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Auto Insurance Customer Satisfaction Stalls Despite $18 Billion in Premium Relief, J.D. Power FindsThe auto insurance industry voluntarily returned more than $18 billion in auto insurance premiums to customers in 2020 to address the sharp decline in miles driven during the COVID-19 pandemic. Despite the magnitude of this historic relief effort, the J.D. Power 2021 U.S. Auto Insurance Study,SM released today, finds that overall customer satisfaction with auto insurers is flat, following four consecutive years of improvement. "What we're seeing in this year's study is a case of insurers delivering with their actions but missing the mark on effective communication to their customers," said Robert Lajdziak, senior consultant for insurance intelligence at J.D. Power. "The refunds provided to customers during the pandemic were significant, representing nearly 7% of total industry premiums, but only half of customers were even aware of them. Worse, when customers needed to communicate with their insurers, either via phone, website or chat, many came away feeling less satisfied with the result than in the past." Following are some of the key findings of the 2021 study:
California: Wawanesa (853) (for a second consecutive year)
See the rank charts for each region at http://www.jdpower.com/pr-id/2021063. The 2021 U.S. Auto Insurance Study, now in its 22nd year, examines customer satisfaction in five factors (in alphabetical order): billing process and policy information; claims; interaction; policy offerings; and price. The study is based on responses from 38,938 auto insurance customers and was fielded in February-March 2021. For more information about the U.S. Auto Insurance Study, visit https://www.jdpower.com/business/resource/jd-power-us-auto-insurance-satisfaction-study. About J.D. Power J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies. J.D. Power is headquartered in Troy, Mich., and has offices in North America, Europe and Asia Pacific. To learn more about the company's business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com. About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info
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