This review will analyze the JD Power ratings & numerical scores for Hartford auto and homeowners insurance, in all the JD Power claims & customer satisfaction studies where the company was included in the last few years, to see if its JD Power ratings truly reflect the quality of the claims & customer service for the company. This review will show you if Hartford auto and/or home insurance has a better-than-average, average, or below-average performance in JD Power studies from 2012-2016, and how Hartford compares to leading competitors, like State Farm, Metlife, Progressive, GEICO, Allstate, American Family, Travelers, Farmers etc. in these JD Power auto & homeowners insurance claims & customer satisfaction studies.
The detailed information in this review and my review of the auto & homeowners insurance complaint record for Hartford, compares Hartford auto & home insurance to the industry average and competing companies for customer service, claims handling performance, and insurance rates, but if you don’t want to read all the details, you can scroll down to my review summary below in section #6 to see if Hartford is average, better than average, or worse than average, based on its performance in recent JD Power studies.
Why you need to read this review
You need to know more than the overall satisfaction ratings for an insurance company published by JD Power in its annual press release for each of its insurance studies.
Here’s why:
Hartford received the highest rating of five power circles (among the best) for Overall Auto Insurance Customer Satisfaction in the Southwest region of the 2015 JD Power U.S. Auto Insurance Customer Satisfaction Study, but for the factor of Pricing in this 2015 region study, Hartford received an about average (three power circles) rating. Is a company really better than average for auto insurance customer satisfaction if its customers give it an average rating for auto insurance rates?
It’s important to know how Hartford performed in each category (called factors by JD Power) in a study, such as Billing & Payment, Service Interaction, Rental Car Experience, Pricing, Claims Settlement, Repair process, etc., which make up its total score, because you may not get the above-average service you expect, from a company rated four power circles (better than most) or five power circles (among the best) for overall satisfaction, if it received the lowest rating of two power circles for important factors measuring its rates, customer interaction, or claims service.
I’ll show you the Hartford factor ratings from the latest JD Power studies, but even more important than factor ratings is the company’s point score in each study.
I’ve been writing auto & homeowners insurance company reviews & evaluating each company’s performance in the annual JD Power customer & claims satisfaction studies for more than five years now, looking at each insurance company’s JD Power study scores over time and comparing them to competing companies. Knowing each company’s actual score, instead of just its JD Power ratings for overall satisfaction, is important to see if a company is really performing better or worse than other companies.
Here are two examples of why point scores matter:
In the New England region of the 2015 JD Power U.S. Auto Insurance Customer Satisfaction Study, Allstate & The Hartford both rated three power circles (about average) for overall auto insurance customer satisfaction, but Allstate scored 15 points (1.5%) higher than Hartford, showing Allstate provides a higher level of satisfaction than Hartford, in spite of Allstate & Hartford having the same JD Power rating.
In the Southwest region of the 2015 JD Power U.S. Auto Insurance Customer Satisfaction Study, Hartford scored only 4 points (on a 1,000 point scale) higher than Liberty Mutual, but Hartford received the highest rating of five power circles (among the best) for overall auto insurance customer satisfaction, and Liberty Mutual rated lower at three power circles (about average) for overall auto insurance customer satisfaction, even though Hartford & Liberty Mutual scored close enough to say they provide about the same level of auto insurance customer satisfaction.
In an industry like insurance, where customer dissatisfaction is common, a company scoring 1% or more above the average or a competitor is more likely to provide better service, but there is little difference among companies scoring within a few points of each other, no matter their overall satisfaction rating from JD Power.
A higher scoring insurance company, about 1% (10 points) or more above the study average, in the most recent JD Power insurance studies is a good sign, but you also want to look at the study scores over the last few years, to see if the company consistently scores well over time, to indicate whether you can expect the same level of customer & claims satisfaction now. A long history of high or low scores each year means an insurance company’s level of customer &/or claims satisfaction is more reliably good or bad.
In this review, I’ll provide the data, but I’ll also analyze the scores for Hartford compared to other leading insurance companies & the industry average, so it will be easy for you to see if Hartford is performing average, better than average, or worse than average, and which companies perform better or worse than Hartford.
Ignoring a few outlying performers, most companies score in a range from 75% to 85% in JD Power insurance studies each year. So, with the exception of a few consistently good and a few consistently poor performing companies, most companies do not differ with a great deal of significance, in the level of auto or homeowners claims & customer satisfaction they provide. This is why it’s important to shop with all auto & homeowners insurance companies available to you, for the coverage meeting your needs. If you shop with enough companies, you will see some companies charge twice as much as others for the same level of coverage.
Since price is a consideration in many of the JD Power insurance studies, it may mean a higher scoring company has a competitive rate for you. But if a company scoring slightly below average saves you hundreds of dollars each year, for the same level of coverage as higher scoring companies, it may not be worth it to pay a lot more for a company scoring only 2-3% higher in customer or claims satisfaction.
For a quick comparison of Hartford to other companies, this review on my website here, allows you to see at a glance if Hartford consistently performs better than average, average, or worse than average for customer service, claims, and pricing, and compares Hartford to over 40 other U.S. auto & home insurance companies.
If you find this review or my other reviews useful, please like them on Facebook & share the link to my reviews or my site with your friends & family through social media. Bookmark this page for updates, as new JD Power studies are published each year.
Hartford JD Power Auto & Homeowners Insurance Ratings for 2012, 2013, 2014, 2015, & 2016
I’ll compare the numerical scores (instead of the power circle rating) for Hartford auto and homeowners insurance, to the industry average and the scores of competing insurance companies, for each JD Power insurance study (2012-2016) where it was rated. Hartford was included in the following annual JD Power insurance studies:
1. The Annual JD Power Auto Insurance Customer Satisfaction Study
2. The Annual JD Power Auto Insurance Claims Satisfaction Study
3. The Annual JD Power Auto Insurance Purchasing Experience Study
4. The Annual JD Power Homeowners Insurance Customer Satisfaction Study
5. The Annual JD Power Property (Home) Insurance Claims Satisfaction Study
6. JD Power 2012-2015 Auto & Home Insurance Studies Summary for Hartford
You can scroll down to read my analysis or summaries of the studies most interesting to you.
1. The Annual JD Power Auto Insurance Customer Satisfaction Study
Hartford is rated in almost all of the eleven regional studies (except in the Texas & Southeast regions) composing the annual JD Power US Auto Insurance Customer Satisfaction Study. If Hartford is not rated in your state, the results for Hartford in the majority of other states where it is rated, may still be a good proxy for how Hartford performs in your state.
California Region (State of CA only)
2015: Hartford scored 37 points (on a 1,000 point scale) or 3.7% above the 2015 California region average, at 840 out of 1,000 points.
Here is how Hartford rated in the California region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Five Power Circles (among the best)
Price: Four Power Circles (better than most)
Billing & Payment: Five Power Circles (among the best)
Interaction: Five Power Circles (among the best)
Claims: Five Power Circles (among the best)
Overall Customer Satisfaction: Five Power Circles (among the best)
Wawanesa and Auto Club of Southern California scored about the same (four points above and one point below respectively) as Hartford in the 2015 California Region study.
