This review will analyze the JD Power ratings & numerical scores for Nationwide auto, homeowners, and life 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 Nationwide auto, home, or life insurance has a better-than-average, average, or below-average performance in JD Power studies from 2012-2016, and how Nationwide compares to leading competitors, like State Farm, Allstate, Progressive, GEICO, Farmers, American Family, Travelers, 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 Nationwide Insurance, compares Nationwide 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 #7 to see if Nationwide 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:
Nationwide received the rating of three power circles (about average) for Overall Auto Insurance Customer Satisfaction in the Southeast region of the 2015 JD Power U.S. Auto Insurance Customer Satisfaction Study, but for the factors of claims and customer interaction in this 2015 region study, Liberty Mutual received the lowest rating of two power circles. Is a company really about average for auto insurance customer satisfaction if its customers give it a below average rating for communicating with them and handling auto insurance claims?
It’s important to know how Nationwide 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 Nationwide 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 California region of the 2015 JD Power U.S. Auto Insurance Customer Satisfaction Study, Nationwide & GEICO both rated three power circles (about average) for overall auto insurance customer satisfaction, but GEICO scored 26 points (2.6%) higher than Nationwide, showing GEICO provides a higher level of satisfaction than Nationwide, in spite of GEICO & Nationwide having the same JD Power rating.
In the New York region of the 2015 JD Power U.S. Auto Insurance Customer Satisfaction Study, Nationwide scored only 4 points (on a 1,000 point scale) higher than New York Central Mutual, but New York Central Mutual received the lowest rating of two power circles for overall auto insurance customer satisfaction, and Nationwide rated higher at three power circles (about average) for overall auto insurance customer satisfaction, even though Nationwide & New York Central 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 Nationwide compared to other leading insurance companies & the industry average, so it will be easy for you to see if Nationwide is performing average, better than average, or worse than average, and which companies perform better or worse than Nationwide.
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.
The detailed information in this review compares Nationwide auto, home, & life insurance to the industry average and competing companies for customer service, claims processing performance, and insurance rates, but if If you don’t want to read all the details, you can go to this review on my website here, to see at a glance if Nationwide consistently performs better than average, average, or worse than average for customer service, claims, and pricing, and compare Nationwide to over 40 other U.S. auto & home insurance companies.
If you find this review useful, please like it on Facebook & share the link to this review or my site with your friends & family through social media. Bookmark this page for updates as new JD Power studies are published each year.
Nationwide JD Power Auto & Home Insurance Ratings for 2012, 2013, 2014, 2015, & 2016
I’ll compare the numerical scores (instead of the power circle rating) for Nationwide auto & home insurance, to the industry average and the scores of competing insurance companies, for each JD Power insurance study (2012-2016) where it was rated. Nationwide 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. The Annual JD Power Life Insurance Customer Satisfaction Study
7. JD Power 2012-2015 Auto & Home Insurance Studies Summary for Nationwide
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
Nationwide is rated in all but one of the eleven regional studies composing the annual JD Power US Auto Insurance Customer Satisfaction Study. If you live in one of the Southwest region states(AZ, CO, NV, NM, UT), where Nationwide is not rated, the results for Nationwide in other regions may still be a good proxy for how Nationwide performs in your state.
Scroll down to see how Nationwide performed in your state:
California Region (State of CA only)
2015: Nationwide scored 17 points (on a 1,000 point scale) or 1.7% below the 2015 California region average, at 786 out of 1,000 points.
Here is how Nationwide rated in the California 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: Two Power Circles (lowest rating)
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)
Safeco, Liberty Mutual, 21st Century, and Mercury scored about the same (within 5 points) as Nationwide in the 2015 California Region study.
These companies scored .7% or more higher than Nationwide in the 2015 California Region study (from highest scoring company to lowest scoring company): USAA, Wawanesa, Hartford, Auto Club of Southern California, Ameriprise, State Farm, Esurance, GEICO, Progressive, Allstate, CSAA, and Farmers.
These companies scored 1.8% or more lower than Nationwide in the 2015 California Region study (from highest scoring company to lowest scoring company): Travelers & Infinity.
2014: Nationwide scored 19 points (on a 1,000 point scale) or 1.9% below the 2014 California region average, at 776 out of 1,000 points.
Here is how Nationwide rated in the California 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: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 1.5% or more higher than Nationwide in the 2014 California Region study: USAA, Wawanesa, Ameriprise, Auto Club of Southern California, The Hartford, State Farm, GEICO, and Allstate.
These companies scored .4% or more lower than Nationwide in the 2014 California Region study: Farmers, 21st Century, and Travelers.
2013: Nationwide scored 16 points (on a 1,000 point scale) or 1.6% below the 2013 California region average, at 761 out of 1,000 points.
These companies scored 1.9% or more higher than Nationwide in the 2013 California Region study: USAA, Wawanesa, State Farm, The Hartford, Auto Club of Southern California, GEICO, Ameriprise, Safeco, Progressive, CSAA/AAA NCNU, Allstate, and Liberty Mutual.
These companies scored .9% or more lower than Nationwide in the 2013 California Region study: 21st Century, Travelers, Kemper, Farmers, and Infinity P&C.
2012: Nationwide scored 24 points (on a 1,000 point scale) or 2.4% below the 2012 California region average, at 761 out of 1,000 points.
These companies scored 2.5% or more higher than Nationwide in the 2012 California Region study: USAA, Wawanesa, Auto Club of Southern California, State Farm, GEICO, The Hartford, Ameriprise, and Safeco.
These companies scored .4% or more lower than Nationwide in the 2012 California Region study: 21st Century, Farmers, and Infinity P&C.
California Region Auto Insurance Satisfaction Summary: Nationwide scored 2.4%, 1.6%, 1.9%, and 1.7% below the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of below average auto insurance customer satisfaction in California.
Florida Region (State of FL Only)
2015: Nationwide scored 26 points (on a 1,000 point scale) or 2.6% below the 2015 Florida region average, at 803 out of 1,000 points.
