JD Power recently released its 2011 auto claims satisfaction study. This JD Power study surveys auto insurance customers to see how satisfied they are with how their Comprehensive or Collision claim was processed when their car was damaged. This blog post will give you my opinion of the study results, and how I think the truth behind the numbers can help you find a better auto insurance company.
Usually, when I review JD Power insurance studies, I try to sort out the winners from the losers. But looking at the scores of the higher-rated car insurance companies, I’m not convinced the auto insurance companies rated above average are significantly better than the auto insurance companies rated as average (By the way, never use one source of information to determine the quality of an insurance company. Click the link below to go to my website for other useful information to evaluate insurance companies).
For example, JD Power studies use a 1,000 point scale. The industry average score for this study is 846 points. The Hartford scored 858, and was given a rating of “better than most” (4 power circles). This is only 12 points higher than the industry average on a 1,000 point scale. Country Insurance scored 853, only 5 points less than The Hartford, but was rated at “about average” (3 power circles). Is The Hartford providing better claims service than Country Insurance, or are they really about the same?
I will dig deeper to show you the car insurance companies I think are performing better than most, based on this study, but I want to focus first on the losers. The bottom 5 auto insurance companies have a greater point range from the average than the top-rated auto insurance companies have from the average. Also, when it comes to car insurance claims, average insurance companies can be guilty of providing poor customer service, so car insurance rated less than average should be a concern for customers.
Here are the bottom 5 auto insurance companies, and their numerical scores from the JD Power study, rated as “the rest” (2 power circles), which is below average. Remember, the higher the number the better the claims service:
Farmers Insurance (804)
Esurance (800)
Encompass Insurance (789)
Commerce Insurance (772)
21st Century Insurance (771)
If you are insured with any of the above car insurance companies, you should shop for a better insurance company. Believe it or not, you can save money AND get better customer service.
Okay, so those were the losers of the study, are all the other car insurance companies really average? No, a few insurance companies are better than average, but some of them do not operate in all states, have restricted membership, or require you to have a clean (or mostly clean driving record to qualify.
I’m choosing the 3 highest scoring car insurance companies in the study. These 3 insurance companies also rate as “among the best” (5 power circles) in the “Settlement” category, which to me, is the critical test of good claim service — are customers getting a fair settlement for their damaged cars? Here they are:
USAA Insurance (889) — Unfortunately, you need to be in the military, an immediate family member of someone in the military, or an honorably discharged veteran to qualify.
New Jersey Manufacturers Insurance (885) — offered only through member employers if you live in New Jersey or Pennsylvania.
Auto-owners Insurance (890) — not available in all states.
Here are three additional high-scoring car insurance companies which were rated “better than most” ( 4 power circles) in the “Settlement” category of the study.
State Farm Insurance (878)
Amica Insurance (865)
American Family Insurance (862)
If you have a few things on your driving record, or other problems when you can’t qualify for these insurance companies, and you are looking for a better auto insurance company, consider these two auto insurance companies, rated “about average” (3 power circles) in this study, usually offering car insurance to almost all drivers.
Geico Insurance (840)
Progressive Insurance (836)
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