NJM Insurance Group has been certified by J.D. Power for providing “An Outstanding Auto Claims Experience” for personal lines customers for a seven consecutive year – the only insurance company to receive it each year since the certification’s creation.
It’s not an easy thing to do.
Eligibility for the J.D. Power Auto Claims Certification Program involves a rigorous independent audit of the claims process, including a survey of recent auto insurance claimants and an evaluation of an insurer’s performance across key operational best practices throughout impactful areas of the claims process.
The operational assessment and audit resulted in NJM satisfying 66 out of 67 evaluation metrics — a 99% success rate, which is well above the minimum requirement of 80% for the J.D. Power Program.
NJM CEO Mitch Livingston obviously was thrilled.
“Earning the J.D. Power auto claims certification for the seventh year in a row demonstrates NJM’s dedication to excellence in serving our policyholders,” he said. “Our commitment to exceptional service and support remains at the heart of everything we do.”
NJM has continuously worked to improve its claims experience since it first qualified for the Claims Certification Program in 2018. In the past year, the Company launched an online platform to streamline glass-only claims and enhanced its online reporting system for auto claims.
Earlier this year, NJM ranked second in the Mid-Atlantic Region in the J.D. Power 2024 U.S. Auto Insurance Study with a score of 711 out of a possible 1,000. The study measured customers’ satisfaction with their auto insurance based on (in order of importance): level of trust; price for coverage; people; ease of doing business; product/coverage offerings; problem resolution; and digital channels.
In addition, NJM is rated Excellent on Trustpilot, with over 12,000 five-star reviews and a TrustScore of 4.7/5 as of September 2024. NJM’s Trustpilot rating is based entirely on customer feedback and is further evidence of the Company’s commitment to claims satisfaction.