These companies scored 6.1% higher than Hartford in the 2015 California Region study (from highest scoring company to lowest scoring company): USAA.
These companies scored .9% or more lower than Hartford in the 2015 California Region study (from highest scoring company to lowest scoring company): Ameriprise, State Farm, Esurance, GEICO, Progressive, Allstate, CSAA, Farmers, Safeco, Nationwide, Liberty Mutual, 21st Century, Mercury, Travelers, & Infinity.
2014: Hartford scored 19 points (on a 1,000 point scale) or 1.9% above the 2014 California region average, at 814 out of 1,000 points.
Here is how Hartford rated in the California region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Four Power Circles (better than most)
Price: Four Power Circles (better than most)
Billing & Payment: Four Power Circles (better than most)
Interaction: Four Power Circles (better than most)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Four Power Circles (better than most)
These companies scored .8% or more higher than Hartford in the 2014 California Region study: USAA, Wawanesa, Ameriprise, and Auto Club of Southern California.
These companies scored 1.9% or more lower than Hartford in the 2014 California Region study: GEICO, Allstate, Mercury, Liberty Mutual. Progressive, Safeco, Nationwide, CSAA/AAA NCNU, Farmers, 21st Century, and Travelers.
2013: Hartford scored 34 points (on a 1,000 point scale) or 3.4% above the 2013 California region average, at 811 out of 1,000 points.
These companies scored .9% or more higher than Hartford in the 2013 California Region study: USAA and Wawanesa.
These companies scored .9% or more lower than Hartford in the 2013 California Region study: Auto Club of Southern California, GEICO, Ameriprise, Safeco, Progressive, CSAA/AAA NCNU, Allstate, Liberty Mutual, Mercury, Nationwide, 21st Century, Travelers, Kemper, Farmers, and Infinity P&C.
2012: Hartford scored 13 points (on a 1,000 point scale) or 1.3% above the 2012 California region average, at 798 out of 1,000 points.
These companies scored .8% or more higher than Hartford in the 2012 California Region study: USAA, Wawanesa, Auto Club of Southern California, and State Farm.
These companies scored 1.2% or more lower than Hartford in the 2012 California Region study: Safeco, Mercury, CSAA/AAA NCNU, Progressive, Liberty Mutual, Allstate, Nationwide, 21st Century, Farmers, and Infinity P&C.
California Region Auto Insurance Satisfaction Summary: Hartford scored 1.3%, 3.4%, 1.9%, and 3.7% above the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of above average auto insurance customer satisfaction in California.
Florida Region (State of FL Only) (Florida was part of the Southeast region in 2012)
2015: Hartford scored 28 points (on a 1,000 point scale) or 2.8% below the 2015 Florida region average, at 801 out of 1,000 points.
Here is how Hartford rated in the Florida Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Two Power Circles (lowest rating)
Price: Three Power Circles (about average)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Two Power Circles (lowest rating)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
Nationwide scored about the same (two points above) as Hartford in the 2015 Florida Region study.
These companies scored 1.3% or more higher than Hartford in the 2015 Florida Region study (from highest scoring company to lowest scoring company): USAA, GEICO, Progressive, Allstate, Metlife, State Farm, and Liberty Mutual.
These companies scored .4% or more lower than Hartford in the 2015 Florida Region study (from highest scoring company to lowest scoring company): 21st Century, Auto-Owners, Travelers, Esurance, and Safeco.
2014: Hartford scored 22 points (on a 1,000 point scale) or 2.2% above the 2014 Florida region average, at 827 out of 1,000 points.
Here is how Hartford rated in the Florida Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Five Power Circles (among the best)
Price: Three Power Circles (about average)
Billing & Payment: Five Power Circles (among the best)
Interaction: Five Power Circles (among the best)
Claims: Five Power Circles (among the best)
Overall Customer Satisfaction: Five Power Circles (among the best)
These companies scored 7.5% higher than Hartford in the 2014 Florida Region study: USAA.
These companies scored 1.2% or more lower than Hartford in the 2014 Florida Region study: Auto-Owners, Progressive, MetLife, Allstate, State Farm, GEICO, Liberty Mutual, Travelers, Esurance, Safeco, Nationwide, and 21st Century.
2013: Hartford scored 12 points (on a 1,000 point scale) or 1.2% above the 2013 Florida region average, at 802 out of 1,000 points.
These companies scored .6% or more higher than Hartford in the 2013 Florida Region study: USAA and Metlife.
These companies scored 1.2% or more lower than Hartford in the 2013 Florida Region study: Allstate, Progressive, GEICO, Safeco, Nationwide, Liberty Mutual, 21st Century, Travelers, Esurance, and Infinity P&C.
2012: Hartford scored 20 points (on a 1,000 point scale) or 2% below the 2012 Southeast region average, at 794 out of 1,000 points.
These companies scored .8% or more higher than Hartford in the 2012 Southeast Region study: USAA, Tennessee Farm Bureau, North Carolina Farm Bureau, State Farm, GEICO, Kentucky Farm Bureau, Allstate, and Auto-Owners.
These companies scored .9% or more lower than Hartford in the 2012 Southeast Region study: GMAC (Now called National General), 21st Century, Safeco, and Direct General.
Florida Region Auto Insurance Satisfaction Summary: Hartford scored 1.2% above, 2.2% above, and 2.8% below the region average each year in the 2013, 2014, & 2015 studies respectively, showing inconsistent auto insurance customer satisfaction in Florida, and below average satisfaction in the most recent year of 2015.
New York Region (State of NY only)
2015: Hartford scored 30 points (on a 1,000 point scale) or 3% below the 2015 New York region average, at 783 out of 1,000 points. Hartford was the lowest scoring company in the 2015 New York Region study.
Here is how Hartford rated in the New York Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Two Power Circles (lowest rating)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
Progressive scored about the same (four points above) as Hartford in the 2015 New York Region study.
These companies scored .9% or more higher than Hartford in the 2015 New York Region study (from highest scoring company to lowest scoring company): USAA, State Farm, GEICO, Travelers, Nationwide, Allstate, New York Central Mutual, Metlife, and Liberty Mutual.
These companies scored lower than Hartford in the 2015 New York Region study (from highest scoring company to lowest scoring company): None
2014: Hartford scored 5 points (on a 1,000 point scale) or .5% above the 2014 New York region average, at 810 out of 1,000 points.
Here is how Hartford rated in the New York Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Three Power Circles (about average)
Price: Two Power Circles (lowest rating)
Billing & Payment: Three Power Circles (about average)
Interaction: Five Power Circles (among the best)
Claims: Five Power Circles (among the best)
Overall Customer Satisfaction: Four Power Circles (better than most)
These companies scored 1.2% or more higher than Hartford in the 2014 New York Region study: USAA, GEICO, and State Farm.