Here is how Nationwide 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: 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)
The Hartford scored about the same (two points below) as Nationwide in the 2015 Florida Region study.
These companies scored 1.1% or more higher than Nationwide 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 .6% or more lower than Nationwide in the 2015 Florida Region study (from highest scoring company to lowest scoring company): 21st Century, Auto-Owners, Travelers, Esurance, and Safeco.
2014: Nationwide scored 33 points (on a 1,000 point scale) or 3.3% below the 2014 Florida region average, at 772 out of 1,000 points. Nationwide was the second lowest scoring company in the 2014 Florida region study, with the next lowest scoring company, Safeco, scoring 8 points or .8% higher than Nationwide.
Here is how Nationwide rated in the Florida Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
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: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 3.2% or more higher than Nationwide in the 2014 Florida Region study: USAA, The Hartford, Auto-Owners, Progressive, MetLife, Allstate, State Farm, and GEICO.
These companies scored 1% lower than Nationwide in the 2014 Florida Region study: 21st Century.
2013: Nationwide scored 12 points (on a 1,000 point scale) or 1.2% below the 2013 Florida region average, at 778 out of 1,000 points.
These companies scored 1% or more higher than Nationwide in the 2013 Florida Region study: USAA, Metlife, The Hartford, State Farm, Auto-Owners, Allstate, Progressive, and GEICO.
These companies scored .4% or more lower than Nationwide in the 2013 Florida Region study: Liberty Mutual, 21st Century, Travelers, Esurance, and Infinity P&C.
2012: Florida did not have its own regional study, and was included in the Southeast region study in 2012 (see below).
Florida Region Auto Insurance Satisfaction Summary: Nationwide scored 1.2%, 3.3%, and 2.6% below the region average each year in the 2013, 2014, & 2015 studies respectively, showing a trend of below average auto insurance customer satisfaction in Florida.
New York Region (State of NY only)
2015: Nationwide scored 7 points (on a 1,000 point scale) or .7% below the 2015 New York region average, at 806 out of 1,000 points.
Here is how Nationwide rated in the New York 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: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Four Power Circles (better than most)
Claims: Four Power Circles (better than most)
Overall Customer Satisfaction: Three Power Circles (about average)
Allstate and New York Central Mutual scored about the same (one point below and four points below respectively) as Nationwide in the 2015 New York Region study.
These companies scored 1.2% or more higher than Nationwide in the 2015 New York Region study (from highest scoring company to lowest scoring company): USAA, State Farm, GEICO, and Travelers.
These companies scored .7% or more lower than Nationwide in the 2015 New York Region study (from highest scoring company to lowest scoring company): Metlife, Liberty Mutual, Progressive, and Hartford.
2014: Nationwide scored 11 points (on a 1,000 point scale) or 1.1% below the 2014 New York region average, at 794 out of 1,000 points.
Here is how Nationwide rated in the New York Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 1.6% or more higher than Nationwide in the 2014 New York Region study: USAA, GEICO, State Farm, New York Central Mutual, and The Hartford.
These companies scored 2.1% lower than Nationwide in the 2014 New York Region study: Progressive.
2013: Nationwide scored 25 points (on a 1,000 point scale) or 2.5% below the 2013 New York region average, at 751 out of 1,000 points. Nationwide was the lowest scoring company in the 2013 New York region study.
These companies scored 2.7% or more higher than Nationwide in the 2013 New York Region study: USAA, New York Central Mutual, State Farm, Travelers, Liberty Mutual, and The Hartford.
These companies scored lower than Nationwide in the 2013 New York Region study: None.
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: In spite of improving scores each year and movement towards the average, Nationwide scored 2.5%, 1.1%, and .7% below the region average each year in the 2013, 2014, & 2015 studies respectively, showing a trend of below average auto insurance customer satisfaction in New York.
Texas Region (State of TX only)
2015: Nationwide scored 35 points (on a 1,000 point scale) or 3.5% below the 2015 Texas region average, at 797 out of 1,000 points.
Here is how Nationwide rated in the Texas 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: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored .8% or more higher than Nationwide in the 2015 Texas Region study (from highest scoring company to lowest scoring company): USAA, Texas Farm Bureau, State Farm, Progressive, GEICO, Farmers and Allstate.
These companies scored .5% lower than Nationwide in the 2015 Texas Region study (from highest scoring company to lowest scoring company): Liberty Mutual.
2014: Nationwide scored 22 points (on a 1,000 point scale) or 2.2% below the 2014 Texas region average, at 798 out of 1,000 points.
Here is how Nationwide rated in the Texas Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
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: Five Power Circles (among the best)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 1.5% or more higher than Nationwide in the 2014 Texas Region study: USAA, Texas Farm Bureau, Allstate, State Farm, GEICO, and Progressive.
These companies scored 1.3% lower than Nationwide in the 2014 Texas Region study: Liberty Mutual.
2013: Nationwide scored 1 point (on a 1,000 point scale) or .1% below the 2013 Texas region average, at 796 out of 1,000 points.
These companies scored .8% or more higher than Nationwide in the 2013 Texas Region study: USAA, Texas Farm Bureau, GEICO, State Farm, Allstate, Liberty Mutual, and Progressive.
These companies scored 2.8% lower than Nationwide in the 2013 Texas Region study: Farmers.
2012: Texas did not have its own regional study, and was included in the Central region study in 2012 (see below).
Texas Region Auto Insurance Satisfaction Summary: Nationwide scored .1%, 2.2%, and 3.5% below the region average each year in the 2013, 2014, & 2015 studies respectively, showing a trend of below average auto insurance customer satisfaction over the last two years in Texas.
Central Region (AR, IA, KS, MN, MO, NE, ND, OK, SD) (including TX in 2012 study only)
2015: Nationwide scored 31 points (on a 1,000 point scale) or 3.1% below the 2015 Central region average, at 789 out of 1,000 points. Nationwide was the second lowest scoring company in the 2015 Central Region study, beating Travelers, the lowest scoring company, by only one point.
