![](\"https:\/\/www.insurancejournal.com\/app\/uploads\/2024\/12\/success-1-580x387.jpg\")
<\/p>\nWhat is the secret to an insurance claims experience that satisfies customers?<\/p>\n
For years, J.D. Power has conducted surveys and curated lists recognizing insurers that succeed at providing satisfactory claims experiences. Carrier Management<\/em> recently asked claims leaders at two of the consistently higher-performing insurers to peel back the curtain and share what they\u2019ve found works.<\/p>\n Training Center, Task Forces Bolster Erie\u2019s Commitment to Service<\/strong><\/p>\n At Erie Insurance, Cody Cook brings an actuarial background to his work in claims. Cook is the insurer\u2019s senior vice president of claims\u2014a role he began in 2020 after experience as an actuary led him to a decade-long leadership role in personal lines.<\/p>\n 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.)<\/p>\n Cook believes Erie has built its reputation as a company with a successful claims experience is tied to \u201chow much Erie Insurance prioritizes it\u2014and prioritizes it much beyond just the claims division.\u201d This includes partnering with service-minded independent agents and creating coverage for policyholders.<\/p>\n Erie searches for employees who share the company\u2019s commitment to service first, knowing the insurer can train for the technical aspects of claims handling.<\/p>\n \u201cWe really look for people that are good at service,\u201d Cook explained. \u201cSometimes not even in the insurance application, but often times, we interact with service-minded people throughout their interactions outside of the company, and we\u2019ll recruit those kinds of people, and we attract those kinds of people.\u201d<\/p>\n He also pointed to his company\u2019s 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 \u201cthe expectation that we have, the empathy that we expect\u201d and the culture that Erie fosters.<\/p>\n At Amica, Transparency Is Key<\/strong><\/p>\n Amica Mutual Insurance ranked highest in overall auto claims customer satisfaction in J.D. Power\u2019s studies in both 2022 and 2023. The Lincoln, R.I.-based insurer also notched first place in J.D. Power\u2019s 2024 property claims study.<\/p>\n In typed responses to emailed questions, company leadership said that Amica provides \u201ca claims experience that\u2019s both efficient and empathetic, helping customers feel supported during a stressful time,\u201d adding that representatives provide 24\/7 claims support.<\/p>\n \u201cLabor and material shortages for home and auto repairs have resulted in longer claim cycle times, which impacts when customers are made whole again,\u201d said Karen Chiappinelli, assistant vice president, claims executive department, Amica. \u201cWe find that being transparent about this up front with our customers\u2014and clearly communicating expectations\u2014builds trust and reduces anxiety.\u201d<\/p>\n Topics<\/span> Claims<\/a> Leadership<\/a> <\/p>\n<\/p><\/div>\n Was this article valuable?<\/p>\n<\/p><\/div>\n![](\"https:\/\/www.carriermanagement.com\/assets\/tlc_for_allen_CM1-620x391.jpg\")