Workers’ compensation ranks lowest for claims, billing and payment satisfaction among large US commercial insurance clients, according to a new survey.

“Claims frequency influences overall customer satisfaction levels,” the report from the Risk and Insurance Management Society and market researcher JD Power says.

“As the frequency of claims increases, customer satisfaction decreases.”

Among workers’ compensation clients, 94% have filed at least one claim with their commercial insurer in the past year.

The report measures satisfaction with workers’ compensation, commercial property and motor insurance carriers, plus brokers.

Satisfaction ratings are highest for brokers, followed by property insurers, motor, and workers’ compensation.

Billing and payment satisfaction is highest for property insurers.

Ace, Arthur J Gallagher, FM Global and The Hartford perform “particularly well” among the commercial insurers and brokers profiled.

Price and personal interaction are leading drivers of satisfaction with insurers.

The report says enterprise risk management (ERM) is an increasingly prevalent function among companies, but it is underserved by insurers and brokers.

“There is an opportunity for insurers and brokers to provide greater support and resources to customers in organisations that use ERM practices,” JD Power Commercial Insurance Practice Leader Timothy Bebout said,

The study questioned nearly 1000 risk professionals at companies with at least $100 million in annual revenue.