Ask the Home Insurance Expert
What home insurance company has the best customer service?
Customer satisfaction depends on many things. Many state insurance departments, which regulate the industry, track and publish annual consumer complaint ratios, which reveal the number of complaints against particular insurers relative to the number of policies sold in the states. Find links to state insurance information on Insure.com.
J.D. Power and Associates also releases annual rankings of home insurance customer satisfaction. The most recent report from the company ranks Amica at the top for the ninth consecutive year. On a 1,000-point scale, Amica, headquartered in Lincoln, R.I., scored 849 on a 1,000-point scale.
Others in the top 10, in order of rank, are Auto-Owners Insurance, Erie Insurance, Cincinnati Insurance, Alfa Insurance, Automobile Club of Southern California, American Family, Shelter, American National Property & Casualty and State Farm.
This year's ranking by J.D. Power and Associates, which was based on a survey of almost 13,000 home insurance customers, revealed customer satisfaction at a five-year low, with overall satisfaction with home insurance companies averaging 750 on a 1,000-point scale, down 23 points from last year.
The drop in satisfaction could have more to do with consumer misconceptions about home insurance than actual company service. With home values plummeting, many homeowners assume their premiums should go down proportionately. But home insurance rates are based on the cost to rebuild homes and replace contents in case of a disaster -- not on market prices of homes.
For more detail, see home insurance customers satisfaction declines along with property values.