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October 4, 2021
What happened to the personalized service that small business insurers used to be famous for? Has the current state of affairs and surplus of busy work put distance between policy and client? Some seem to argue so.
A recent J.D. Power 2021 U.S. Small Commercial Insurance Study cited some interesting results. The study finds that lack of proactive support and personalized attention has hurt customer satisfaction, causing these scores to drop significantly for two years in a row.
“We see a real pattern of small business insurers missing the mark on soft skills, such as interaction with agents…”
“We see a real pattern of small business insurers missing the mark on soft skills, such as interaction with agents and proactive outreach—both being areas in which commercial insurers have historically thrived,” said Robert M. Lajdziak, Senior Consultant of Insurance Intelligence at J.D. Power. “There’s also a trend in which small commercial customers spend three times more effort interacting with their carrier on the website, on the phone or with agents…” he added.
For more information about the J.D. Power U.S. Small Commercial Insurance Study, visit
https://www.jdpower.com/business/insurance/us-small-commercial-insurance-satisfaction-study