WESTLAKE VILLAGE, Calif.
, July 18, 2013 /PRNewswire/ -- Satisfaction with the auto claims experience held steady in the second quarter of 2013, compared with the first quarter. Small improvements in satisfaction with repairable claims were offset by significant declines in satisfaction among total loss-claimants, according to the J.D. Power 2013 Auto Claims Satisfaction Study
—Wave 3 released today.
The declines may be due to the impact of more claims filed in the Mid-Atlantic region after damages from Superstorm Sandy at the end of
and a powerful nor'easter storm in
Overall claimant satisfaction has edged up by 2 points to 852 on a 1,000-point scale in Wave 3, compared with 850 in Wave 2 of the study[January –
]. On a positive note, out-of-pocket expenses for repairable claims, such as the deductible and vehicle rental, have dropped to an average of
in Wave 2. However, out-of pocket expenses for total loss have increased slightly to an average of
in Wave 3 from
in Wave 2.
"While overall satisfaction is up 2 points overall, and satisfaction in four of the six factors is also up from Wave 2, satisfaction with the appraisal process among total loss claimants declines by 25 points," said
, senior director of the insurance practice at J.D. Power.
"For total loss vehicles, satisfaction with the claims process has declined by a significant 57 points in the Mid-Atlantic region, which was devastated by major storm events. In that region, satisfaction with the appraisal process declines by 71 points, and satisfaction with the settlement process declines by 76 points," said Bowler.