Auto insurers used the decline in auto damage claims during the COVID-19 pandemic as an opportunity to refine their claims processes, and customers have noticed.According to the , the customer services improvements have led to  record-high  customer satisfaction.These improvements include ensuring that representatives are always immediately available; completing work when promised; and providing multiple services at first notice of loss.

“It is extremely rewarding to see the insurance industry’s exceptional work being recognized by its most important critic: the American consumer,” said Sean Kevelighan, CEO, Triple-I.  “During the pandemic, the nation’s auto insurers have worked non-stop to provide relief and economic security to policyholders who had to file a claim.  This is in keeping with their role as society’s financial first responders,” he said in a Triple-I news release.Key findings of the J.D.Power study include: “The sharp decline in claims volume during the pandemic has served as a test case for the industry in how to make improvements in service delivery that translates directly to increased satisfaction and increased intent to renew,” said Tom Super, head of property and casualty insurance intelligence at J.D.

Power.“This is important because it demonstrates that efforts to improve claimant service delivery translates directly to improved business outcomes.The challenge now, of course, will be maintaining that high level of service as claims volumes start to normalize.” Given the reduced mileage on U.S.

roadways this year, U.S.auto insurers are also returning over $14 billion to their customers nationwide in response to reduced driving during the pandemic, according to a