Here is how Nationwide rated in the Central 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)
Travelers scored about the same (one point below) as Nationwide in the 2015 Central Region study.
These companies scored .9% or more higher than Nationwide in the 2015 Central Region study (from highest scoring company to lowest scoring company): USAA, Auto-Owners, Shelter, State Farm, American Family, Allstate, Farmers, GEICO, Hartford, Safeco, Auto Club of Southern California, Progressive, Farm Bureau Mutual, and Liberty Mutual.
2014: Nationwide scored 31 points (on a 1,000 point scale) or 3.1% below the 2014 Central region average, at 789 out of 1,000 points. Nationwide was the second lowest scoring company in the 2014 Central region study, with the next lowest scoring company, Farmers, scoring 7 points or .7% higher than Nationwide.
Here is how Nationwide rated in the Central Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
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)
These companies scored 2.5% or more higher than Nationwide in the 2014 Central Region study: USAA, Auto-Owners, Shelter, State Farm, GEICO, Farm Bureau Mutual, American Family, Safeco, and The Hartford.
These companies scored .1% lower than Nationwide in the 2014 Central Region study: Progressive.
2013: Nationwide scored 21 points (on a 1,000 point scale) or 2.1% below the 2013 Central region average, at 780 out of 1,000 points. Nationwide was the lowest scoring company in the 2013 Central region study.
These companies scored 2.6% or more higher than Nationwide in the 2013 Central Region study: USAA, State Farm, Auto-Owners, Shelter, American Family, The Hartford, Farm Bureau Mutual, and GEICO.
These companies scored lower than Nationwide in the 2013 Central Region study: None.
2012: Nationwide scored 12 points (on a 1,000 point scale) or 1.2% below the 2012 Central region average, at 799 out of 1,000 points.
These companies scored .5% or more higher than Nationwide in the 2012 Central Region study: USAA, Texas Farm Bureau, State Farm, GEICO, American Family, and Shelter.
These companies scored .4% or more lower than Nationwide in the 2012 Central Region study: AAA Missouri/Texas, Progressive, Allstate, Safeco, Farmers, Travelers, Farm Bureau Mutual, and Liberty Mutual.
Central Region Auto Insurance Satisfaction Summary: Nationwide scored 1.2%, 2.1%, 3.1%, and 3.1% (again) below the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a strong trend of below average auto insurance customer satisfaction in 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: Nationwide scored 20 points (on a 1,000 point scale) or 2% below the 2015 Mid-Atlantic region average, at 802 out of 1,000 points.
Here is how Nationwide rated in the Mid-Atlantic 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: Three Power Circles (about average)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
Liberty Mutual and Plymouth Rock Assurance scored about the same (one point below) as Nationwide in the 2015 Mid-Atlantic Region study.
These companies scored .9% or more higher than Nationwide in the 2015 Mid-Atlantic Region study (from highest scoring company to lowest scoring company): USAA, NJM Insurance, Erie, Hartford, State Farm, GEICO, Allstate, Travelers, and Progressive.
These companies scored 2.1% lower than Nationwide in the 2015 Mid-Atlantic Region study (from highest scoring company to lowest scoring company): 21st Century.
2014: Nationwide scored 11 points (on a 1,000 point scale) or 1.1% below the 2014 Mid-Atlantic region average, at 795 out of 1,000 points.
Here is how Nationwide rated in the Mid-Atlantic 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: Two Power Circles (lowest rating)
Interaction: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 1.4% or more higher than Nationwide in the 2014 Mid-Atlantic Region study: USAA, NJ Manufacturers, The Hartford, Erie, GEICO, and State Farm.
These companies scored .6% or more lower than Nationwide in the 2014 Mid-Atlantic Region study: Progressive, Travelers, 21st Century, Plymouth Rock Assurance NJ (High Point), and Liberty Mutual.
2013: Nationwide scored 5 points (on a 1,000 point scale) or .5% below the 2013 Mid-Atlantic region average, at 797 out of 1,000 points.
These companies scored 1.4% or more higher than Nationwide in the 2013 Mid-Atlantic Region study: USAA, NJ Manufacturers, State Farm, Erie, GEICO, and The Hartford.
These companies scored 2.8% or more lower than Nationwide in the 2013 Mid-Atlantic Region study: Liberty Mutual, Plymouth Rock Assurance NJ (High Point), and 21st Century.
2012: Nationwide scored 7 points (on a 1,000 point scale) or .7% below the 2012 Mid-Atlantic region average, at 800 out of 1,000 points.
These companies scored 1.3% or more higher than Nationwide in the 2012 Mid-Atlantic Region study: USAA, NJ Manufacturers, Erie, and State Farm.
These companies scored .9% or more lower than Nationwide in the 2012 Mid-Atlantic Region study: GEICO, Allstate, Liberty Mutual, 21st Century, and High Point Insurance.
Mid-Atlantic Region Auto Insurance Satisfaction Summary: Nationwide scored .7%, .5%, 1.1%, and 2% below the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of below average auto insurance customer satisfaction in the Mid-Atlantic region states of DC, DE, MD, NJ, PA, VA, and WV.
North Central Region (IL, IN, MI, OH, WI)
2015: Nationwide scored 20 points (on a 1,000 point scale) or 2% above the 2015 North Central region average, at 828 out of 1,000 points.
Here is how Nationwide rated in the North Central 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: 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)
These companies scored .6% or more higher than Nationwide in the 2015 North Central Region study (from highest scoring company to lowest scoring company): USAA and Auto-Owners.
These companies scored .6% or more lower than Nationwide in the 2015 North Central Region study (from highest scoring company to lowest scoring company): COUNTRY Financial, Indiana Farm Bureau, Hartford, American Family, State Farm, Erie, Progressive, Farmers, GEICO, Allstate, Grange, Liberty Mutual, Metlife, Michigan Farm Bureau, Automobile Club Group (AAA), Hanover, and Safeco.
