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Amica in the driver’s seat for car insurance satisfaction
June 29th, 2011 by Administrator
John Egan
Amica Mutual has done it again.
For the 12th consecutive year, Amica Mutual has secured the No. 1 ranking for customer satisfaction in J.D. Power and Associates’ U.S. National Auto Insurance Study.
Amica Mutual earned the highest score (843 on a 1,000-point scale) for customer satisfaction among car insurance companies. Next was Erie Insurance (825), followed by Shelter Insurance (816), Auto-Owners Insurance (815) and Ameriprise (804).
New Jersey Manufacturers Insurance Co. and USAA also achieved high levels of customer satisfaction, but they weren’t included in the rankings because their policies can’t be purchased by the general public.
The study took into account five measures of customer satisfaction: interaction, price, policy offerings, billing and payment, and claims. Among car insurers that were included in the rankings, Ameriprise, Amica and Erie scored best in the price category (each with five J.D. Power “circles”).
J.D. Power is one of the best-known names in market research.
Overall satisfaction climbs
Overall satisfaction with car insurers in the 2011 J.D. Power study averaged 790, up from 777 in 2010.
Two of the biggest car insurers — State Farm (804) and GEICO (797) — were above the industry average in the study. However, three of the major car insurers — Progressive (785), Allstate (781) and Nationwide (757) — fell below the industry average.
At the bottom of the car insurance heap was Commerce Insurance, with a score of 734. Preceding Commerce at the low end were Infinity Property & Casualty (739), 21st Century (741), Mercury (754) and Encompass (756).
In the price category, Allstate, Commerce, Farmers, Grange Insurance, Nationwide and The Hanover shared the lowest marks (each with two J.D. Power “circles”).
The 2011 U.S. National Auto Insurance Study was based on nearly 28,000 responses from car insurance policyholders. The study was conducted between March and May 2011.
If you want to check out how a car insurance company fared in the study, visit the J.D. Powers website.
