TROY, Mich.–(BUSINESS WIRE)–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 StudySM released today, that lack of proactive support and personalized attention has put a strain on customer satisfaction, causing scores to fall significantly for a secon