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Study: Customers who filed home insurance claims are happiest at Amica
By Insure.com staff

Amica Mutual Insurance Co. is No. 1 for customer satisfaction among homeowners who recently filed property claims, according to the J.D. Power 2014 Property Claims Satisfaction Study.

Amica scored 898 on a 1,000-point scale, followed by Erie Insurance at 877 and Nationwide at 858.

On average, home insurers scored 840, up from 836 in the 2013 study. This year's study examines satisfaction among customers who filed home insurance claims between April 2012 and January of this year.

Other home insurance companies that scored above average:

  • Auto-Owners, 854 points
  • Farmers, 845 points
  • Liberty Mutual, 845 points
  • The Hartford, 844 points
  • Safeco, 842 points
  • MetLife, 840 points

USAA, with 905 points, scored higher than any company, but J.D. Power did not include it in the rankings because the company serves only U.S. military personnel and their families.

Major home insurers that scored below average include:

  • Allstate and State Farm, each with 836 points
  • Chubb, 834 points
  • Travelers, 830 points
  • CSAA Insurance Group, 817 points
  • Auto Club of Southern California Insurance Group, 816 points
  • American Family, 813 points
  • Automobile Club Group, 776 points

The industry is still feeling the effects of Superstorm Sandy, which hit the Northeast 16 months ago. Satisfaction among customers who filed Sandy-related claims averaged just 830, down from 846 among Sandy-related claimants surveyed shortly after the storm.

The new study shows that insurers are doing a better job of communicating with customers. Compared to the 2013 study, the newest findings show that customers who filed a non-catastrophic claim in the past year more often received thorough explanations of their coverage when first reporting their losses; were more promptly notified of what damages were covered; and received their settlements nearly four days faster.
"Starting at the time of first notice of loss, it is crucial for insurers to keep claimants informed of their claim, the estimate of damages, the settlement amount, when work will begin and when it will be completed," Jeremy Bowler, senior director of J.D. Power's insurance practice, said in a press statement. "When major storms hit and insurers have to rely on third parties to assist in managing the large number of claims, service levels often deteriorate fast as each insurer has their own processes and approval requirements. This can sometimes lead to significantly extended claim cycle times."
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