Small Business Insurance Customers Feeling Neglected by Insurers, J.D. Power Finds | National

TROY, Mich.–(BUSINESS WIRE)–Aug 24, 2021–

The U.S. insurance industry doled out tens of billions of dollars in refunds to customers during the COVID-19 pandemic but, since coverage was not affected, there was no such relief to be had for small business insurance customers. According to the J.D. Power 2021 U.S. Small Commercial Insurance Study℠ released today, that lack of proactive support and personalized attention has put a strain on customer satisfaction, causing scores to fall significantly for a second consecutive year.

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J.D. Power 2021 U.S. Small Commercial Insurance Study (Graphic: Business Wire)

“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

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