These companies scored 1% or more lower than Hartford in the 2014 New York Region study: Liberty Mutual, Allstate, Metlife, Nationwide, Travelers, and Progressive.
2013: Hartford scored 2 points (on a 1,000 point scale) or .2% above the 2013 New York region average, at 778 out of 1,000 points.
These companies scored 2.9% or more higher than Hartford in the 2013 New York Region study: USAA, New York Central Mutual, and State Farm.
These companies scored .6% or more lower than Hartford in the 2013 New York Region study: Allstate, GEICO, Metlife, Progressive, and Nationwide.
2012: New York did not have its own regional study, and was included in the New England / Northeast region study in 2012 (see below).
New York Region Auto Insurance Satisfaction Summary: Hartford scored .2% above, .5% above, and 3% below the region average each year in the 2013, 2014, & 2015 studies respectively, showing inconsistent auto insurance customer satisfaction in New York, around the average in two of the last three years, but worse than average in the latest year of 2015.
Central Region (AR, IA, KS, MN, MO, NE, ND, OK, SD) (including TX in 2012 study only)
2015: Hartford scored 2 points (on a 1,000 point scale) or .2% below the 2015 Central region average, at 818 out of 1,000 points.
Here is how Hartford rated in the Central Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Three Power Circles (about average)
Price: Four Power Circles (better than most)
Billing & Payment: Four Power Circles (better than most)
Interaction: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Three Power Circles (about average)
American Family, Allstate, Farmers, GEICO, Safeco, and Auto Club of Southern California scored the same (or within 4 points) as Hartford in the 2015 Central Region study.
These companies scored 1.2% or more higher than Hartford in the 2015 Central Region study (from highest scoring company to lowest scoring company): USAA, Auto-Owners, Shelter, and State Farm.
These companies scored 1.1% or more lower than Hartford in the 2015 Central Region study (from highest scoring company to lowest scoring company): Progressive, Farm Bureau Mutual, Liberty Mutual, Nationwide, and Travelers.
2014: Hartford scored 6 points (on a 1,000 point scale) or .6% below the 2014 Central region average, at 814 out of 1,000 points.
Here is how Hartford rated in the Central Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Three Power Circles (about average)
Price: Three Power Circles (about average)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Three Power Circles (about average)
Claims: Four Power Circles (better than most)
Overall Customer Satisfaction: Three Power Circles (about average)
These companies scored 1.5% or more higher than Hartford in the 2014 Central Region study: USAA, Auto-Owners, Shelter, State Farm, and GEICO.
These companies scored 1.3% or more lower than Hartford in the 2014 Central Region study: Travelers, Liberty Mutual, Auto Club of Southern California, Farmers, Nationwide, and Progressive.
2013: Hartford scored 8 points (on a 1,000 point scale) or .8% above the 2013 Central region average, at 809 out of 1,000 points.
These companies scored .8% or more higher than Hartford in the 2013 Central Region study: USAA, State Farm, Auto-Owners, and Shelter.
These companies scored 1.4% or more lower than Hartford in the 2013 Central Region study: AAA Missouri, Allstate, Safeco, Travelers, Farmers, Progressive, Liberty Mutual, and Nationwide.
2012: Hartford was not included among the companies rated in the Central region for the 2012 JD Power Auto Insurance Customer Satisfaction Study.
Central Region Auto Insurance Satisfaction Summary: Hartford scored .8% above, .6% below, and .2% below the region average each year in the 2013, 2014, & 2015 studies respectively, showing about average auto insurance customer satisfaction for the central region states of AR, IA, KS, MN, MO, NE, ND, OK, and SD.
Mid-Atlantic Region (DC, DE, MD, NJ, PA, VA, WV)
2015: Hartford scored 13 points (on a 1,000 point scale) or 1.3% above the 2015 Mid-Atlantic region average, at 835 out of 1,000 points.
Here is how Hartford rated in the Mid-Atlantic Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Five Power Circles (among the best)
Price: Four Power Circles (better than most)
Billing & Payment: Five Power Circles (among the best)
Interaction: Three Power Circles (about average)
Claims: Four Power Circles (better than most)
Overall Customer Satisfaction: Four Power Circles (better than most)
These companies scored 1.5% or more higher than Hartford in the 2015 Mid-Atlantic Region study (from highest scoring company to lowest scoring company): USAA, NJM Insurance, and Erie.
These companies scored .9% or more lower than Hartford in the 2015 Mid-Atlantic Region study (from highest scoring company to lowest scoring company): State Farm, GEICO, Allstate, Travelers, Progressive, Nationwide, Liberty Mutual, Plymouth Rock Assurance, and 21st Century.
2014: Hartford scored 27 points (on a 1,000 point scale) or 2.7% above the 2014 Mid-Atlantic region average, at 833 out of 1,000 points.
Here is how Hartford rated in the Mid-Atlantic Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Five Power Circles (among the best)
Price: Four Power Circles (better than most)
Billing & Payment: Five Power Circles (among the best)
Interaction: Four Power Circles (better than most)
Claims: Five Power Circles (among the best)
Overall Customer Satisfaction: Five Power Circles (among the best)
These companies scored 3.3% or more higher than Hartford in the 2014 Mid-Atlantic Region study: USAA and NJ Manufacturers.
These companies scored 2.4% or more lower than Hartford in the 2014 Mid-Atlantic Region study: GEICO, State Farm, Allstate, Nationwide, Progressive, Travelers, 21st Century, Plymouth Rock Assurance NJ (High Point), and Liberty Mutual.
2013: Hartford scored 9 points (on a 1,000 point scale) or .9% above the 2013 Mid-Atlantic region average, at 811 out of 1,000 points.
These companies scored 1.5% or more higher than Hartford in the 2013 Mid-Atlantic Region study: USAA, NJ Manufacturers, State Farm, and Erie.
These companies scored 1.2% or more lower than Hartford in the 2013 Mid-Atlantic Region study: Allstate, Nationwide, Progressive, Travelers, liberty Mutual, Plymouth Rock Assurance NJ (High Point), and 21st Century.
2012: Hartford scored 12 points (on a 1,000 point scale) or 1.2% below the 2012 Mid-Atlantic region average, at 795 out of 1,000 points.
These companies scored 1.8% or more higher than Hartford in the 2012 Mid-Atlantic Region study: USAA, NJ Manufacturers, Erie, and State Farm.
These companies scored 1% or more lower than Hartford in the 2012 Mid-Atlantic Region study: Allstate, Liberty Mutual, 21st Century, and High Point Insurance.
Mid-Atlantic Region Auto Insurance Satisfaction Summary: Hartford scored 1.2% below, .9% above, 2.7% above and 1.3% above the region average each year in the 2012, 2013, 2014 & 2015 studies respectively, showing a trend of improving scores and above average auto insurance customer satisfaction for the most recent three years in the Mid-Atlantic region states of DC, DE, MD, NJ, PA, VA, and WV.
