Insurance Quotes

Get quick and easy insurance quotes

Currently insured?:
Yes No

Press release: USAA, American General and Kaiser Permanente Receive Top Insurance Customer Satisfaction Scores

February 25, 2013 (Foster City, CA) – USAA, American General and Kaiser Permanente earned the highest scores from customers in their respective categories in Insure.com’s annual customer satisfaction study.

Insure.com surveyed more than 5,600 insurance customers nationwide and asked them to rate their satisfaction with their insurance companies. Twenty large companies in four categories (auto, home, health and life insurers) were rated, and the top three earned Insure.com’s annual “People’s Choice Award.” (See the full rankings below.)

Insurance companies were scored on five measurements:

  • Customer service
  • Claims satisfaction
  • Value for price paid
  • Percent who plan to renew
  • Percent who would recommend the company

       (Life insurance scores did not include claims or renewal questions.)

Insure.com’s customer satisfaction tool contains all the scores and rankings, plus customer comments, A.M. Best financial strength ratings and information on special coverage options available from auto insurers, such as accident forgiveness and usage-based insurance.

“What we’re seeing is that the top scorers do well across the board. Their customers are happy with both price and customer service,” said Amy Danise, editorial director of Insure.com. “They have fans, not just customers.”

Most people are “completely” or “somewhat” satisfied with the customer service from their insurance companies. However, this year life insurers dropped below health insurers in customer satisfaction levels.

Here are percentages of customers saying they are “completely” or “somewhat” satisfied with their insurers’ customer service:

  • Auto insurance customers: 80 percent (2012 results: 80 percent).
  • Home insurance customers: 76 percent (2012 results: 73 percent).
  • Life insurance customers:  67 percent (2012 results: 63 percent).
  • Health insurance customers: 71 percent (2012 results: 61 percent).

“When we asked people who gave low ratings what their reason was, most often they said they couldn’t get an answer to a question or there was no follow-up to a problem,” said Danise.

The auto insurance price shopper

Price was cited by 42 percent survey respondents as the most important factor in auto insurance-buying decisions; 21 percent think customer service is the most important factor. Satisfaction with claims came in as third most important, with 15 percent. Knowing how many customers would recommend the company or how many would renew their policies were each chosen as most important by 11 percent.

“Smiles and kind words won’t get an insurer to the top of the rankings. Their customers also have to feel they’re getting a good value for their money,” said Danise.

Among customers who say they won’t be renewing their auto or home insurance policies, price was the No. 1 reason.

Among people who say they won’t renew with their current car insurance company:

  • 62 percent think their price is too high.
  • 12 percent think other companies are better.
  • 10 percent cite poor customer service.
  • 9 percent have “other” reasons.
  • 8 percent point to dissatisfaction with claims.

Don’t bother reading the insurance policy

Reading one’s auto insurance policy doesn’t necessarily lead to greater satisfaction.

Among consumers who made car insurance claims in the last three years and say they haven’t read any of their auto policy, 61 percent were nonetheless “completely satisfied” with the claims process. That’s not too far apart from policyholders who made claims and also say they’ve read all of their auto policy – 69 percent were “completely satisfied” with their claims.

“Conventional wisdom suggests that being acquainted with the terms of your policy will help you avoid nasty surprises if you have a claim,” said Danise. “But actual data do not support this theory. People who haven’t read a single word of their policies are almost as happy with their claims as those who spent time reading their policies.”

The ideal insurance agent

When consumers were asked who they would prefer to have as an insurance agent from a list of celebrities, Oprah Winfrey trumped the Donald:

  • Oprah Winfrey: 33 percent.
  • Donald Trump: 31 percent.
  • Barbara Walters: 17 percent.
  • Al Roker: 15 percent.
  • Kim Kardashian: 5 percent.

“If Oprah’s TV career ever fizzles she could definitely make a go of it as an insurance agent,” remarked Danise. “Oprah listens.”

See the full article and customer satisfaction ratings at http://www.insure.com/best-insurance-companies.html.

