While many motorists shopping for car insurance tend to focus on their monthly premiums, price is only part of the equation. Insurance remains a service business, and the manner in which a company interacts with and treats its customers – whether in person or online – is paramount to retaining their business.
The Hartford was recently cited as delivering the most satisfying auto insurance shopping experience among all carriers, getting a perfect five-circle overall rating in the 2012 U.S. Insurance Shopping Survey conducted by J.D. Power and Associates. Other auto insurance companies rated highly for overall customer satisfaction included Liberty Mutual, American Family, Auto Club Group, Nationwide, Amica Mutual, State Farm, Erie Insurance and MetLife, all of which received four-circle scores.
Specifically, the Hartford garnered top marks among consumers for its policy offerings, pricing and call-center representatives. USAA got similar marks but was not included in the rankings because its coverage is available only to U.S. military personnel and their families.
Among specific categories surveyed, American Family got the highest ratings for its local agents, while Progressive, Esurance and Nationwide were cited for their online shopping venues.
The study, fielded this past January and February, is based on responses from over 16,100 shoppers who requested an auto insurance price quote from at least one competitive insurer in the past 12 months and includes more than 50,000 unique insurer evaluations.
Below is the full list of auto insurer customer service rankings; more detailed ratings can be found on the J.D. Power consumer website.
J.D. Power Customer Satisfaction Rankings
1. The Hartford
2. Liberty Mutual
3. American Family
4. Auto Club Group
6. Amica Mutual
7. State Farm
8. Erie Insurance
10. Auto-Owners Insurance
13. Auto Club Group of So. California
15. 21st Century
22. AAA NCNU Insurance Exchange