2014: Nationwide scored 7 points (on a 1,000 point scale) or .7% below the 2014 North Central region average, at 809 out of 1,000 points.
Here is how Nationwide 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: Two Power Circles (lowest rating)
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)
These companies scored .9% or more higher than Nationwide in the 2014 North Central Region study: USAA, Auto-Owners, State Farm, Grange, Erie, Country, and The Hartford.
These companies scored .9% or more lower than Nationwide in the 2014 North Central Region study: Allstate, Farmers, Automobile Club, The Hanover, and Metlife.
2013: Nationwide scored 1 point (on a 1,000 point scale) or .1% below the 2013 North Central region average, at 796 out of 1,000 points.
These companies scored .7% or more higher than Nationwide in the 2013 North Central Region study: USAA, Auto-Owners, State Farm, Erie, Michigan Farm Bureau, and The Hartford.
These companies scored .6% or more lower than Nationwide in the 2013 North Central Region study: American Family, Allstate, Country, Liberty Mutual, Farmers, Progressive, Auto Club, and The Hanover.
2012: Nationwide scored 22 points (on a 1,000 point scale) or 2.2% below the 2012 North Central region average, at 782 out of 1,000 points.
These companies scored 2.3% or more higher than Nationwide in the 2012 North Central Region study: USAA, Auto-Owners, State Farm, Erie, Country, Grange, and GEICO.
These companies scored .5% or more lower than Nationwide in the 2012 North Central Region study: The Hartford and Farmers.
North Central Region Auto Insurance Satisfaction Summary: With improving scores each year, Nationwide scored 2.2% below, .1% below, .7% below, and 2% above the north central region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing inconsistent auto insurance customer satisfaction in the average to better than average range over the last three years, for the north central region states of IL, IN, MI, OH, and WI.
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: Nationwide scored 23 points (on a 1,000 point scale) or 2.3% below the 2015 New England region average, at 778 out of 1,000 points. Nationwide was the fourth lowest scoring company in the 2015 New England Region study, with a score similar to the three lowest scoring companies.
Here is how Nationwide 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: Two Power Circles (lowest rating)
Billing & Payment: Three Power Circles (about average)
Interaction: Three Power Circles (about average)
Claims: Four Power Circles (better than most)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
Plymouth Rock Assurance, Arbella, and MAPFRE-Commerce scored about the same (from one point below to four points below) as Nationwide in the 2015 New England Region study.
These companies scored .8% or more higher than Nationwide in the 2015 New England Region study (from highest scoring company to lowest scoring company): USAA, Amica, State Farm, Allstate, Liberty Mutual, GEICO, Progressive, Hartford, Metlife, Safety, Travelers, and Safeco.
2014: Nationwide scored 19 points (on a 1,000 point scale) or 1.9% above the 2014 New England region average, at 814 out of 1,000 points.
Here is how Nationwide rated in the New England 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: Three Power Circles (about average)
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 1.9% or more higher than Nationwide in the 2014 New England Region study: USAA, Amica, and State Farm.
These companies scored 1.2% or more lower than Nationwide in the 2014 New England Region study: The Hartford, Allstate, Progressive, GEICO, Liberty Mutual, Plymouth Rock Assurance, MAPFRE-Commerce Insurance, Arbella, Travelers, Safety Insurance, Metlife, and The Hanover.
2013: Nationwide scored 18 points (on a 1,000 point scale) or 1.8% above the 2013 New England region average, at 787 out of 1,000 points.
These companies scored .6% or more higher than Nationwide in the 2013 New England Region study: USAA, Amica, GEICO, State Farm, and The Hartford.
These companies scored .5% or more lower than Nationwide 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: Nationwide scored 17 points (on a 1,000 point scale) or 1.7% below the 2012 Northeast region average, at 767 out of 1,000 points.
These companies scored 1.9% or more higher than Nationwide in the 2012 Northeast Region study: USAA, Amica, New York Central Mutual, GEICO, Liberty Mutual, State Farm, and Progressive.
These companies scored .5% or more lower than Nationwide in the 2012 Northeast Region study: Metlife, The Hartford, Allstate, Plymouth Rock Assurance, Commerce (MAPFRE), Safety, The Hanover, and Arbella.
New England Region Auto Insurance Satisfaction Summary: With a large drop in its score from 2014 to 2015, Nationwide scored 1.7% below, 1.8% above, 1.9% above, and 2.3% below the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing inconsistent auto insurance customer satisfaction over the last four years, and worse than average satisfaction in the most recent year of 2015, for 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: Nationwide scored 36 points (on a 1,000 point scale) or 3.6% below the 2015 Northwest region average, at 781 out of 1,000 points.
Here is how Nationwide rated in the Northwest 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)
These companies scored 1.3% or more higher than Nationwide in the 2015 Northwest Region study (from highest scoring company to lowest scoring company): USAA, Pemco, State Farm, Farmers, GEICO, Hartford, American Family, Allstate, Safeco, and Progressive.
These companies scored 2.3% lower than Nationwide in the 2015 Northwest Region study (from highest scoring company to lowest scoring company): Liberty Mutual.
2014: Nationwide scored 14 points (on a 1,000 point scale) or 1.4% below the 2014 Northwest region average, at 798 out of 1,000 points.
Here is how Nationwide rated in the Northwest 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: Two Power Circles (lowest rating)
Interaction: Two Power Circles (lowest rating)
Claims: Four Power Circles (better than most)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 2% or more higher than Nationwide in the 2014 Northwest Region study: USAA, PEMCO, The Hartford, State Farm, Mutual of Enumclaw, and American Family.
These companies scored .9% or more lower than Nationwide in the 2014 Northwest Region study: Allstate and Liberty Mutual.
