The Hartford has announced that it ranked No. 1 in customer satisfaction with the auto insurance claims experience in the J.D. Power 2021 U.S. Auto Claims Satisfaction StudySM. The study measures performance throughout the entire claims experience, from first notice of loss through the repair and delivery of a vehicle or settlement of a total loss.
“It is an honor to be recognized by J.D. Power for our best-in-class claims practices,” said Mary Nasenbenny, chief claims officer at The Hartford. “We are relentlessly focused on customer experience and this achievement is a testament to the superior service our teammates provide every day to help our customers prevail when the unexpected happens.”
The Hartford achieved an overall satisfaction score of 905 out of 1,000, 25 points above the industry average. In addition to earning the highest rating overall, the company is No. 1 in three of the six study factors – first notice of loss, claim servicing and settlement.
The 2021 U.S. Auto Claims Study was based on responses from 7,345 consumers who settled a claim within the past six months prior to taking the survey. The study, which was fielded November 2020 through September 2021, measures customer experiences with their auto claims in the areas of claims servicing, estimation process, first notice of loss, rental experience, repair process and settlement.
As the fifth largest direct writer of personal auto and home products1, The Harford is a recognized leader in the 50-plus market with long-standing expertise. To better serve the mature market, the company’s Center for Mature Market Excellence is staffed with gerontologists who apply their knowledge of aging to the company’s products and services, as well as public education programs about safety, mobility and independence.
Source: The Hartford