North Central Region (IL, IN, MI, OH, WI)
2015: Hartford scored 13 points (on a 1,000 point scale) or 1.3% above the 2015 North Central region average, at 821 out of 1,000 points.
Here is how Hartford rated in the North Central Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Four Power Circles (better than most)
Price: Four Power Circles (better than most)
Billing & Payment: Four Power Circles (better than most)
Interaction: Four Power Circles (better than most)
Claims: Five Power Circles (among the best)
Overall Customer Satisfaction: Four Power Circles (better than most)
COUNTRY Financial, Indiana Farm Bureau, and American Family scored about the same (within 2 points) as Hartford in the 2015 North Central Region study.
These companies scored .7% or more higher than Hartford in the 2015 North Central Region study (from highest scoring company to lowest scoring company): USAA, Auto-Owners, and Nationwide.
These companies scored .5% or more lower than Hartford in the 2015 North Central Region study (from highest scoring company to lowest scoring company): State Farm, Erie, Progressive, Farmers, GEICO, Allstate, Grange, Liberty Mutual, Metlife, Michigan Farm Bureau, Automobile Club Group (AAA), Hanover, and Safeco.
2014: Hartford scored 2 points (on a 1,000 point scale) or .2% above the 2014 North Central region average, at 818 out of 1,000 points.
Here is how Hartford rated in the North Central Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Three Power Circles (about average)
Price: Five Power Circles (among the best)
Billing & Payment: Three Power Circles (about average)
Interaction: Three Power Circles (about average)
Claims: Five Power Circles (among the best)
Overall Customer Satisfaction: Three Power Circles (about average)
These companies scored .6% or more higher than Hartford in the 2014 North Central Region study: USAA, Auto-Owners, State Farm, Grange, Erie, and Country.
These companies scored .9% or more lower than Hartford in the 2014 North Central Region study: American Family, GEICO, Michigan Farm Bureau, Nationwide, Progressive, Liberty Mutual, Allstate, Farmers, Automobile Club, The Hanover, and Metlife.
2013: Hartford scored 6 points (on a 1,000 point scale) or .6% above the 2013 North Central region average, at 803 out of 1,000 points.
These companies scored 2% or more higher than Hartford in the 2013 North Central Region study: USAA, Auto-Owners, State Farm, and Erie.
These companies scored .7% or more lower than Hartford in the 2013 North Central Region study: Nationwide, GEICO, Grange, American Family, Allstate, Country, Liberty Mutual, Farmers, Progressive, Auto Club, and The Hanover.
2012: Hartford scored 27 points (on a 1,000 point scale) or 2.7% below the 2012 North Central region average, at 777 out of 1,000 points. Hartford was the second lowest scoring company in the 2012 North Central region study.
These companies scored 1.2% or more higher than Hartford in the 2012 North Central Region study: USAA, Auto-Owners, State Farm, Erie, Country, Grange, GEICO, Liberty Mutual, Allstate, Progressive, American Family, The Hanover.
These companies scored 1.3% lower than Hartford in the 2012 North Central Region study: Farmers.
North Central Region Auto Insurance Satisfaction Summary: Although The Hartford had an improving score each year, it performed inconsistently in relation to each year’s average, scoring 2.7% below, .6% above, .2% above, and 1.3% above the north central region average in the 2012, 2013, 2014, & 2015 studies respectively. The Hartford had about average auto insurance customer satisfaction for 2013 & 2014 in the north central region states of IL, IN, MI, OH, and WI, but stronger better than average performance in 2015.
New England Region (CT, ME, MA, NH, RI, VT), called the Northeast Region in the 2012 study covering CT, ME, MA, NH, RI, VT, and NY.
2015: Hartford scored 8 points (on a 1,000 point scale) or .8% below the 2015 New England region average, at 793 out of 1,000 points.
Here is how Hartford rated in the New England Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Three Power Circles (about average)
Price: Three Power Circles (about average)
Billing & Payment: Three Power Circles (about average)
Interaction: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Three Power Circles (about average)
Progressive, Metlife, Safety, and Travelers scored about the same (within three points) as Hartford in the 2015 New England Region study.
These companies scored .6% or more higher than Hartford in the 2015 New England Region study (from highest scoring company to lowest scoring company): USAA, Amica, State Farm, Allstate, Liberty Mutual, and GEICO.
These companies scored .7% or more lower than Hartford in the 2015 New England Region study (from highest scoring company to lowest scoring company): Safeco, Nationwide, Plymouth Rock Assurance, Arbella, and MAPFRE-Commerce.
2014: Hartford scored 7 points (on a 1,000 point scale) or .7% above the 2014 New England region average, at 802 out of 1,000 points.
Here is how Hartford rated in the New England Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Three Power Circles (about average)
Price: Four Power Circles (better than most)
Billing & Payment: Three Power Circles (about average)
Interaction: Two Power Circles (lowest rating)
Claims: Four Power Circles (better than most)
Overall Customer Satisfaction: Three Power Circles (about average)
These companies scored 1.2% or more higher than Hartford in the 2014 New England Region study: USAA, Amica, State Farm, and Nationwide.
These companies scored 1% or more lower than Hartford in the 2014 New England Region study: Allstate, Progressive, GEICO, Liberty Mutual, Plymouth Rock Assurance, MAPFRE-Commerce Insurance, Arbella, Travelers, Safety Insurance, Metlife, and The Hanover.
2013: Hartford scored 24 points (on a 1,000 point scale) or 2.4% above the 2013 New England region average, at 793 out of 1,000 points.
These companies scored 5.7% or more higher than Hartford in the 2013 New England Region study: USAA and Amica.
These companies scored 1.1% or more lower than Hartford in the 2013 New England Region study: Liberty Mutual, Allstate, Progressive, Arbella, Plymouth Rock Assurance, The Hanover, MAPFRE-Commerce, Metlife, Travelers, and Safety Insurance.
2012: Hartford scored 24 points (on a 1,000 point scale) or 2.4% below the 2012 Northeast region average, at 760 out of 1,000 points.
These companies scored 2.6% or more higher than Hartford in the 2012 Northeast Region study: USAA, Amica, New York Central Mutual, GEICO, Liberty Mutual, State Farm, and Progressive.
These companies scored .7% or more lower than Hartford in the 2012 Northeast Region study: Commerce (MAPFRE), Safety, The Hanover, and Arbella.
New England Region Auto Insurance Satisfaction Summary: Hartford scored 2.4% below, 2.4% above, .7% above, and .8% below the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing inconsistent auto insurance customer satisfaction, closer to the average in the most recent two years of 2014 & 2015, in the New England region states of CT, ME, MA, NH, RI, and VT.
Northwest Region (ID, MT, OR, WA, WY), which was part of the West Region in the 2012 study covering AZ, CO, ID, MT, NV, NM, OR, UT, WA, & WY.
2015: Hartford scored 3 points (on a 1,000 point scale) or .3% above the 2015 Northwest region average, at 820 out of 1,000 points.
