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New National Study Released on Customer Satisfaction Ratings for Insurance Companies
January 11, 2012 (Foster City, CA) – A new national study of satisfaction ratings conducted by Insure.com provides a comprehensive view of how consumers feel about the largest auto, home, health and life insurance companies in the U.S.
In addition to the survey results, Insure.com has released a Best Insurance Companies tool which allows consumers to see how their insurer measures up against the competition when it comes to customer satisfaction. The tool breaks out five measurements of satisfaction:
- Customer service
- Claims experience
- Value for the price paid
- Percent who plan to renew their policies
- Percent who would recommend their companies
“This is the most in-depth resource available for insurance customer satisfaction scores,” said Amy Danise, Insure.com’s Editorial Director. “Our analysis lets consumers gain valuable insight into how the major companies are performing on five important levels of customer satisfaction.”
Insure.com also awarded its “People’s Choice Award” to the three highest-scoring insurers in each line of business included in its study. (Click the headers below to see the full rankings for each category.)
- USAA
- Auto-Owners Insurance
- The Hartford
- USAA
- Amica Mutual
- Chubb
- Ameriprise Financial
- TIAA-CREF
- Transamerica
Best health insurance companies
- Blue Cross Blue Shield of Illinois
- Horizon Blue Cross Blue Shield of New Jersey
- Kaiser Permanente
Insure.com’s analysis of the customer ratings revealed that insurance consumers are generally satisfied with their companies:
- Most consumers are “completely” or “somewhat” satisfied with their auto insurers’ customer service.
- 73 percent are satisfied with home insurance customer service.
- 63 percent are satisfied with their life insurers’ customer service.
- 61 percent are satisfied with their health insurance customer service.
- 70 percent say they have recommended or would recommend their auto insurance company. In other categories, people who have recommended or would recommend their insurers totaled 67 percent for home insurance, 58 percent for health insurance and 50 percent for health insurance.
For complete details and to use Insure.com’s Best Insurance Companies tool to explore customer satisfaction ratings, visit http://www.insure.com/best-insurance-companies.html.
The rankings
| Rank | Insurance company | Overall score** | Overall stars (1-5) |
Customer service stars (1-5) |
% who will renew |
| Auto insurance companies | |||||
| 1 | USAA* | 98.00 | 5 | 5 | 98 |
| 2 | Auto-Owners Insurance* | 85.82 | 4.5 | 4 | 96 |
| 3 | Hartford Financial Services* | 83.31 | 4 | 4.5 | 91 |
| 4 | State Farm | 80.50 | 4 | 4 | 91 |
| 5 | 21st Century | 79.28 | 4 | 4 | 91 |
| 6 | Farmers | 79.01 | 4 | 4 | 87 |
| 7 | AAA | 78.95 | 4 | 4 | 89 |
| 8 | GMAC Insurance | 78.56 | 4 | 3.5 | 94 |
| 9 | Allstate | 78.10 | 4 | 4 | 90 |
| 10 | Travelers | 77.57 | 4 | 4 | 88 |
| 11 | GEICO | 77.46 | 4 | 4 | 87 |
| 12 | Erie Insurance | 76.90 | 4 | 4 | 89 |
| 13 | Liberty Mutual | 76.14 | 4 | 4 | 86 |
| 14 | Country Insurance | 75.89 | 3.5 | 4 | 87 |
| 15 | Nationwide | 74.68 | 3.5 | 4 | 84 |
| 16 | American Family | 74.05 | 3.5 | 4 | 86 |
| 17 | Progressive | 73.69 | 3.5 | 3.5 | 85 |
| 18 | Mercury General | 72.05 | 3.5 | 3.5 | 89 |
| 19 | MetLife | 72.01 | 3.5 | 3.5 | 86 |
| 20 | Esurance | 71.19 | 3.5 | 3.5 | 85 |
| Home insurance companies | |||||
| 1 | USAA* | 98.11 | 5 | 5 | 98 |
| 2 | Amica Mutual* | 97.67 | 5 | 5 | 100 |
| 3 | Chubb* | 92.19 | 5 | 4.5 | 100 |
| 4 | Erie Insurance | 88.72 | 4.5 | 4.5 | 96 |
