Auto Insurers Manage Customer Expectations as Repair Cycle Times Double in Two Years,J.D. Power Finds
Amica Mutual Ranks Highest for Second Consecutive Year
TROY, Mich.: 26 Oct. 2023 — Long repair shop backlogs and lingering parts shortages havecaused the average auto insurance repair cycle time to reach 23.1 days in 2023, up 6.2 days
from 2022 and more than double the average repair time in 2021. According to the J.D. Power
2023 U.S. Auto Claims Satisfaction Study,SM released today, that long delay has not adversely
affected customer satisfaction. Surprisingly, customer satisfaction with the auto insurance
claims process improves this year, thanks to concerted efforts by insurers to carefully manage
customer expectations.
“It’s really a testament to strong client management processes and improved digitalcommunications,” said Mark Garrett, director of global insurance intelligence at J.D. Power.
“Insurers have been able to earn significantly higher auto claim satisfaction scores at a time
when costs and rates are rising—even though it’s never taken longer to get a vehicle repaired.
Notable, too, is that insurers that have improved the most in overall satisfaction have done so in
two key customer areas: showing concern for their situation at the beginning of the process andkeeping them informed. Being empathetic toward the customer situation goes a long way inbuilding trust with them.”
Following are key findings of the 2023 study:•Overall satisfaction improves across most aspects of claims experience: Overallsatisfaction with the auto insurance claims process this year rises 5 points (on a 1,000point scale) to 878. This increase is driven by improvements in nearly every factor,including settlement; first notice of loss; claim servicing; estimation process; and repair
process. The only factor to decline this year is rental experience, which falls 2 points.

•Repair cycle times now longer than ever: This year’s improvement in overall satisfaction
comes despite it taking longer than ever for vehicles to be repaired. The average repair
cycle time from first notice of loss (FNOL) to returning the vehicle to the claimant is now
23.1 days, an increase of 6.2 days from 2022 levels. The pre-pandemic average cycle
time was 12 days.

•Slow repair cycles affect rental car satisfaction: An increasing percentage of customers
say their rental period is not long enough or that they are incurring out-of-pocket
expenses, which is having an adverse effect on rental car satisfaction. Overall rental
satisfaction for repairable claims falls 32 points when the car is needed for 15 days ormore.

•Aligning processes to customer preferences plays key role: Digital interactions are also
driving an improvement in satisfaction, but primarily among those who prefer digitalchannels. Satisfaction declines among customers who prefer more personal interactions

but are directed to digital processes. Aligning processes to preferences is key ascustomers increasingly want personal interactions—and doing so results in increased
satisfaction.
•Digital FNOL usage increases, but challenges remain: Nearly one-fourth (24%) of auto
claimants are using digital FNOL methods to report a claim, with 13% using an insurer’s
mobile app and 10% using the insurer’s website.

Study Ranking
Amica Mutual ranks highest in overall customer satisfaction for a second consecutive year, witha score of 909. Erie Insurance (902) ranks second and NJM Insurance Co. (900) ranks third.
The 2023 U.S. Auto Claims Satisfaction Study is based on responses from 9,659 auto insurance
customers who settled a claim within the past nine months prior to participating in the survey.
The study excludes claimants whose vehicle incurred only glass/windshield damage or wasstolen, or who only filed a roadside assistance claim. The study was fielded from September
2022 through August 2023.
For more information about the U.S. Auto Claims Satisfaction Study, visit
https://www.jdpower.com/resource/jd-power-us-auto-claims-satisfaction-study.
See the online press release at http://www.jdpower.com/pr-id/2023145.
About J.D. PowerJ.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 tounderstand 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 leadingbusinesses across major industries rely on J.D. Power to guide their customer-facing strategies.
J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about thecompany’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool
can be found at JDPower.com.
Media Relations Contacts
Geno Effler, J.D. Power; West Coast; 714-621-6224; media.relations@jdpa.com
John Roderick; East Coast; 631-584-2200; john@jroderick.com
About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/aboutus/press-release-info###NOTE: One chart follows.

Year / Project / Study Name

J.D. Power
2023 U.S. Auto Claims Satisfaction StudySM
Overall Customer Satisfaction Index Ranking(Based on a 1,000-point scale)

Amica

909

Erie Insurance

902

NJM Insurance Co.

900

COUNTRY Financial

894

State Farm

891

Auto Club of Southern California Insurance Group889

Auto-Owners Insurance

888

Allstate

882

American Family

882

Safeco880

Shelter879

Farmers878

Study Average878

The Hartford

877

Nationwide

875

CSAA Insurance Group874

GEICO

871

Travelers

871

Progressive

870

Liberty Mutual

866

National General863

MAPFRE Insurance

857

Automobile Club Group

848

Mercury848

Kemper
USAA^

820

900

Note: ^Brand is not rank eligible because it does not meet study award criteria.

Source: J.D. Power 2023 U.S. Auto Claims Satisfaction Study SM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.