Here is how Hartford rated in the Northwest Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Three Power Circles (about average)
Price: Four Power Circles (better than most)
Billing & Payment: Three Power Circles (about average)
Interaction: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Three Power Circles (about average)
GEICO scored about the same (two points above) as Hartford in the 2015 Northwest Region study.
These companies scored .8% or more higher than Hartford in the 2015 Northwest Region study (from highest scoring company to lowest scoring company): USAA, Pemco, State Farm, and Farmers.
These companies scored 1.5% or more lower than Hartford in the 2015 Northwest Region study (from highest scoring company to lowest scoring company): American Family, Allstate, Safeco, Progressive, Nationwide, and Liberty Mutual.
2014: Hartford scored 22 points (on a 1,000 point scale) or 2.2% above the 2014 Northwest region average, at 834 out of 1,000 points.
Here is how Hartford rated in the Northwest Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Four Power Circles (better than most)
Price: Five Power Circles (among the best)
Billing & Payment: Four Power Circles (better than most)
Interaction: Four Power Circles (better than most)
Claims: Four Power Circles (better than most)
Overall Customer Satisfaction: Four Power Circles (better than most)
These companies scored 2% or more higher than Hartford in the 2014 Northwest Region study: USAA and PEMCO.
These companies scored 2.6% or more lower than Hartford in the 2014 Northwest Region study: American Family, Safeco, GEICO, Nationwide, Farmers, Progressive, Allstate, and Liberty Mutual.
2013: Hartford scored 28 points (on a 1,000 point scale) or 2.8% above the 2013 Northwest region average, at 820 out of 1,000 points.
These companies scored 1.4% or more higher than Hartford in the 2013 Northwest Region study: USAA and PEMCO.
These companies scored .7% or more lower than Hartford in the 2013 Northwest Region study: Mutual of Enumclaw, State Farm, American Family, Progressive, Liberty Mutual, Allstate, GEICO, Nationwide, Safeco, and Farmers.
2012: Hartford scored 7 points (on a 1,000 point scale) or .7% below the 2012 West region average, at 803 out of 1,000 points.
These companies scored .5% or more higher than Hartford in the 2012 West Region study: USAA, State Farm, and GEICO.
These companies scored 1.6% or more lower than Hartford in the 2012 West Region study: Farmers, Safeco, Liberty Mutual, and Nationwide.
Northwest Region Auto Insurance Satisfaction Summary: Hartford scored 2.8%, 2.2%, and .3% above the region average each year in the 2013, 2014, & 2015 studies respectively, showing inconsistent auto insurance customer satisfaction in the Northwest region states of ID, MT, OR, WA, and WY over the last three years, scoring close to the average in the most recent year of 2015.
Southwest Region (AZ, CO, NV, NM, UT), which was part of the West Region in the 2012 study covering AZ, CO, ID, MT, NV, NM, OR, UT, WA, & WY.
2015: Hartford scored 6 points (on a 1,000 point scale) or .6% above the 2015 Southwest region average, at 830 out of 1,000 points.
Here is how Hartford rated in the Southwest Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Five Power Circles (among the best)
Price: Three Power Circles (about average)
Billing & Payment: Five Power Circles (among the best)
Interaction: Four Power Circles (better than most)
Claims: Five Power Circles (among the best)
Overall Customer Satisfaction: Five Power Circles (among the best)
State Farm scored the same as Hartford in the 2015 Southwest Region study.
Liberty Mutual, American Family and GEICO scored about the same (four to six points below) as Hartford in the 2015 Southwest Region study.
These companies scored 8.4% higher than Hartford in the 2015 Southwest Region study (from highest scoring company to lowest scoring company): USAA.
These companies scored 1.6% or more lower than Hartford in the 2015 Southwest Region study (from highest scoring company to lowest scoring company): Progressive, CSAA (AAA), Allstate, Farmers, and Safeco.
2014: Hartford scored 3 points (on a 1,000 point scale) or .3% above the 2014 Southwest region average, at 820 out of 1,000 points.
Here is how Hartford rated in the Southwest Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Three Power Circles (about average)
Price: Three Power Circles (about average)
Billing & Payment: Five Power Circles (among the best)
Interaction: Three Power Circles (about average)
Claims: Four Power Circles (better than most)
Overall Customer Satisfaction: Three Power Circles (about average)
These companies scored 1.6% or more higher than Hartford in the 2014 Southwest Region study: USAA and State Farm.
These companies scored 1.1% or more lower than Hartford in the 2014 Southwest Region study: American Family, Farmers, Allstate, Progressive, CSAA/AAA NCNU, and Safeco.
2013: Hartford scored 16 points (on a 1,000 point scale) or 1.6% above the 2013 Southwest region average, at 821 out of 1,000 points.
These companies scored 8.4% higher than Hartford in the 2013 Southwest Region study: USAA.
These companies scored 1.2% or more lower than Hartford in the 2013 Southwest Region study: These companies scored % or more higher than in the 2013 Southwest Region study: GEICO, American Family, Liberty Mutual, Allstate, CSAA/AAA NCNU, Progressive, and Farmers.
2012: Hartford scored 7 points (on a 1,000 point scale) or .7% below the 2012 West region average, at 803 out of 1,000 points.
These companies scored .5% or more higher than Hartford in the 2012 West Region study: USAA, State Farm, and GEICO.
These companies scored 1.6% or more lower than Hartford in the 2012 West Region study: Farmers, Safeco, Liberty Mutual, and Nationwide.
Southwest Region Auto Insurance Satisfaction Summary: Hartford scored .7% below, 1.6% above, .3% above, and .6% above the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing inconsistent auto insurance customer satisfaction, close to the average in 2014 & 2015, for the Southwest region states of AZ, CO, NV, NM, and UT.
2. The Annual JD Power Auto Insurance Claims Satisfaction Study
2015: Hartford scored 13 points (on a 1,000 point scale) or 1.3% above the 2015 US auto claims satisfaction study average, at 870 out of 1,000 points.
Here is how Hartford rated in the six factors used to determine its overall auto insurance claims satisfaction score in 2015:
First Notice of Loss: Four Power Circles (better than most)
Service Interaction: Two Power Circles (lowest rating)
Appraisal: Three Power Circles (about average)
Repair Process: Five Power Circles (among the best)
Rental Car Experience: Three Power Circles (about average)
Settlement: Four Power Circles (better than most)
Overall Auto Claims Satisfaction: Four Power Circles (better than most)
These insurance companies scored about the same (one point above and four points below respectively) as Hartford in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): Auto Club of Southern California and Nationwide.
These insurance companies scored 1.5% or more higher than Hartford in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): New Jersey Manufacturers, Auto Owners, USAA, and Amica.
These insurance companies scored .8% or more lower than Hartford in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): Erie, Allstate, American Family, Farmers, Safeco, State Farm, GEICO, Liberty Mutual, Progressive, Country Financial, Mercury, Travelers, CSAA Insurance Group, 21st Century, Hanover, Metlife, Automobile Club Group, Esurance, and MAPFRE-Commerce Insurance.
