USAA scored top marks in the 2019 J.D. Power Property Claims Satisfaction Study, released this week. USAA received a score of 901 – the same as Amica Mutual, which ranked No. 1 in the study. Because USAA’s membership is limited to military members and their families, USAA is not eligible to be officially ranked.
“This is a true testament to delivering outstanding service to our members every day – even during a record-breaking catastrophe year,” said Wayne Peacock, president of USAA Property & Casualty Insurance Group.
The U.S. Property Claims Satisfaction Study measures satisfaction with the property claims experience among insurance customers who have filed a claim for damages by examining five factors (listed in order of importance): settlement, claim servicing, first notice of loss, estimation process and repair process. The 2019 study is based on responses from 6,374 homeowners insurance customers and was conducted between April and November 2018.
“Overall customer satisfaction remains high, and the leading providers continue to outperform their peers by a comfortable margin,” said David Pieffer, Property & Casualty Lead for J.D. Power Insurance Intelligence. “However, there also are obvious areas for improvement where insurers could do a better job of managing customer expectations. As the industry keeps shifting toward more personalized, usage-based and on-demand insurance options, the ability to communicate effectively and make claimants feel at ease along the way will be a key differentiator for top-performing insurers.”
The USAA family of companies provides insurance, banking, investments, retirement products and advice to over 12 million current and former members of the U.S. military and their families. Known for its legendary commitment to its members, USAA is consistently recognized for outstanding service, employee well-being and financial strength. USAA membership is open to all who are serving our nation in the U.S. military or have received a discharge type of Honorable – and their eligible family members. Founded in 1922, USAA is headquartered in San Antonio. For more information about USAA, follow us on Facebook or Twitter (@USAA), or visit usaa.com.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services, and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, South America, Asia Pacific and Europe.
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