2013: Nationwide scored 12 points (on a 1,000 point scale) or 1.2% below the 2013 Northwest region average, at 780 out of 1,000 points.
These companies scored 1.5% or more higher than Nationwide in the 2013 Northwest Region study: USAA, PEMCO, The Hartford, Mutual of Enumclaw, State Farm, and American Family.
These companies scored .9% or more lower than Nationwide in the 2013 Northwest Region study: Safeco and Farmers.
2012: Nationwide scored 42 points (on a 1,000 point scale) or 4.2% below the 2012 West region average, at 768 out of 1,000 points. Nationwide was the lowest scoring company in the 2012 West region study, with the next lowest scoring company, Liberty Mutual, scoring 16 points or 1.6% higher than Nationwide.
These companies scored 3.5% or more higher than Nationwide in the 2012 West Region study: USAA, State Farm, GEICO, American Family, and The Hartford.
These companies scored lower than Nationwide in the 2012 West Region study: None.
Northwest Region Auto Insurance Satisfaction Summary: Nationwide scored 4.2%, 1.2%, 1.4%, and 3.6% below the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a strong trend of below average auto insurance customer satisfaction in the Northwest region states of ID, MT, OR, WA, and WY.
Southeast Region (AL, GA, KY, LA, MS, NC, SC, TN), including FL in the 2012 study only.
2015: Nationwide scored 11 points (on a 1,000 point scale) or 1.1% below the 2015 Southeast region average, at 814 out of 1,000 points.
Here is how Nationwide rated in the Southeast 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: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Three Power Circles (about average)
GEICO scored about the same (two points above) as Nationwide in the 2015 Southeast Region study.
These companies scored .8% or more higher than Nationwide in the 2015 Southeast Region study (from highest scoring company to lowest scoring company): USAA, Tennessee Farm Bureau, Alfa, Allstate, Progressive, North Carolina Farm Bureau, Kentucky Farm Bureau, State Farm, and Auto-Owners.
These companies scored .6% or more lower than Nationwide in the 2015 Southeast Region study (from highest scoring company to lowest scoring company): Travelers, Liberty Mutual, and Safeco.
2014: Nationwide scored 18 points (on a 1,000 point scale) or 1.8% below the 2014 Southeast region average, at 798 out of 1,000 points. Nationwide was the second lowest scoring company in the 2014 Southeast region study, with the next lowest scoring company, Travelers, scoring 7 points or .7% higher than Nationwide.
Here is how Nationwide rated in the Southeast Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
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: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 1.9% or more higher than Nationwide in the 2014 Southeast Region study: USAA, Tennessee Farm Bureau, North Carolina Farm Bureau, Auto-Owners, Alfa, Kentucky Farm Bureau, GEICO, Liberty Mutual, State Farm, and Progressive.
These companies scored .4% lower than Nationwide in the 2014 Southeast Region study: Allstate.
2013: Nationwide scored 5 points (on a 1,000 point scale) or .5% below the 2013 Southeast region average, at 799 out of 1,000 points.
These companies scored 1.1% or more higher than Nationwide in the 2013 Southeast Region study: USAA, Tennessee Farm Bureau, State Farm, North Carolina Farm Bureau, Auto-Owners, Alfa, and Liberty Mutual.
These companies scored .8% or more lower than Nationwide in the 2013 Southeast Region study: GEICO, GMAC (Now called National General), Progressive, Travelers, Allstate, and Kentucky Farm Bureau.
2012: Nationwide scored 17 points (on a 1,000 point scale) or 1.7% below the 2012 Southeast region average, at 797 out of 1,000 points.
These companies scored 1.7% or more higher than Nationwide in the 2012 Southeast Region study: USAA, Tennessee Farm Bureau, North Carolina Farm Bureau, State Farm, GEICO, and Kentucky Farm Bureau.
These companies scored .7% or more lower than Nationwide in the 2012 Southeast Region study: Travelers, Farmers, GMAC (Now called National General), 21st Century, Safeco, and Direct General.
Southeast Region Auto Insurance Satisfaction Summary: In spite of an improved score from 2014 to 2015, Nationwide scored 1.7%, .5%, 1.8%, and 1.1% below the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of below average auto insurance customer satisfaction in the Southeast region states of AL, GA, KY, LA, MS, NC, SC, and TN.
2. The Annual JD Power Auto Insurance Claims Satisfaction Study
2015: Nationwide scored 9 points (on a 1,000 point scale) or .9% above the 2015 US auto claims satisfaction study average, at 866 out of 1,000 points.
Here is how Nationwide 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: Four Power Circles (better than most)
Appraisal: Four Power Circles (better than most)
Repair Process: Four Power Circles (better than most)
Rental Car Experience: Three Power Circles (about average)
Settlement: Three Power Circles (about average)
Overall Auto Claims Satisfaction: Four Power Circles (better than most)
These insurance companies scored only slightly above (five points and four points respectively) than Nationwide 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 Hartford.
These insurance companies scored 1.9% or more higher than Nationwide 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 only slightly lower (from .4% to .8% below) than Nationwide 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, and State Farm.
These insurance companies scored 1.2% or more lower than Nationwide in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): GEICO, Liberty Mutual, Progressive, Country Financial, Mercury, Travelers, CSAA Insurance Group, 21st Century, Hanover, Metlife, Automobile Club Group, Esurance, and MAPFRE-Commerce Insurance.
2014: Nationwide scored 4 points (on a 1,000 point scale) or .4% below the 2014 JD Power Auto Claims Satisfaction study average, at 853 out of 1,000 points.
Here is how Nationwide 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: Three Power Circles (about average)
Repair Process: Three Power Circles (about average)
Rental Car Experience: Three Power Circles (about average)
Settlement: Three Power Circles (about average)
Overall Auto Claims Satisfaction: Three Power Circles (about average)
These companies scored 1.1% or more higher than Nationwide in the 2014 JD Power Auto Claims Satisfaction study: Amica, USAA, Auto-Owners, State Farm, American Family, Auto Club of Southern California, The Hartford, and NJ Manufacturers.
