The top three auto insurers based on claims satisfaction are Auto Club of Southern California Insurance Group, Auto-Owners Insurance and The Hartford, according to recent analysis by J.D. Power and Associates.
The complete list by ranking (based on a 1,000-point scale) includes:
—Auto Club of Southern California Insurance Group at 889
—Auto-Owners Insurance at 874
—The Hartford at 873
—Erie Insurance at 872
—Amica Mutual at 871
—Travelers at 871
—State Farm at 870
—American Family at 867
—The Hanover at 862
—Industry average is 855
—Safeco at 850
—Allstate at 849
—Mercury at 848
—Geico at 846
—Automobile Club Group at 844
—Liberty Mutual at 843
—NCNU Insurance Exchange at 841
—Progressive at 841
—MetLife at 840
—MAPFRE-Commerce Insurance at 829
—Farmers at 827
—21st Century at 820
—Esurance at 818
The study also found that USAA came in at 914, but it is only open to U.S. military personnel and families. And New Jersey Manufacturers Insurance Co. came in at 895, but it is only open to New Jersey Business & Industry Association Members.
J.D. Power found that overall satisfaction with claims’ settlement has improved by three points on a 1,000-point scale, compared with 2012, while satisfaction with first notice of loss improved by four points.
Moreover, overall satisfaction for 13 of the 25 insurance companies reviewed has grown, according to the company.
“While personal auto insurance is a relatively low-touch category, claims handling is an area where insurers can make a big impact on customer satisfaction in a relatively short period of time,” explains Jeremy Bowler, senior director of the global insurance practice at J.D. Power.
“Satisfaction for Auto Club of Southern California Insurance Group and others that have developed a customer-centric focus on the claims process has significantly improved during the past couple of years,” he adds.
When auto glass damage was a part of other vehicle damage included in a claim it was analyzed. However, glass-only damage claims were not analyzed, according to John Tews, director of media relations for J.D. Power.