| 5 | Country Insurance | 85.75 | 4.5 | 4.5 | 97 |
| 6 | AAA | 84.66 | 4.5 | 4 | 93 |
| 7 | Nationwide | 83.53 | 4 | 4.5 | 92 |
| 8 | State Farm | 82.34 | 4 | 4.5 | 88 |
| 9 | MetLife | 81.68 | 4 | 4 | 93 |
| 10 | 21st Century | 80.79 | 4 | 4 | 97 |
| 11 | The Hartford | 80.44 | 4 | 4 | 90 |
| 12 | Travelers | 79.79 | 4 | 3.5 | 90 |
| 13 | Liberty Mutual | 79.03 | 4 | 4 | 87 |
| 14 | Farmers | 78.71 | 4 | 4 | 89 |
| 15 | Allstate | 78.55 | 4 | 4 | 87 |
| 16 | Auto-Owners Insurance | 78.48 | 4 | 4 | 89 |
| 17 | American Family | 77.10 | 4 | 4 | 84 |
| 18 | Universal Property & Casualty | 75.05 | 3.5 | 3.5 | 92 |
| 19 | Fireman's Fund | 73.66 | 3.5 | 3.5 | 86 |
| 20 | Citizens Property Insurance | 64.15 | 3 | 3 | 84 |
| Life insurance companies | |||||
| 1 | Ameriprise Financial* | 90.90 | 4.5 | 5 | n/a |
| 2 | TIAA-CREF Life Insurance* | 88.58 | 4.5 | 4.5 | n/a |
| 3 | Transamerica* | 81.28 | 4 | 4 | n/a |
| 4 | Northwestern Mutual | 81.23 | 4 | 4 | n/a |
| 5 | New York Life | 80.36 | 4 | 4 | n/a |
| 6 | Pacific Life | 79.99 | 4 | 4 | n/a |
| 7 | Massachusetts Mutual | 79.62 | 4 | 4 | n/a |
| 8 | MetLife | 79.39 | 4 | 4 | n/a |
| 9 | Allstate | 78.94 | 4 | 4 | n/a |
| 10 | Prudential Financial | 78.64 | 4 | 4 | n/a |
| 11 | Principal | 77.59 | 4 | 4 | n/a |
| 12 | John Hancock | 77.02 | 4 | 3.5 | n/a |
| 13 | Hartford Life | 73.75 | 3.5 | 3 | n/a |
| 14 | AXA Equitble | 73.58 | 3.5 | 3 | n/a |
| 15 | Great-West Life | 73.05 | 3.5 | 3 | n/a |
| 16 | Jackson National | 71.80 | 3.5 | 3 | n/a |
| 17 | American General | 70.86 | 3.5 | 3 | n/a |
| 18 | ING Life Insurance | 69.32 | 3.5 | 3 | n/a |
| 19 | Lincoln National | 68.12 | 3.5 | 3 | n/a |
| 20 | Aviva Life Insurance | 59.94 | 3 | 3 | n/a |
| Health insurance companies | |||||
| 1 | BCBS of Illinois* | 84.74 | 4.5 | 4.5 | 88 |
| 2 | Horizon BCBS of NJ* | 84.52 | 4.5 | 4.5 | 98 |
| 3 | Kaiser Permanente* | 84.45 | 4.5 | 4.5 | 94 |
| 4 | Highmark BCBS | 82.27 | 4 | 3.5 | 100 |
| 5 | Regence BCBS | 82.17 | 4 | 4 | 96 |
| 6 | Humana | 81.87 | 4 | 4.5 | 84 |
| 7 | BCBS of Massachusetts | 81.46 | 4 | 4 | 96 |
| 8 | Independence BCBS | 81.33 | 4 | 4 | 93 |
| 9 | CareFirst BCBS | 80.24 | 4 | 4 | 91 |
| 10 | UnitedHealthcare | 79.23 | 4 | 4 | 90 |
| 11 | BCBS of Florida | 78.70 | 4 | 3.5 | 95 |
| 12 | Anthem BCBS | 78.29 | 4 | 4 | 91 |
| 13 | Aetna | 77.78 | 4 | 3.5 | 92 |
| 14 | CIGNA | 76.17 | 4 | 3.5 | 93 |
| 15 | Coventry Health Care | 73.19 | 3.5 | 3.5 | 86 |
| 16 | Aetna Life (Dental, Etc.) | 72.48 | 3.5 | 3.5 | 90 |
| 17 | Health Net | 71.91 | 3.5 | 3.5 | 85 |
| 18 | Assurant | 60.85 | 3 | 2.5 | 80 |
| 19 | Blue Shield of California | 59.20 | 3 | 3 | 83 |
* Indicates the company is an Insure.com "People's Choice Award" winner.
** The overall score and overall stars incorporate five customer satisfaction scores: Customer service, claims service, value for price paid, percent who will renew and percent who would recommend the company.
Methodology and disclaimer
Insure.com surveyed more than 4,500 insurance customers between February and August 2011 for customer service ratings and reviews. The survey included the top companies by market share, but not all large companies may be represented due to lack of data. The top three companies in each category earned Insure.com’s “People’s Choice Award.”
Insure.com makes reviews freely available via this site. The views and opinions expressed by users do not reflect the views and opinions of Insure.com. Insure.com expressly disclaims any and all liability in connection with the content of any reviews.
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.
Press contact:
Amy Danise
860-386-6446
adanise@insure.com
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