What is the secret to an insurance claims experience that satisfies customers?
For years, J.D. Power has conducted surveys and curated lists recognizing insurers that succeed at providing satisfactory claims experiences. Carrier Management recently asked claims leaders at two of the consistently higher-performing insurers to peel back the curtain and share what they’ve found works.
Training Center, Task Forces Bolster Erie’s Commitment to Service
At Erie Insurance, Cody Cook brings an actuarial background to his work in claims. Cook is the insurer’s senior vice president of claims—a role he began in 2020 after experience as an actuary led him to a decade-long leadership role in personal lines.
Erie works with 14,000 independent agents at about 2,300 agencies across 12 states and Washington, D.C. This year, the company hit 7 million policies in force. The insurer consistently ranks highly on both the J.D. Power property and auto insurance claims satisfaction studies. The company notched the third highest score on the property claims list in 2024, for example, and second on the auto list in 2023. (The 2024 auto numbers had not been published as of press time.)
Cook believes Erie has built its reputation as a company with a successful claims experience is tied to “how much Erie Insurance prioritizes it—and prioritizes it much beyond just the claims division.” This includes partnering with service-minded independent agents and creating coverage for policyholders.
Erie searches for employees who share the company’s commitment to service first, knowing the insurer can train for the technical aspects of claims handling.
“We really look for people that are good at service,” Cook explained. “Sometimes not even in the insurance application, but often times, we interact with service-minded people throughout their interactions outside of the company, and we’ll recruit those kinds of people, and we attract those kinds of people.”
He also pointed to his company’s investment in development. Erie has a 52,000-square-foot technical learning center used to teach employees both the technical aspects of claims handling as well as “the expectation that we have, the empathy that we expect” and the culture that Erie fosters.
At Amica, Transparency Is Key
Amica Mutual Insurance ranked highest in overall auto claims customer satisfaction in J.D. Power’s studies in both 2022 and 2023. The Lincoln, R.I.-based insurer also notched first place in J.D. Power’s 2024 property claims study.
In typed responses to emailed questions, company leadership said that Amica provides “a claims experience that’s both efficient and empathetic, helping customers feel supported during a stressful time,” adding that representatives provide 24/7 claims support.
“Labor and material shortages for home and auto repairs have resulted in longer claim cycle times, which impacts when customers are made whole again,” said Karen Chiappinelli, assistant vice president, claims executive department, Amica. “We find that being transparent about this up front with our customers—and clearly communicating expectations—builds trust and reduces anxiety.”
Topics Claims Leadership