These companies scored 1.1% or more lower than Nationwide in the 2014 JD Power Auto Claims Satisfaction study: Metlife, Farmers, Progressive, Auto Club, CSAA/AAA NCNU, 21st Century, Liberty Mutual, Esurance, and MAPFRE-Commerce.
2013: Nationwide scored 12 points (on a 1,000 point scale) or 1.2% above the 2013 JD Power Auto Claims Satisfaction study average, at 867 out of 1,000 points.
These companies scored .3% or more higher than Nationwide in the 2013 JD Power Auto Claims Satisfaction study: USAA, NJ Manufacturers, Auto Club of Southern California, Auto-Owners, The Hartford, Erie, Amica, Travelers, and State Farm.
These companies scored .5% or more lower than Nationwide in the 2013 JD Power Auto Claims Satisfaction study: The Hanover, Safeco, Allstate, Mercury, GEICO, Auto Club, Liberty Mutual, CSAA/AAA NCNU, Progressive, Metlife, MAPFRE-Commerce, Farmers, 21st Century, and Esurance.
2012: Nationwide scored 4 points (on a 1,000 point scale) or .4% below the 2012 JD Power Auto Claims Satisfaction study average, at 848 out of 1,000 points.
These companies scored .9% or more higher than Nationwide in the 2012 JD Power Auto Claims Satisfaction study: NJ Manufacturers, USAA, Auto-Owners, Amica, Erie, Automobile Club of Southern California, Country, American Family, The Hartford, State Farm, Allstate, and Travelers.
These companies scored .5% or more lower than Nationwide in the 2012 JD Power Auto Claims Satisfaction study: Auto club, The Hanover, Liberty Mutual, GEICO, Progressive, Metlife, Safeco, Farmers, Mercury, 21st Century, Encompass, Esurance, and Commerce (MAPFRE).
Auto Insurance Claims Satisfaction Summary: Nationwide scored .4% below, 1.2% above, .4% below, and .9% above the national average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing about average satisfaction for most years 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 with an easy purchasing experience, is not a reason to choose an auto insurance company. Besides, 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.
Don’t rely on how Nationwide performed in this auto insurance shopping study to tell you if you are getting a good price or you are paying too much for your auto insurance coverage. 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.
2016: Nationwide scored four points (on a 1,000 point scale) or .4% below the 2016 JD Power Auto Insurance Purchase Experience study average, at 822 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 Nationwide rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2016:
Pricing: Three Power Circles (about average)
Website: Three Power Circles (about average)
Local Agent: Three Power Circles (about average)
Call Center Representative: Three Power Circles (about average)
Policy Offerings: Three Power Circles (about average)
Overall Auto Insurance Purchase Satisfaction: Three Power Circles (about average)
These companies rated better than average for lower auto insurance rates in the 2016 JD Power Auto Insurance Purchase Experience study: USAA, Erie, Liberty Mutual, The Hartford, 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: Nationwide scored 1 point (on a 1,000 point scale) or .1% above the 2015 JD Power Auto Insurance Purchase Experience study average, at 834 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 Nationwide rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2015:
Pricing: Three Power Circles (about average)
Website: Two Power Circles (lowest rating)
Local Agent: Four Power Circles (better than most)
Call Center Representative: Three Power Circles (about average)
Policy Offerings: Three Power Circles (about average)
Overall Auto Insurance Purchase Satisfaction: Three Power Circles (about average)
These companies 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), The Hartford, 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.
JD Power Auto Insurance Purchase Experience Summary: Nationwide’s price & auto insurance coverage are about average, according to the 2015 & 2016 studies.
4. The Annual JD Power Homeowners Insurance Customer Satisfaction Study
2015: Nationwide scored 8 points (on a 1,000 point scale) or .8% above the 2015 JD Power Homeowners Insurance Customer Satisfaction study average, at 795 out of 1,000 points.
Here is how Nationwide 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)
Allstate scored about the same (one point below) as Nationwide in the 2015 JD Power Homeowners Insurance Customer Satisfaction study.
These companies scored .3% or more higher than Nationwide 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, and State Farm.
These companies scored .4% or more lower than Nationwide in the 2015 JD Power Homeowners Insurance Customer Satisfaction study (from highest scoring company to lowest scoring company): California State Auto Association (CSAA), Hartford, Chubb, Progressive, Cincinnati, Mercury, Farmers, Encompass, Automobile Club Group, Metlife, Kemper, Liberty Mutual, Safeco, Travelers, and Hanover.
2014: Nationwide scored 10 points (on a 1,000 point scale) or 1% below the 2014 JD Power Homeowners Insurance Customer Satisfaction study average, at 780 out of 1,000 points.
Here is how Nationwide 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: 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 Homeowners Insurance Satisfaction: Three Power Circles (about average)
These companies scored .8% or more higher than Nationwide in the 2014 JD Power Homeowners Insurance Customer Satisfaction study: USAA, Amica, Auto-Owners, State Farm, Erie, American Family, Auto Club of Southern California, The Hartford, Country, Mercury, Allstate, CSAA/AAA NCNU, and GEICO.
These companies scored .7% or more lower than Nationwide in the 2014 JD Power Homeowners Insurance Customer Satisfaction study: Safeco, Farmers, Metlife, Liberty Mutual, Travelers, Auto Club, Progressive, and The Hanover.
2013: Nationwide scored 7 points (on a 1,000 point scale) or .7% below the 2013 JD Power Homeowners Insurance Customer Satisfaction study average, at 780 out of 1,000 points.
These companies scored .6% or more higher than Nationwide 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, Country, Allstate, GEICO, The Hartford, and CSAA/AAA NCNU.
These companies scored 1.2% or more lower than Nationwide in the 2013 JD Power Homeowners Insurance Customer Satisfaction study: Chubb, The Hanover, Farmers, Liberty Mutual, and Travelers.
