying brands must pass a rigorous audit and evaluation of 90 claim experience and operational best practices conducted by JD Power.

    Once certified, a brand is permitted to market its achievement for 12 months with such marketing tools as a JD Power Claims Certification trophy, online marketing collateral and in-store merchandise displays. Certified brands also will be listed on jdpower.com for consumers to search while shopping.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

    Media Relations Contact
    Geno Effler; JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]

    About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info