My last blog post told you about the two highest rated companies for customer satisfaction in the JD Power 2012 California region auto insurance study. The top company was USAA, but it restricts eligibility for its insurance to the military. The only other company in the California survey to receive a 5 power circle rating, was Wawanesa, and its score was not much higher than the companies rated 4 power circles.

Now, I examine the numbers and considerations behind the companies rated 4 power circles (Better than most), to let you know my thoughts about what the JD Power survey results really say about these companies.A high level of customer satisfaction is very important, but it is not the only thing you should consider when choosing an auto insurance company. Even companies with great reputations and many satisfied customers, also have customers extremely dissatisfied with their customer service, or how a claim was processed. Choosing a company scoring well for customer satisfaction is not a guarantee you will be satisfied with them when you need them.

With few exceptions, a reputation for above average service is not worth paying a lot more, if the company does not have competitive rates, or the proper coverage for you.

For any of these companies rated better than most, the most important thing to consider is how the price for you compares to the level of customer satisfaction. I think an insurance company has to be a lot better than most to pay more for it.

This blog post will review these better than most ratings, to see if these companies really are much better than the average company.

Good companies don’t necessarily charge you more for their coverage. Shop to find the best rates, then consider customer satisfaction & other factors, like the company complaint records I list on my website, to select the right company for you.

Companies Rated & Ranked Better Than Most by the JD Power 2012 California Region Auto Insurance Study

California Region Average = 785 out of 1,000 points

3. Auto Club of Southern California (ACSC)

This is one of two companies included in the JD Power California study owned by the AAA auto club, so don’t confuse this company with NCNU (Northern California, Nevada, & Utah) / AAA, formerly known as the California State Auto Association. Both these AAA insurance companies have subsidiary companies selling car insurance, so you can check the AAA SC insurance review on my website, to confirm if the AAA company quoting you, or insuring your vehicles, is a part of AAA/SC.

ACSC scored 807 points out of 1,000 points in this JD Power study, earning a rating of 4 power circles (better than most).

In the Policy Offerings category, ACSC was rated 5 power circles (among the best), showing the ACSC customers surveyed were most satisfied with their coverage options and ability for ACSC to meet their insurance needs.

This may be because the insurance operations of AAA offices are usually independent agencies, representing more than one company. So, if you have a boat or home ACSC won’t insure, your agent may be able to use another company to help you, making you satisfied your ACSC auto insurance agent can take care of your insurance needs.

ACSC received 4 power circles for the Pricing and Billing & Payment categories.

However, for the Contacting the Insurance Company category, ACSC received only 3 power circles (about average).

With an overall satisfaction score of 807, which is only 22 points more on a 1,000 point scale than the California regional average of 785 points, I don’t think ACSC distinguishes itself as a company providing much better service than other companies scoring above the regional average.

Since ACSC customers surveyed feel they are getting a good price for their car insurance, you should get a quote. But if other companies, scoring at or above the regional average, can insure you with the coverage you need at a lower price, they may be a better choice for you.

4. State Farm Auto Insurance

State Farm scored 806 points out of 1,000 points in the California region study — only one less point than Auto Club of Southern California — and is rated at 4 power circles for overall customer satisfaction.

State Farm received 5 power circles in the Policy Offerings and Contacting the Insurer categories, showing State Farm customers are most happy with their coverage options and ease of contacting their agent.

State Farm is better than most (4 power circles) for the Billing & Payment category.

As I have stated before, when it comes to pricing, the only thing which should matter to you is the price an insurance company can offer you, not other people in a survey. State Farm was about average (3 power circles) in the Pricing category, but that does not mean State Farm won’t have the lowest rate for you.

State Farm’s Overall Satisfaction rating of better than most ( 4 power circles) is only 21 more points above the average score for the California study.

5. Geico Auto Insurance

Geico scored 801 out of 1,000 points, also qualifying for the 4 power circle, “better than most” rating.

Geico customers in California were most satisfied in the Policy Offerings and Billing & Payment categories, rating them 5 power circles, or “among the best.”

Pricing for Geico was rated at 4 power circles, or “better than most.”

The worst category for Geico was for Contacting the Insurance Company, rated at “about average,” getting 3 power circles. This is not surprising, because in most areas, Geico does not have local agents to provide personal service. Geico may not be amazing their customers with above average expectations of communicating with the company, but they are performing as well as the average company. If you don’t need the personal service of a local agent, Geico may be a very good choice for you.

6. Hartford Auto Insurance

Hartford was the lowest scoring company of the companies rated “better than most” for Overall Satisfaction, receiving 798 points out of 1,000 points.

Unlike the other companies receiving 4 power circles, there was no individual category where Hartford rated “among the best.” (5 power circles).

Hartford received 4 power circles (better than most) for Contacting the Insurance Company and for Pricing.

Hartford rated “about average,” or 3 power circles, for Policy Offerings and Billing and Payment.

All things considered, the point scores for the companies rated 4 power circles in this survey are very close together.

Imagine you have four students taking a test. The students correctly answered the following percentages of questions on the test: 80.7%, 80.6%, 80.1%, & 79.8%. These are the same scores for the companies reviewed above.

Rounding these scores to the nearest percentile, all of these companies (“students”) scored 80% or 81%. Which one is the better company? They are all about the same. Even Wawanesa auto insurance, earning 5 power circles, and reviewed in my previous blog post, scored 82.3%

Tomorrow, I will review the companies rated “about average,” or 3 power circles, scoring at or above the survey average. These companies may be a better choice for you than the companies rated better than most.

As you may agree, other than USAA auto insurance, which scored very well in the survey, I think the scores for the companies reviewed so far have not proven they will provide you with above average customer satisfaction.

After reviewing all the companies scoring above the California regional average, I will give you some tips on how to shop to find the best one for you.

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