The rankings

Auto insurance rankings

Rank

Company

Score (out of 100)

1

USAA

96.0

2

Erie Insurance

91.7

3

Auto-Owners Insurance

88.1

4

MetLife

86.4

5

Country Insurance

85.9

6

American Family

85.1

7

Nationwide

83.8

8

AAA

82.5

9

State Farm

82.3

10

Allstate

81.6

11

GEICO

81.4

12

GMAC Insurance

81.4

13

Mercury General

80.3

14

The Hartford

80.2

15

Progressive

79.8

16

Farmers

79.3

17

Esurance

78.6

18

Liberty Mutual

77.9

19

21st Century

75.7

20

Travelers

73.6

Home insurance rankings

Rank

Company

Score (out of 100)

1

USAA

96.0

2

Amica Mutual

90.4

3

Country Insurance

90.2

4

Auto-Owners Insurance

87.9

5

Erie Insurance

87.1

6

American Family

85.8

7

State Farm

84.8

8

Allstate

84.7

9

Chubb

84.4

10

MetLife

83.4

11

Fireman's Fund

83.1

12

The Hanover Insurance

83.0

13

Farmers

82.0

14

AAA

81.7

15

Nationwidee

81.0

16

Liberty Mutual

79.6

17

The Hartford

77.9

18

Travelers

77.5

19

Universal Property & Casualty

75.6

20

Citizens Property Insurance

72.9

Health insurance rankings

Rank

Company

Score (out of 100)

1

Kaiser Permanente

83.6

2

BCBS of Illinois

83.3

3

Humana

83.1

4

Health Net

81.2

5

BCBS of Florida

81.0

6

BCBS of Michigan

80.9

7

Horizon BCBS of New Jersey

80.8

8

Assurant

79.8

9

BCBS of Massachusetts

79.8

10

Anthem BCBS

79.8

11

Regence BCBS

79.6

12

Aetna

79.6

13

Highmark BCBS

79.3

14

CareFirst BCBS

79.2

15

Independence BCBS

78.8

16

Blue Shield of California

78.4

17

BCBS of North Carolina

77.5

18

UnitedHealthcare

77.2

19

Cigna

76.0

20

Coventry Health Care

75.3

Life insurance rankings

Rank

Company

Score (out of 100)

1

American General

83.2

2

Jackson National

80.6

3

Allstate

80.5

4

Northwestern Mutual

78.7

5

ING

78.4

6

New York Life

77.6

7

Prudential Financial

76.5

8

Transamerica

76.3

9

AXA Equitable

76.2

10

MetLife

76.0

11

Aviva

75.5

12

Hartford Life

75.4

13

Massachusetts Mutual

74.5

14

Great-West Life

73.5

15

Ameriprise Financial

73.2

16

Pacific Life

72.2

17

Principal

71.5

18

TIAA-CREF

70.8

19

John Hancock

70.0

20

Lincoln National

68.2

Methodology

Insure.com conducted surveys of more than 5,600 insurance customers nationwide between September and November 2012 for customer satisfaction ratings and reviews. The survey was not open to the general public on the Insure.com website. We collected ratings for auto, home, health and life insurance carriers. Consumers answered questions about their levels of satisfaction with their insurers, and each answer was assigned a point value.

A.M. Best ratings and written customer comments were not included in the scores.

We collected data for 20 large companies by market share in each category, so not all companies are represented in the study. The companies for which we collected data were then ranked. The top three companies in each category earned Insure.com’s “People’s Choice Award.”

About Insure.com

Insure.com is a comprehensive resource of consumer insurance information and data. The website features articles, news and tools on auto, home, health and life insurance topics; life insurance quotes; and car insurance comparison tools. Consumers have access to free car insurance quotes and guidance on finding the right insurance policy, saving money and solving claims problems. Insure.com is owned and operated by QuinStreet, Inc. (NASDAQ: QNST), one of the largest Internet marketing and media companies in the world. QuinStreet is committed to providing consumers and businesses with the information they need to research, find and select the products, services and brands that best meet their needs. The company is a leader in visitor-friendly marketing practices. For more information, please visit QuinStreet.com.

Twitter: @InsureCom

Press contact:

Amy Danise

860-386-6446

adanise (at) insure.com

Ready to get a quote?

Get quick and easy insurance quotes

Insure.com Redesign Survey