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TROY, Mich.--(BUSINESS WIRE)--Digital transformation became more than a buzzword for home insurers at the onset of the COVID-19 pandemicit also became the key to faster claims settlement, payment and record high levels of customer satisfaction. The J.D. Power 2021 U.S. Property Claims Satisfaction Study,SM released today, tracked customer experiences with home insurance claims both before and during the COVID-19 pandemic. The study finds that customer adoption of digital claims reporting, estimation and, most importantly, insurers use of photos/videos for estimation increased during 2020. Submission of fully digital claims reduced the average time to payment by up to 5.5 days and helped drive the highest overall satisfaction scores ever measured in the studys 14-year history. Insurers have been touting digital first notice of loss, mobile apps and software for pre-claim home content inventory cataloging, but customer adoption stayed stubbornly lowuntil COVID-19 hit, said Robert Lajdziak, senior consultant, insurance intelligence at J.D. Power. Overall use of technologyparticularly on behalf of the carriersincreased significantly during the past year, creating direct benefits such as faster claims and secondary benefits such as a more consistent claims process for all customers. The key now is addressing some of the lingering issues that create breaks in the digital claims process and continued improvement to convenience and adherence to best practices. Following are some key findings of the 2021 study: Study Ranking MetLife ranks highest in property insurance claims experience, with a score of 904. Auto-Owners Insurance (900) ranks second and Chubb (896) ranks third. The U.S. Property Claims Satisfaction Study measures satisfaction with the property claims experience among insurance customers who have filed a claim for damages by examining five factors (listed in order of importance): settlement; claim servicing; FNOL; estimation process; and repair process. The study is based on responses from 6,112 homeowners insurance customers who filed a claim within the previous nine months. It was fielded from April through November 2020. For more information about the U.S. Property Claims Satisfaction Study, visit https://www.jdpower.com/business/resource/us-property-claims-satisfaction-study. To view the online press release, please visit http://www.jdpower.com/pr-id/2021015. 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 companys 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 1 J.D. 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). Millennials (1982-1994) are a subset of Gen Y.

Answer: Surge in Digital Home Insurance Claims During COVID-19 Drives Faster Cycle Times and Improved Customer Satisfaction, J.D. Power Finds MetLife Ranks Highest in Property Claims Satisfaction