Report: Insurers Reach All-Time High in Customer Satisfaction
June 18, 2018—According to J.D. Power’s 2018 U.S. Auto Insurance Study, auto insurance customer satisfaction is at an all-time high.
The study indicates that insurers are largely finding success due to improved customer interaction. Insurance companies are also finding an improved balance between digital and live interactions, keeping customers engaged, J.D. Power noted. Specifically, insurers are encouraging customers to use their digital platforms for things like billing, while limiting live interactions mainly to situations where it’s absolutely necessary.
The study also found that there has been an increase in usage-based programs―programs which leverage telematics technology to set premiums based on elements such as how safely a customer drives, as noted in a wtol.com report.
The largest gains in satisfaction were found in billing process and policy information (plus-11), policy offerings (plus-10), and price (plus-6).
The top-ranked companies by region were as follows:
- California: Ameriprise
- Central: Shelter
- Florida: MetLife
- Mid-Atlantic: Erie Insurance
- New England: Amica Mutual
- New York: New York Central Mutual
- North Central: Auto-Owners Insurance
- Northwest: PEMCO Insurance
- Southeast: Farm Bureau Insurance—Tennessee
- Southwest: CSAA Insurance Group
- Texas: Texas Farm Bureau