When you send in your next insurance payment, are you going to buy any “satisfaction”Insure.com's new in-depth analysis provides the most complete view available of how customers feel about their auto, home, health and life insurance companies.  Our findings include:

  • USAA is the favorite among both auto and home insurance customers.
  • Ameriprise has the most satisfied life insurance customers.
  • Blue Cross Blue Shield of Illinois squeaked out the top spot for health insurance satisfaction.

Insure.com's Best Insurance Companies tool breaks out five measurements of customer satisfaction for large insurance companies:

  • Customer service
  • Claims experience
  • Value for the price paid
  • Percent who plan to renew their policies
  • Percent who would recommend their insurers

Even unhappy customers won't budge

Overall, insurance customers are pleased.

  • Most consumers are “completely” or “somewhat” satisfied with their auto insurers' customer service; 73% are satisfied with home insurance customer service; 63% are satisfied with their life insurers' customer service (although many complain they never hear from an agent after buying a policy); 61% are satisfied with their health insurance customer service.
  • 70% 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% for home insurance; 58% for health insurance; and 50% for health insurance.

You'd think that most auto insurance customers who feel dissatisfied would plot to look for better car insurance quotes and defect to other companies. Not so, according to our findings. Among car insurance customers who are “very unsatisfied” with the price they pay, 65% nonetheless plan to renew their policies. That compares to 98% who plan to renew among customers who are “completely satisfied” with their price.

Among customers who have made auto insurance claims and were “very unsatisfied” with the claims process, 67% will still renew. That compares to 94% who will renew among those “completely satisfied” with their claims.

Since we asked . . .

  • Customer reviews indicated a certain resignation with auto insurance prices, even though many reviewers think they pay too much: “Wish it were cheaper but no way around it” was a common sentiment.
  • Home insurance customers often commented on liking the “bundling” discount they receive for buying their home and auto insurance together.
  • Health insurance customer comments indicate that consumers value ease of claims and lack of hassles.
  • And life insurance customers often griped that they hadn't heard from their agent since buying a policy.

The rankings

Below is a portion of the ratings. See the Best Insurance Companies tool for full results.

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

Insure.com surveyed more than 4,500 insurance customers between February and August 2011 for customer service ratings and reviews. We included the top companies by market share but not all large companies are represented in the rankings due to lack of data. The top three companies in each category earn Insure.com's “People's Choice Award.”

The original article can be found at Insure.com:
Insure.com's customer satisfaction study reveals best insurance companies

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