Amica again leads home insurance satisfaction study

By Barbara Marquand, Insure.com - Last updated: Sept. 1, 2011

Customers are happier with their home insurance companies this year than in 2010, according to a new study by J.D. Power and Associates.

Satisfaction with home insurance companies overall averages 769 on a 1,000-point scale, up 19 points from last year,

[Let Insure.com help you find affordable home insurance now.]

Amica Insurance came out on top for the 10th consecutive year with a score of 831. Auto-Owners Insurance and Erie Insurance tied for second place, each scoring 806, followed by Cincinnati Insurance at 791 and State Farm at 788. Other companies scoring above average were American Family, 783; Automobile Club Group, 773; and the California State Automobile Association, 770.

Now in its 11th year, the 2011 U.S. National Home Insurance Study creates a snapshot of the industry and ranks home insurance companies according to customer satisfaction. The study examines customer attitudes about policy offerings, price, billing and payment, interaction with home insurers, and claims.

A variety of coverage factors impact satisfaction. About 16 percent of homeowners say they carry less coverage than would be required to fully rebuild their home in the event of a total loss. Satisfaction among these customers averages 739, more than 40 points lower than among policyholders who say they have sufficient coverage.

Curiously, customers with flood insurance are less satisfied with their home insurance companies than those who don't have flood coverage.

Home insurance claims improve satisfaction

One experience that improves satisfaction with home insurance companies is filing a claim. Average satisfaction of customers who made a claim is 784, versus 762 among those who had not made a claim.

"The claims experience forces a customer to face for the first time the value of the home insurance they bought," says Jeremy Bowler, senior director of J.D. Power and Associates' insurance practice.

Despite this year’s overall gain in home insurance customer satisfaction, the level doesn’t match satisfaction with car insurance companies, which J.D. Power and Associates measured in another study released in June. Satisfaction with both types of insurance was about equal several years ago, Bowler says.

Since then, car insurers have introduced sophisticated insurance features, such as discounts for good driving habits, cell phone applications and online quote comparison tools. Insurance companies have been less innovative on the home insurance side.

"Even among the big names, less than half of their customers realize they can go to a website, log in and pull up their home insurance policy information," Bowler says.

More from Barbara Marquand here

Get quick and easy home insurance quotes