2014: Hartford scored 9 points (on a 1,000 point scale) or .9% above the 2014 JD Power Auto Claims Satisfaction study average, at 866 out of 1,000 points.
Here is how Hartford rated in the six factors used to determine its overall auto insurance claims satisfaction score in 2014:
First Notice of Loss: Three Power Circles (about average)
Service Interaction: Three Power Circles (about average)
Appraisal: Four Power Circles (better than most)
Repair Process: Five Power Circles (among the best)
Rental Car Experience: Two Power Circles (lowest rating)
Settlement: Four Power Circles (better than most)
Overall Auto Claims Satisfaction: Three Power Circles (about average)
These companies scored 1.3% or more higher than Hartford in the 2014 JD Power Auto Claims Satisfaction study: Amica, USAA, and Auto-Owners.
These companies scored .7% or more lower than Hartford in the 2014 JD Power Auto Claims Satisfaction study: Erie, Travelers, Mercury, GEICO, Nationwide, Country, Safeco, Allstate, Metlife, Farmers, Progressive, Auto Club, CSAA/AAA NCNU, 21st Century, Liberty Mutual, Esurance, and MAPFRE-Commerce.
2013: Hartford scored 18 points (on a 1,000 point scale) or 1.8% above the 2013 JD Power Auto Claims Satisfaction study average, at 873 out of 1,000 points.
These companies scored 1.6% or more higher than Hartford in the 2013 JD Power Auto Claims Satisfaction study: USAA, NJ Manufacturers, and Auto Club of Southern California.
These companies scored .6% or more lower than Hartford in the 2013 JD Power Auto Claims Satisfaction study: American Family, Nationwide, The Hanover, Safeco, Allstate, Mercury, GEICO, Auto Club, Liberty Mutual, CSAA/AAA NCNU, Progressive, Metlife, MAPFRE-Commerce, Farmers, 21st Century, and Esurance.
2012: Hartford scored 16 points (on a 1,000 point scale) or 1.6% above the 2012 JD Power Auto Claims Satisfaction study average, at 868 out of 1,000 points.
These companies scored .6% or more higher than Hartford in the 2012 JD Power Auto Claims Satisfaction study: NJ Manufacturers, USAA, Auto-Owners, Amica, Erie, Automobile Club of Southern California, and Country.
These companies scored 1.1% or more lower than Hartford in the 2012 JD Power Auto Claims Satisfaction study: Travelers, CSAA/AAA NCNU, Nationwide, GMAC (Now called National General), Auto club, The Hanover, Liberty Mutual, GEICO, Progressive, Metlife, Safeco, Farmers, Mercury, 21st Century, Encompass, Esurance, and Commerce (MAPFRE).
Auto Insurance Claims Satisfaction Summary: Hartford scored 1.6%, 1.8%, .9%, & 1.3% above the national average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of above average satisfaction in the national JD Power Auto Claims Satisfaction study.
3. The Annual JD Power Auto Insurance Purchase Experience Study
In my opinion, the JD Power Auto Insurance Purchase Experience Study is the least important JD Power study for choosing a car insurance company. A car insurance company with terrible claims handling and customer service, but knowing it has an easy purchasing experience, is of little value. Buying auto insurance with most companies is easier than ever in 2016, and even before technology simplified things, the ease & accuracy of the sales process always depended more on the experience and customer focus of the agent quoting you, not the choice of insurance company. However, this study is useful as a sign of competitive pricing, since a company’s score is a reflection of the satisfaction of auto insurance shoppers with the prices they were quoted by the insurance company. This study considers and rates three categories: price, distribution channel (Website, Local Agent, Call Center Representative), and policy offerings, to determine a company’s numerical score for overall satisfaction in the purchasing experience.
2016: Hartford scored 24 points (on a 1,000 point scale) or 2.4% above the 2016 JD Power Auto Insurance Purchase Experience study average, at 850 out of 1,000 points.
The 2016 U.S. Insurance Shopping Study was based on responses from more than 17,000 shoppers who requested an auto insurance price quote from at least one competitive insurer in the past 9 months and includes more than 50,000 unique customer evaluations of insurers. The study was fielded in April, July & October 2015, and January 2016.
Here is how Hartford rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2016:
Pricing: Five Power Circles (among the best)
Website: Five Power Circles (among the best)
Local Agent: Three Power Circles (about average)
Call Center Representative: Three Power Circles (about average)
Policy Offerings: Five Power Circles (among the best)
Overall Auto Insurance Purchase Satisfaction: Five Power Circles (among the best)
These companies also rated better than average for lower auto insurance rates in the 2016 JD Power Auto Insurance Purchase Experience study: USAA, Erie, Liberty Mutual, American Family, Automobile Club Group, Travelers, Ameriprise, CSAA Insurance Group, and Mercury.
These companies rated worse than average for lower auto insurance rates in the 2016 JD Power Auto Insurance Purchase Experience study: Progressive, Allstate, 21st Century, and MetLife.
2015: Hartford scored 36 points (on a 1,000 point scale) or 3.6% above the 2015 JD Power Auto Insurance Purchase Experience study average, at 869 out of 1,000 points.
The 2015 U.S. Insurance Shopping Study is based on responses from more than 15,600 shoppers who requested an auto insurance price quote from at least one competitive insurer in the past 9 months and includes more than 50,000 unique customer evaluations of insurers. The study was fielded in May, July and October 2014, and January 2015.
Here is how Hartford rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2015:
Pricing: Five Power Circles (among the best)
Website: Five Power Circles (among the best)
Local Agent: Four Power Circles (better than most)
Call Center Representative: Four Power Circles (better than most)
Policy Offerings: Five Power Circles (among the best)
Overall Auto Insurance Purchase Satisfaction: Five Power Circles (among the best)
These companies also rated better than average for lower auto insurance rates in the 2015 JD Power Auto Insurance Purchase Experience study: USAA, Erie, Ameriprise (available through Costco), California State Auto Association, Amica Mutual, Liberty Mutual, Auto Club Group, Travelers, & GEICO.
These companies rated worse than average for lower auto insurance rates in the 2015 JD Power Auto Insurance Purchase Experience study: Progressive, Allied, & Mercury.
2014: Hartford scored 13 points (on a 1,000 point scale) or 1.3% above the 2014 JD Power Auto Insurance Purchase Experience study average, at 834 out of 1,000 points.
Here is how Hartford rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2014:
Pricing: Four Power Circles (better than most)
Website: Three Power Circles (about average)
Local Agent: Two Power Circles (lowest rating)
Call Center Representative: Three Power Circles (about average)
Policy Offerings: Five Power Circles (among the best)
Overall Auto Insurance Purchase Satisfaction: Four Power Circles (better than most)
These companies also rated better than average for lower auto insurance rates in the 2014 JD Power Auto Insurance Purchase Experience study: Ameriprise (available through Costco), USAA, State Farm, Metlife, Liberty Mutual, GEICO, Esurance, and Erie Insurance.
