policy, they likely won't think about it too much unless they need to file a claim. This isn't always a bad thing, but many people could benefit from taking a second look at their policy to see if there is something better out there for them.
A recent report released by J.D. Power shows that auto insurance customer satisfaction has flattened out, largely thanks to one key issue: communication.
is largely focused on the fact that customer satisfaction has remained relatively unchanged in the last year. This may have come as a surprise to some car insurance experts, as the general trend has been higher customer satisfaction year after year for four consecutive years. Not this time.
Auto insurance companies tried to boost their brand perception, and in turn customer satisfaction, by providing major relief throughout the
. However, only half of auto insurance customers had any awareness of this extra effort on the part of their insurance companies.
One positive note from the study is that auto insurance prices have gone down over the past year, but many people failed to notice this silver lining due to dissatisfaction with the communication of their auto insurance companies.
This report talks in-depth about the significant declines seen in customer satisfaction relating to their auto insurance's communication. Overall, customer satisfaction with chat and email communication dropped by a whopping 12 points.
Call center satisfaction saw a less severe drop of five points, and auto insurance websites and local insurance agent satisfaction dropped by three points and one point, respectively.
This study should serve as a major wake-up call for auto insurance companies, as communication is one of the most important aspects of the entire business. People purchase auto insurance with the hope that they won't need to file any claims, but when they do get into an accident, they expect to be reasonably supported and assisted by the company they pay significant dollars to every month for that very service.
Communication is important, but the price will always be a major deciding factor for customers when choosing an auto insurance company.
The J.D. Power study also found that people don't feel loyal enough to their auto insurance companies to decline a small discount from another agency. Almost half of those surveyed said they are ready to
On top of that, over half of those who switched companies recently do so because of a premium increase of $200 or less with their previous company. Perhaps if communication issues among auto insurers got sorted out, people would be less tempted to switch by a relatively modest savings offer from another company.
If auto insurers want to keep their customers’ business, they should take this seriously and attempt to strike a balance between effective communication and keeping their rates as affordable as possible.
Fortunately, consumers don't have to spend hours doing all the dirty work of sorting through insurance premiums like they used to. Now, artificial intelligence can find the best prices for you in as little as a few minutes with a couple of taps on your smartphone. If you're ready to explore other car insurance options, give
Brandon Moore earned a Bachelor of Arts in English degree and Minor in Music at Truman State University (2021), where he has been published in the literary magazine Windfall. Originally from Illinois and Missouri, Brandon routinely travels throughout the Midwest. When he’s not writing and editing content, you can find Brandon hiking trails, writing and performing music, or spending time with his family in central Missouri.