Great to see this. I appreciate that its a) USA only and b) a relatively small sample and c) we don't get the breakdown on claim severity (escape of water etc) , but good to see this increase. A mix between physical and digital here is key, as well as removing unnecessary friction.
However you look at it, table stakes have been raised for a while now, and will only continue to go one way as customer expect more and insurers get better at interaction.
According to J.D. Power 2020 U.S. Property Claims Satisfaction Study, homeowners’ satisfaction with property claims has reached a high as insurers focus on relationship management.