JD Power Auto Insurance Purchase Experience Summary: Hartford received the highest rating for better than average pricing and policy offerings in the 2016 JD Power Auto Insurance Purchase Experience study, but it may be better to get price quotes and buy auto insurance direct from the company through the Hartford website, since the purchase experience through a local agent or a call center representative at the company received average ratings in the 2016 study. However, Hartford sells its coverage through independent agents often representing many companies, so be sure to contact local independent insurance agencies, to help find the best company for you.
Don’t rely only on how Hartford performed in this auto insurance shopping study to tell you if Hartford has better than average auto insurance rates for you. The only way to really know if you are getting a good price or you are paying too much for your auto insurance is to check the rates of all the auto insurance companies providing coverage in your state.
The opinions of people in a survey about the auto insurance rates they were quoted, are not reliable for knowing the company with the best price for you, because so many individual rating factors specific to you are used to determine your insurance rates. A company with a low rate for one person (or even many people) may not have a low rate for you, and vice versa, companies with a reputation for high auto insurance rates may have the best rate for you.
29 out of 30 people contacting an auto insurance company for a price quote may find higher rates than they pay now, but if this is the company saving you a lot of money on your auto insurance coverage, who cares what those 29 out of 30 people think? Even a company receiving the lowest rating of two power circles in the Pricing category in the Auto Insurance Purchase Satisfaction Study, should not stop anyone from seeing what price that auto insurance company can offer them.
4. The Annual JD Power Homeowners Insurance Customer Satisfaction Study
2015: Hartford scored 2 points (on a 1,000 point scale) or .2% above the 2015 JD Power Homeowners Insurance Customer Satisfaction study average, at 789 out of 1,000 points.
Here is how Hartford rated in the five factors used to determine its overall homeowners insurance customer satisfaction score in 2015:
Policy Offerings: Three Power Circles (about average)
Price: Three Power Circles (about average)
Billing & Payment: Three Power Circles (about average)
Contacting the Insurer: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Homeowners Insurance Satisfaction: Three Power Circles (about average)
Chubb and CSAA scored about the same (one point below and two points above respectively) as Hartford in the 2015 JD Power Homeowners Insurance Customer Satisfaction study.
These companies scored .5% or more higher than Hartford in the 2015 JD Power Homeowners Insurance Customer Satisfaction study (from highest scoring company to lowest scoring company): USAA, Amica, Auto-Owners, Erie, Auto Club of Southern California, GEICO, American Family, COUNTRY Financial, Shelter, State Farm, Nationwide, and Allstate.
These companies scored .3% or more lower than Hartford in the 2015 JD Power Homeowners Insurance Customer Satisfaction study (from highest scoring company to lowest scoring company): Progressive, Cincinnati, Mercury, Farmers, Encompass, Automobile Club Group, Metlife, Kemper, Liberty Mutual, Safeco, Travelers, and Hanover.
2014: Hartford scored 5 points (on a 1,000 point scale) or .5% above the 2014 JD Power Homeowners Insurance Customer Satisfaction study average, at 795 out of 1,000 points.
Here is how Hartford rated in the five factors used to determine its overall homeowners insurance customer satisfaction score in 2014:
Policy Offerings: Three Power Circles (about average)
Price: Four Power Circles (better than most)
Billing & Payment: Three Power Circles (about average)
Interaction: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Homeowners Insurance Satisfaction: Three Power Circles (about average)
These companies scored .9% or more higher than Hartford in the 2014 JD Power Homeowners Insurance Customer Satisfaction study: USAA, Amica, Auto-Owners, State Farm, Erie, American Family, and Auto Club of Southern California.
These companies scored 1.5% or more lower than Hartford in the 2014 JD Power Homeowners Insurance Customer Satisfaction study: Nationwide, Safeco, Farmers, Metlife, Liberty Mutual, Travelers, Auto Club, Progressive, and The Hanover.
2013: Hartford scored the same as the 2013 JD Power Homeowners Insurance Customer Satisfaction study average, at 787 out of 1,000 points.
These companies scored .8% or more higher than Hartford in the 2013 JD Power Homeowners Insurance Customer Satisfaction study: USAA, Amica, State Farm, Auto-Owners, Erie, Automobile Club of Southern California, Encompass, American Family, Progressive, and Country.
These companies scored .7% or more lower than Hartford in the 2013 JD Power Homeowners Insurance Customer Satisfaction study: Nationwide, Metlife, Safeco, Auto Club, Chubb, The Hanover, Farmers, Liberty Mutual, and Travelers.
2012: Hartford scored 2 points (on a 1,000 point scale) or .2% above the 2012 JD Power Homeowners Insurance Customer Satisfaction study average, at 787 out of 1,000 points.
These companies scored .7% or more higher than Hartford in the 2012 JD Power Homeowners Insurance Customer Satisfaction study: USAA, Amica, Auto Club of Southern California, Erie, American Family, Shelter, Cincinnati Insurance, State Farm, Nationwide, Auto-Owners, Chubb, and Country.
These companies scored .5% or more lower than Hartford in the 2012 JD Power Homeowners Insurance Customer Satisfaction study: Allstate, Mercury, Auto Club, CSAA/AAA NCNU, The Hanover, Liberty Mutual, Metlife, Farmers, and Travelers.
Homeowners Insurance Customer Satisfaction Summary: Hartford scored .2% above, the same as, .5% above, and .2% above the national average each year in the 2012, 2013, 2014 & 2015 studies respectively, showing a trend of about average satisfaction in the national JD Power Homeowners Insurance Customer Satisfaction study.
5. The Annual JD Power Property Claims Satisfaction Study
2016: Hartford scored 6 points (on a 1,000 point scale) or .6% below the 2016 US Property Claims Satisfaction study average, at 840 out of 1,000 points. The 2016 Property Claims Satisfaction Study is based on more than 5,700 responses from homeowners insurance customers who filed a property claim between January 2014 & December 2015. Hartford was the second lowest scoring company in the 2016 US Property Claims Satisfaction study, with many companies scoring much better than The Hartford.
Here is how Hartford rated in the five factors used to determine its overall property claims satisfaction score in 2016:
First Notice of Loss: Three Power Circles (about average)
Service Interaction: Two Power Circles (lowest rating)
Estimation Process: Two Power Circles (lowest rating)
Repair Process: Four Power Circles (better than most)
Settlement: Three Power Circles (about average)
Overall Property Claims Satisfaction: Three Power Circles (about average)
The companies scored about the same (from 4 points (.4%) above to 3 points (.3%) below) as Hartford in the 2016 US Property Claims Satisfaction study (from highest scoring company to lowest scoring company): Travelers, Auto-Owners, and MAPFRE (Commerce).
