2017 Claims Satisfaction Survey Report

December 2017

Excellent service in terms of claims handling is crucial for the reputation of insurers. It is, after all, how they prove their mettle. The management of a claim can make or break an insurer as it cements policy renewal and influences future business. The 2017 Advisen Claims Satisfaction Survey Report details how the industry is handling claims and identifies the carriers and TPAs that provide the highest quality claims services based upon a variety of claims handling best practices.

The report is based on a survey of risk managers & insurance buyers and brokers conducted in 2017.

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Table of Contents

  • Introduction
  • Survey highlights
  • Property claims:
    • Claims handling criteria – property
    • Claims handling satisfaction – property
    • Insurer/TPA rankings in property claims handling
  • Primary casualty claims (Auto Liability, GL, WC)
    • Claims handling criteria – primary casualty
    • Claims handling satisfaction – primary casualty
    • Insurer/TPA rankings in primary casualty claims handling
  • Management and professional liability claims:
    • Claims handling criteria – Management & Professional Liability
    • Claims handling satisfaction – Management & Professional Liability
    • Insurer/TPA rankings in Management & Professional Liability claims handling
  • Cyber claims:
    • Claims criteria
    • Claims handling satisfaction
    • Insurer/TPA rankings in cyber claim handling
  • About the survey and its respondents
  • Appendix:
    • Buyer/Broker carrier ranking comparisons