2012: Nationwide scored 18 points (on a 1,000 point scale) or 1.8% above the 2012 JD Power Homeowners Insurance Customer Satisfaction study average, at 803 out of 1,000 points.
These companies scored .7% or more higher than Nationwide in the 2012 JD Power Homeowners Insurance Customer Satisfaction study: USAA, Amica, Auto Club of Southern California, Erie, American Family, and Shelter.
These companies scored 1.5% or more lower than Nationwide in the 2012 JD Power Homeowners Insurance Customer Satisfaction study: Encompass, The Hartford, Safeco, Allstate, Mercury, Auto Club, CSAA/AAA NCNU, The Hanover, Liberty Mutual, Metlife, Farmers, and Travelers.
Homeowners Insurance Customer Satisfaction Summary: Nationwide scored 1.8% above, .7% below, 1% below, and .8% above the national average each year in the 2012, 2013, 2014 & 2015 studies respectively, showing about average satisfaction for the most recent three years in the national JD Power Homeowners Insurance Customer Satisfaction study.
5. The Annual JD Power Property Claims Satisfaction Study
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.
2016: Nationwide scored 7 points (on a 1,000 point scale) or .7% above the 2016 US Property Claims Satisfaction study average, at 853 out of 1,000 points.
Here is how Nationwide 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: Three Power Circles (about average)
Estimation Process: Four Power Circles (better than most)
Repair Process: Four Power Circles (better than most)
Settlement: Four Power Circles (better than most)
Overall Property Claims Satisfaction: Four Power Circles (better than most)
This company scored the same as Nationwide in the 2016 US Property Claims Satisfaction study: The Hanover
The companies scored about the same (from four points (.4%) above to 6 points (.6%) below) as Nationwide in the 2016 US Property Claims Satisfaction study: Safeco, State Farm, Liberty Mutual, American Family, Chubb, California State Auto Association (CSAA), Farmers, Allstate, and Metlife.
These companies scored 1% or more higher than Nationwide 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, and Erie.
These companies scored .9% or more lower than Nationwide in the 2016 US Property Claims Satisfaction study (from highest scoring company to lowest scoring company): Travelers, Auto-Owners, Hartford, and MAPFRE (Commerce).
2015: Nationwide scored 35 points (on a 1,000 point scale) or 3.5% above the 2015 US Property Claims Satisfaction study average, at 886 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 Nationwide rated in the five factors used to determine its overall property claims satisfaction score in 2015:
First Notice of Loss: Four Power Circles (better than most)
Service Interaction: Four Power Circles (better than most)
Estimation Process: Five Power Circles (among the best)
Repair Process: Five Power Circles (among the best)
Settlement: Five Power Circles (among the best)
Overall Property Claims Satisfaction: Five Power Circles (among the best)
These companies scored .2% or more higher than Nationwide in the 2015 US Property Claims Satisfaction study: USAA and Amica.
These companies scored .5% or more lower than Nationwide in the 2015 US Property Claims Satisfaction study: Country, Erie, Chubb, Travelers, CSAA/AAA NCNU, Encompass, Allstate, State Farm, The Hartford, Metlife, Farmers, Safeco, Liberty Mutual, Auto Club of Southern California, American Family, The Hanover, Auto-Owners, and Auto Club.
2014: Nationwide scored 18 points (on a 1,000 point scale) or 1.8% above the 2014 JD Power Property Claims Satisfaction study average, at 858 out of 1,000 points.
These companies scored 1.9% or more higher than Nationwide in the 2014 JD Power Property Claims Satisfaction study: USAA, Amica, and Erie.
These companies scored 1.3% or more lower than Nationwide in the 2014 JD Power Property Claims Satisfaction study: Farmers, Liberty Mutual, The Hartford, Safeco, Metlife, Allstate, State Farm, CHUBB, Travelers, CSAA/AAA NCNU, Auto Club of Southern California, American Family, and Auto Club.
2013: Nationwide 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 Nationwide in the 2013 JD Power Property Claims Satisfaction study: Amica, USAA, Chubb, and Encompass.
These companies scored .5% or more lower than Nationwide 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: Nationwide scored 39 points (on a 1,000 point scale) or 3.9% above the 2012 JD Power Property Claims Satisfaction study average, at 872 out of 1,000 points.
These companies scored 2.2% or more higher than Nationwide in the 2012 JD Power Property Claims Satisfaction study: USAA and Amica.
These companies scored .8% or more lower than Nationwide in the 2012 JD Power Property Claims Satisfaction study: Erie, Chubb, Auto Club of Southern California, Country, State Farm, American Family, CSAA/AAA NCNU, The Hartford, Safeco, Travelers, Allstate, Liberty Mutual, Metlife, Farmers, and The Hanover.
Homeowners Insurance Claims Satisfaction Summary: Nationwide scored 3.9%, 2.6%, 1.8%, 3.5%, and .7% above the national average each year in the 2012, 2013, 2014, 2015, & 2016 studies respectively, but showing a considerable drop in satisfaction for the 2016 JD Power Property Claims Satisfaction study, scoring 33 points (3.3%) lower than it scored in 2015.
6. The Annual JD Power Life Insurance Customer Satisfaction Study
2015: Nationwide scored 31 points (on a 1,000 point scale) or 3.1% above the 2015 JD Power Life Insurance Customer Satisfaction study average, at 801 out of 1,000 points.
Here is how Nationwide rated in the four factors used to determine its overall life insurance customer satisfaction score in 2015:
Policy Offerings: Four Power Circles (better than most)
Price: Four Power Circles (better than most)
Billing & Payment: Five Power Circles (among the best)
Interaction: Four Power Circles (better than most)
Overall Homeowners Insurance Satisfaction: Four Power Circles (better than most)
Allstate scored the same as Nationwide in the 2015 JD Power Homeowners Insurance Customer Satisfaction study.
