Other highlights of the 2009 National Auto Insurance Study include:
- Amica Mutual ranks highest in customer satisfaction with auto insurance companies for a 10th consecutive year, followed by State Farm, Shelter, Auto-Owners, Erie Insurance and COUNTRY, respectively.
- Although not included in the rankings due to the closed natures of their respective memberships, New Jersey Manufacturers Insurance Company (NJM) and USAA also achieve high levels of customer satisfaction.1
- The study finds that important shifts have occurred in the area of non-claims interaction, which is the most important factor driving overall satisfaction.
- Customer satisfaction with Web sites and call centers has improved considerably from 2008.
- While agency insurers perform stronger in the interaction factor than do direct insurers, the advantage of agencies in this regard is slight—an increase of only seven index points.
- One key behavior that can help mitigate dissatisfaction is engaging customers in discussions about rate increases prior to policy renewal time. When customers are notified in advance of rate increases greater than $100, and insurers or agencies offer to discuss coverage or policy options available that may mitigate the price change, customers are significantly more satisfied with their insurer overall.
1USAA is an insurance provider open only to U.S. military personnel and their families. New Jersey Manufacturers Insurance Company is open only to New Jersey Business & Industry Association members, State of New Jersey employees, New Jersey Manufacturers Insurance Company’s previously insured drivers and/or previous/current auto/homeowner policyholders.
About the Study
The 2009 National Auto Insurance Study is based on 22,930 responses from auto insurance policyholders. The study was fielded in March and April 2009.
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