J.D. Power says satisfaction with Canadian auto insurance companies has declined mainly due to rising consumer expectations

Mario ToneguzziCustomers in Alberta have the lowest level of customer satisfaction according to a study of Canadian auto insurance companies.

The J.D. Power 2018 Canadian Auto Insurance Satisfaction Study, released on Monday, says customer satisfaction with Canadian auto insurance companies has declined during the past year, mainly due to rising consumer expectations and a lack of proper communication on rate action.

The study says consumers are setting a high bar for auto insurers and expectations that have been “irrevocably” influenced by digital service providers who have ushered in an era in which success requires providing products and services to consumers that are relevant, personalized, easy and timely.

“Auto insurance customers’ expectations are increasingly being shaped by experiences outside the industry,” said Tom Super, director of the Insurance Practice at J.D. Power. “Customers have come to expect interactions with a brand to be easy, provided in real time and relevant to them – whether speaking with a representative in a call centre, navigating the company’s website or visiting a local agent’s office.”

Respected business writer Mario Toneguzzi is a veteran Calgary-based journalist who worked for 35 years for the Calgary Herald in various capacities, including 12 years as a senior business writer.


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