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The study also revealed those practices that earned those companies a place in the auto insurance company ranking report. Those companies that performed well in these areas ensured their customer's satisfaction. Those practices are:
- Answer all their customer's questions
- Manage their customer's expectations of the claims settlement
- Are genuine in their concern for the customer's situation
- Steer clear of negotiated settlements
- Appointments for appraisals are flexible
- Return the customer's phone calls and emails
- Representatives have access to all information
- Consistently keep the customer updated
- Ensure the customer understands the claims process
- Provide and follow a timeline for the claims process
Unfortunately the customers who participated in the car insurance company rankings process felt that their insurance company failed in at least a few of the service practices. Even then 75% of the insurance customers indicated that they would absolutely renew their auto insurance policy.
See each of the 25 auto insurance company rankings from the results of the study.
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