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J.D. Power
How to keep clients happy if their auto premiums skyrocket
February 15, 2019 by Greg MeckbachA huge hike in auto rates does not mean your client has to be disgruntled. “There are things that insurers can do to soften the blow when [auto] insurance rate actions need to be taken,” Tom Super, director of the…
Why homeowners are happy with their insurers despite rate increases
June 29, 2018 by Jason ContantDespite rising premiums, homeowners’ satisfaction with their insurance providers has increased for the third consecutive year, according to the J.D. Power 2018 Canada Home Insurance Study. The survey, released on Thursday, rated overall satisfaction at 786 on 1,000-point scale. Homeowners…
A researcher’s take on ICBC’s low customer satisfaction scores
December 1, 2017 Greg Meckbach, Associate EditorBritish Columbia’s monopoly auto insurer has little incentive to improve customer satisfaction, and an opposition party member is slamming the ruling New Democratic Party for not implementing recommendations made in July immediately after taking power. Insurance Corporation of British Columbia…
Many polled Canadians aren’t researching options before buying financial products: LowestRates.ca survey
August 16, 2017 by Canadian UnderwriterWhile Canadians may head online to compare prices on flights or when booking a hotel, most aren’t researching their options before buying financial products, according to a new survey from comparison site LowestRates.ca. The online survey, conducted last month by…
Cat claims out West create stress for home insurers, proactive communications can bolster customer satisfaction: J.D. Power
June 6, 2017 by Canadian UnderwriterA spike in major claims resulting in record losses from catastrophic disasters across Canada over the last few years has created significant challenges for insurance carriers in 2017, a situation that has had an impact on customer satisfaction with the…
Canadian auto insurance customer satisfaction climbs despite premium increases: J.D. Power study
May 15, 2017 by Canadian UnderwriterCustomer satisfaction with auto insurance in Canada has increased for the second consecutive year despite nationwide premium increases, according to the newly released J.D. Power 2017 Canadian Auto Insurance Satisfaction Study. The study, released on Monday, found that across all…
Insurer profitability, broker expertise key drivers of customer satisfaction in large commercial insurers in Canada and U.S.: J.D. Power study
December 5, 2016 by Canadian UnderwriterThe key variables driving overall commercial insurance customer satisfaction in Canada and the United States are insurer profitability and broker expertise, according to the J.D. Power 2016 Large Commercial Insurance Study. The survey, which provides an “independent and objective” measure…
Use of digital channels increasing, but technology can’t fully replace human connections during auto claims process: J.D. Power U.S. study
October 27, 2016 by Canadian UnderwriterMillenials’ customer satisfaction with the auto insurance process in the United States, while still the lowest among all generations, is improving and carrying the rest of the industry with it, according to the J.D. Power 2016 U.S. Auto Claims Satisfaction…
Customer satisfaction with homeowners insurance improves in eastern Canada, lower satisfaction in western provinces: J.D. Power study
June 6, 2016 by Canadian UnderwriterCustomer satisfaction with homeowners insurance in eastern Canada is improving, while catastrophic events contribute to lower satisfaction in the western provinces, according to the J.D. Power 2016 Canadian Home Insurance Study, released on Monday. The annual study examined customer satisfaction…
Switching Gears
June 1, 2016 Valerie Monet, Director, Insurance Practice, J.D. PowerCustomer satisfaction with auto insurance in Canada is improving, representing a complete turnaround from several years of declining satisfaction. Customer experience, rather than rates or rate reductions, is the driver of this newfound improvement, but is the momentum sustainable?
Insurance websites not keeping pace with changing customer expectations: J.D. Power
May 19, 2016 by Canadian UnderwriterInsurer websites are not keeping up with customer expectations, with just over half (55%) of those polled saying they “definitely will” return to the site for their servicing needs, according to the J.D. Power 2016 Insurance Digital Evaluation Study, released…
Customer satisfaction with auto insurance in Canada increases for first time in five years: J.D. Power study
May 6, 2016 by Canadian UnderwriterCustomer satisfaction with auto insurance in Canada has increased for the first time in five years, according to the J.D. Power 2016 Canadian Auto Insurance Satisfaction Study, released earlier this week. The study, now in its ninth year, measures customer…