Published January 16, 2012
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:
Insure.com's Best Insurance Companies tool breaks out five measurements of customer satisfaction for large insurance companies:
Even unhappy customers won't budge
Overall, insurance customers are pleased.
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 . . .
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|
|3||Hartford Financial Services*||83.31||4||4.5||91|
|Home insurance companies|
|18||Universal Property & Casualty||75.05||3.5||3.5||92|
|20||Citizens Property Insurance||64.15||3||3||84|
|Life insurance companies|
|2||TIAA-CREF Life Insurance*||88.58||4.5||4.5||n/a|
|5||New York Life||80.36||4||4||n/a|
|18||ING Life Insurance||69.32||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|
|7||BCBS of Massachusetts||81.46||4||4||96|
|11||BCBS of Florida||78.70||4||3.5||95|
|15||Coventry Health Care||73.19||3.5||3.5||86|
|16||Aetna Life (Dental, Etc.)||72.48||3.5||3.5||90|
|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.
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