These companies scored .7% or more higher than Hartford in the 2016 US Property Claims Satisfaction study (from highest scoring company to lowest scoring company): Amica, Auto Club of Southern California, USAA, Country, Encompass, Erie, Safeco, State Farm, Liberty Mutual, The Hanover, Nationwide, American Family, Chubb, California State Auto Association (CSAA), Farmers, Allstate, Metlife, Travelers, Auto-Owners, Hartford, and MAPFRE (Commerce).
2015: Hartford scored the same as the 2015 US Property Claims Satisfaction study average, at 851 out of 1,000 points. The 2015 Property Claims Satisfaction Study was based on more than 6,100 responses from homeowners insurance customers who filed a property claim between January 2013 & December 2014.
Here is how Hartford rated in the five factors used to determine its overall property claims satisfaction score in 2015:
First Notice of Loss: Three Power Circles (about average)
Service Interaction: Three Power Circles (about average)
Estimation Process: Four Power Circles (better than most)
Repair Process: Two Power Circles (lowest rating)
Settlement: Three Power Circles (about average)
Overall Property Claims Satisfaction: Three Power Circles (about average)
These companies scored .5% or more higher than Hartford in the 2015 US Property Claims Satisfaction study: USAA, Amica, Nationwide, Country, Erie, Chubb, Travelers, CSAA/AAA NCNU, Encompass, and Allstate.
These companies scored 1% or more lower than Hartford in the 2015 US Property Claims Satisfaction study: American Family, The Hanover, Auto-Owners, and Auto Club.
2014: scored 4 points (on a 1,000 point scale) or .4% above the 2014 JD Power Property Claims Satisfaction study average, at 844 out of 1,000 points.
These companies scored 1% or more higher than Hartford in the 2014 JD Power Property Claims Satisfaction study: USAA, Amica, Erie, Nationwide, and Auto-Owners.
These companies scored .8% or more lower than Hartford in the 2014 JD Power Property Claims Satisfaction study: Allstate, State Farm, CHUBB, Travelers, CSAA/AAA NCNU, Auto Club of Southern California, American Family, and Auto Club.
2013: Hartford scored 26 points (on a 1,000 point scale) or 2.6% above the 2013 JD Power Property Claims Satisfaction study average, at 858 out of 1,000 points.
These companies scored .9% or more higher than Hartford in the 2013 JD Power Property Claims Satisfaction study: Amica, USAA, Chubb, and Encompass.
These companies scored .5% or more lower than Hartford in the 2013 JD Power Property Claims Satisfaction study: Auto Club of Southern California, Metlife, Auto-Owners, American Family, Liberty Mutual, Allstate, Travelers, State Farm, Farmers, CSAA/AAA NCNU, and Safeco.
2012: Hartford scored 8 points (on a 1,000 point scale) or .8% above the 2012 JD Power Property Claims Satisfaction study average, at 841 out of 1,000 points.
These companies scored .5% or more higher than Hartford in the 2012 JD Power Property Claims Satisfaction study: USAA, Amica, Auto-Owners, Nationwide, Erie, Chubb, Auto Club of Southern California, Country, and State Farm.
These companies scored .6% or more lower than Hartford in the 2012 JD Power Property Claims Satisfaction study: Safeco, Travelers, Allstate, Liberty Mutual, Metlife, Farmers, and The Hanover.
Homeowners Insurance Claims Satisfaction Summary: Hartford scored .8% above, 2.6% above, .4% above, the same as, and .6% below the national average each year in the 2012, 2013, 2014, 2015 & 2016 studies respectively, showing a trend of about average satisfaction in most years for the national JD Power Property Claims Satisfaction study.
6. JD Power 2012-2016 Insurance Studies Summary for Hartford
Below I rate the performance of Hartford for auto insurance customer satisfaction, auto insurance claims satisfaction, homeowners insurance customer satisfaction, & homeowners insurance claims satisfaction as consistently average, better than average, or worse than average, based on its JD Power scores & ratings from 2012 to 2015. You can refer to each study’s analysis above for specific performance.
Auto & homeowners insurance pricing performance is determined as average, better than average, or worse than average, based on the Hartford ratings for the category of Pricing in the most recent JD Power auto or homeowners insurance customer satisfaction study.
Auto Insurance Customer Satisfaction — California region: Better than average
Auto Insurance Customer Satisfaction — Florida region: Worse than average
Auto Insurance Customer Satisfaction — New York region: Worse than average
Auto Insurance Customer Satisfaction — Texas region: Hartford was not a company rated in this region.
Auto Insurance Customer Satisfaction — Central (AR, IA, KS, MN, MO, NE, ND, OK, SD) region: Average
Auto Insurance Customer Satisfaction — Mid-Atlantic (DC, DE, MD, NJ, PA, VA, WV) region: Better than average
Auto Insurance Customer Satisfaction — North Central (IL, IN, MI, OH, WI) region: Average
Auto Insurance Customer Satisfaction — New England (CT, ME, MA, NH, RI, VT) region: Average
Auto Insurance Customer Satisfaction — Northwest (ID, MT, OR, WA, WY) region: Average
Auto Insurance Customer Satisfaction — Southwest (AZ, CO, NV, NM, UT) region: Average
Auto Insurance Customer Satisfaction — Southeast (AL, GA, KY, LA, MS, NC, SC, TN) region: Hartford was not a company rated in this region.
Auto Insurance Claims Satisfaction:
Better than average in the states of Arizona, California, Colorado, Delaware, District of Columbia, Illinois, Indiana, Maryland, Michigan, Nevada, New Jersey, New Mexico, Ohio, Pennsylvania, Utah, Virginia, West Virginia, & Wisconsin.
Average in the states of Arkansas, Connecticut, Florida, Idaho, Iowa, Kansas, Maine, Massachusetts, Maryland, Minnesota, Missouri, Montana, Nebraska, New Hampshire, New York, North Dakota, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Dakota, Vermont, Washington, & Wyoming
Worse than average in no state, but Hartford was not rated in the regional studies covering these states: AL, GA, KY, LA, MS, NC, SC, TN, & TX.
Better than average among Hartford auto insurance policyholders across the USA.
Homeowners Insurance Customer Satisfaction: Average
Homeowners Insurance Claims Satisfaction: Average
Hartford Auto & Homeowners Insurance Rates
Auto Insurance Pricing:
Better than average in the states of Arkansas, California, Delaware, District of Columbia, Idaho, Illinois, Indiana, Iowa, Kansas, Maryland, Michigan, Minnesota, Missouri, Montana, Nebraska, New Jersey, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, South Dakota, Virginia, Washington, West Virginia, Wisconsin, & Wyoming
Average in the states of Arizona, Colorado, Connecticut, Florida, Maine, Massachusetts, Nevada, New Hampshire, New Mexico, Rhode Island, Utah, and Vermont.
Worse than average in the state of New York.
Better than average among auto insurance shoppers across the USA.
Hartford was not rated in the regional studies covering these states: AL, GA, KY, LA, MS, NC, SC, TN, & TX.
Homeowners Insurance Pricing: Average ( Down from better than average in 2014)
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