Claim satisfaction

According the Insurance Information Institute overall customer satisfaction with the auto insurance claims experience remained stable during the fourth quarter of 2011, despite an increase in the number of auto insurance claims and the amount of time needed to repair vehicles, according to J.D. Power’s auto claims satisfaction survey. An increase in claims due to weather-related damage led to higher volumes at repair shops during the fourth quarter of 2011. For vehicles that were ultimately repaired, it took an average of 8.5 days for customers to get their repaired vehicle back from the shop, nearly one full day longer than the average of 7.8 days during the third quarter of 2011. However, overall customer satisfaction was up slightly, averaging 855 on a 1,000-point scale during the fourth quarter of 2011, compared with 854 during the third quarter and 848 during the second quarter of 2011.