Although the first notice of loss (the first phone call a customer makes to their insurance provider after they have been in a vehicle accident or experienced damage to their car) sets the tone for the rest of the claims process, settlement remains the most important factor.
Conversely, satisfaction with the appraisal process (when the vehicle's damages are assessed by a representative of the insurer) is lower than for any other factor in the study.
“Insurance is a product people buy because they have to, but hope they never need to use, said Jeremy Bowler, senior director of the insurance practice at J.D. Power. “They really see the value of their investment if they need to file a claim. If the appraisal of damages comes in lower than what they expect, they are naturally going to be disappointed.”
On a scale of 1,000 points, here are the satisfaction rates by province:
- Quebec: 840
- Ontario: 800
- Alberta: 770
- British Columbia: 767
- Saskatchewan: 760
- Manitoba: 753