NJM Insurance Group has earned the J.D. Power Auto Claims Certification for the ninth consecutive year, the company announced Wednesday morning.
The designation recognizes NJM for delivering an outstanding auto-claims experience for personal-lines customers. Eligibility requires a rigorous independent audit of the claims process, including a survey of recent claimants and an evaluation of an insurer’s performance across all key areas of the claims journey.
NJM satisfied 66 of 68 evaluation metrics in this year’s audit — a 97% success rate, well above the program’s 80% minimum threshold.
“At NJM, we understand that a claim is when our policyholders are looking for guidance and support,” CEO Carol Voorhees said. “Being recognized by J.D. Power with the Auto Claims Certification for a ninth consecutive year reflects our ongoing commitment to delivering the exceptional service and reliability our customers expect from us.”
NJM has a longer history with the certification than any other insurer.
When J.D. Power launched the Insurance Claims Certification Program in September 2018, NJM was the first company in the country to earn the designation, which required brands to perform in the top 80th percentile of J.D. Power’s Claims Satisfaction Index benchmark — then covering 52 insurers. NJM has been recertified every year since.
The company has continued to refine its claims experience since first earning the certification. Over the past year, NJM enhanced several aspects of its online claims process, including easier photo and document uploads, streamlined glass-only claims, and clearer filing guidance throughout the process.
The certification often accompanies other J.D. Power recognition. In 2021, NJM ranked No. 1 in the Mid-Atlantic region in J.D. Power’s Auto Insurance Satisfaction Study, scoring 25 points above the regional average.
Founded in 1913, NJM is one of the Mid-Atlantic’s leading property-and-casualty insurers. Operating in a mutual fashion for the benefit of its policyholders, the company is consistently recognized for customer service, claims handling and overall satisfaction.
In addition to New Jersey, NJM’s personal-lines products are available directly to consumers in Connecticut, Maryland, Ohio and Pennsylvania — and its business-insurance products are offered through independent agents in Connecticut, Delaware, Maryland, New York and Pennsylvania.
J.D. Power provides data, analytics and intelligence to help businesses improve customer experience and operational performance, using proprietary consumer-interaction data, automotive datasets, advanced analytics and artificial intelligence.
