Quebec consumers report highest satisfaction with home insurers

Customers in Quebec appear to have the highest level of satisfaction with their home insurers, compared to customers in the Western and Ontario/Atlantic regions, according to JD Power and Associates.
The ‘2011 Canadian Home Insurance Study’ measures home insurance customers’ experiences with their primary insurer. Customer satisfaction with home insurance providers is examined in five factors: interaction; price; policy offering; billing and payment; and claims.
In 2011, overall satisfaction with home insurance providers in Quebec averages 808 on a 1,000-point scale, a release from JD Power says.
Satisfaction in the Western Region averages 66 points lower, at 742. Satisfaction is lowest in the Ontario/Atlantic region, averaging 739.
“Insurers in Quebec are the most consistent in implementing critical service behaviours identified in the study, with 30% of home insurance customers indicating their insurer delivered at least nine of the 10 most important services. By comparison, 19% of customers in the Western Region and only 10% of customers in the Ontario/Atlantic Region say the same,” the release says.
Four of the 10 most important services centre on billing statements, the report found, which are typically the primary touch point that customers have with their home insurer.
“Ensuring that bills are easy to understand and provide relevant information is critically important to overall satisfaction. There is considerable room for improvement in this area, as only 40% of customers overall indicate receiving helpful information on their billing statement.”