These companies scored 1.9% or more higher than Nationwide in the 2015 JD Power Life Insurance Customer Satisfaction study (from highest scoring company to lowest scoring company): USAA, State Farm, and Northwestern Mutual.
These companies scored 1% or more lower than Nationwide in the 2015 JD Power Life Insurance Customer Satisfaction study (from highest scoring company to lowest scoring company): Mutual of Omaha, New York Life, Guardian Life Group, MetLife, Principal Financial, Protective Life Group, Prudential, Massachusetts Mutual (MassMutual), Voya Financial (ING), AIG (American General), AXA Financial Group, Transamerica (AEGON), Genworth Financial Group, Lincoln Financial Group, John Hancock, and Primerica.
2014: Nationwide scored 20 points (on a 1,000 point scale) or 2% above the 2014 JD Power Life Insurance Customer Satisfaction study average, at 783 out of 1,000 points.
Here is how Nationwide rated in the four factors used to determine its overall life 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: Three Power Circles (about average)
Overall Homeowners Insurance Satisfaction: Four Power Circles (better than most)
These companies scored .9% or more higher than Nationwide in the 2014 JD Power Life Insurance Customer Satisfaction study: USAA, State Farm, Northwestern Mutual, and Pacific Life. Group
These companies scored 1.1% or more lower than Nationwide in the 2014 JD Power Life Insurance Customer Satisfaction study: New York Life, Massachusetts Mutual (MassMutual), Guardian Life Group, Principal Financial, John Hancock, Prudential, ING, Genworth Financial Group, Transamerica (AEGON), AIG (American General), MetLife, Protective Life Group, AXA Financial Group, Lincoln Financial Group, and Primerica.
Life Insurance Customer Satisfaction Summary: Nationwide scored 2% & 3.1% above the average in the 2014 & 2015 JD Power Life Insurance Customer Satisfaction studies respectively, showing a better than average level of satisfaction, and received the JD Power rating of four power circles (better than most) or higher for all factors except company/customer interaction, where it was rated about average.
2014 was the first year individual life insurance policies from different companies were evaluated for customer satisfaction. However, the companies best known for auto & home insurance, like State Farm, Allstate, Nationwide, are not known for having the best life insurance products or competitive life insurance rates, in spite of Nationwide’s performance in the 2014 study. Please read my review of this life insurance study here for tips on how to shop for the best life insurance for you.
7. JD Power 2012-2016 Insurance Studies Summary for Nationwide
Below I rate the performance of Nationwide for auto insurance customer satisfaction, auto insurance claims satisfaction, homeowners insurance customer satisfaction, & homeowners insurance claims satisfaction as 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 Nationwide ratings for the category of Pricing in the most recent JD Power auto or homeowners insurance customer satisfaction study.
1. Auto Insurance Customer Satisfaction for Nationwide in each of the eleven U.S. regions:
Nationwide Auto Insurance Customer Satisfaction — California region
Worse than average
Nationwide Auto Insurance Customer Satisfaction — Florida region
Worse than average
Nationwide Auto Insurance Customer Satisfaction — New York region
Worse than average
Nationwide Auto Insurance Customer Satisfaction — Texas region
Worse than average
Nationwide Auto Insurance Customer Satisfaction — Central (AR, IA, KS, MN, MO, NE, ND, OK, SD) region
Worse than average
Nationwide Auto Insurance Customer Satisfaction — Mid-Atlantic (DC, DE, MD, NJ, PA, VA, WV) region
Worse than average
Nationwide Auto Insurance Customer Satisfaction — North Central (IL, IN, MI, OH, WI) region
Average
Nationwide Auto Insurance Customer Satisfaction — New England (CT, ME, MA, NH, RI, VT) region
Worse than average
Nationwide Auto Insurance Customer Satisfaction — Northwest (ID, MT, OR, WA, WY) region
Worse than average
Nationwide Auto Insurance Customer Satisfaction — Southwest (AZ, CO, NV, NM, UT) region
Nationwide is not rated in the Southwest region.
Nationwide Auto Insurance Customer Satisfaction — Southeast (AL, GA, KY, LA, MS, NC, SC, TN) region
Worse than average
2. Nationwide Auto Insurance Claims Satisfaction:
Better than average in the states of Connecticut, Illinois, Indiana, Maine, Massachusetts, Michigan, New Hampshire, New York, Ohio, Rhode Island, Vermont, and Wisconsin.
Average in the states of Arkansas, California, Florida, Idaho, Iowa, Kansas, Minnesota, Missouri, Montana, Nebraska, North Dakota, Oklahoma, Oregon, South Dakota, Washington, and Wyoming.
Worse than average in the states of Alabama, Delaware, District of Columbia, Georgia, Kentucky, Louisiana, Maryland, Mississippi, New Jersey, North Carolina, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, and West Virginia.
Nationwide was not rated in the states of Arizona, Colorado, Nevada, New Mexico, and Utah.
Average among Nationwide auto insurance policyholders across the USA.
3. Nationwide Homeowners Insurance Customer Satisfaction:
Average
4. Nationwide Homeowners Insurance Claims Satisfaction:
Average
5. Nationwide Auto Insurance Pricing:
Better than average in no states, but Nationwide was not rated in the states of Arizona, Colorado, Nevada, New Mexico, and Utah.
Average in the states of Alabama, Georgia, Illinois, Indiana, Kentucky, Louisiana, Michigan, Mississippi, North Carolina, Ohio, South Carolina, Tennessee, & Wisconsin.
Worse than average in the states of Arkansas, California, Connecticut, Delaware, District of Columbia, Florida, Idaho, Iowa, Kansas, Maine, Maryland, Massachusetts, Minnesota, Missouri, Montana, Nebraska, New Hampshire, New Jersey, New York, North Dakota, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Dakota, Texas, Vermont, Virginia, Washington, West Virginia, and Wyoming.
Average among auto insurance shoppers across the USA.
6. Nationwide Homeowners Insurance Pricing:
Average
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