Auto Owners Insurance Review 2014: JD Power Ratings, AM Best Financial Strength Ratings, & Multi-Year Complaint Records

Auto-Owners sells auto & home insurance through more than 6,100 independent insurance agencies, located in 26 states: Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Michigan, Minnesota, Missouri, Nebraska, North Carolina, North Dakota, Ohio, Pennsylvania, South Carolina, South Dakota, Tennessee, Utah, Virginia, and Wisconsin. This Auto Owners Insurance review, in addition to rating the most recent four year complaint record for the Auto Owners Insurance companies, will analyze the change in the JD Power home & auto insurance scores & ratings for Auto-Owners over the last few years, and compare them to the scores of leading competitors, like State Farm, Allstate, Farmers, Progressive, & GEICO.

This review will analyze the JD Power ratings & numerical scores for Auto-Owners Insurance, in all the JD Power insurance 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. Another measure of quality for an auto or home insurance company is the number of upheld complaints filed against it with a state’s insurance regulatory authority, adjusted for the company’s market share. This review will show you if Auto-Owners Insurance has a better-than-average, average, or below-average complaint record for 2009, 2010, 2011, & 2012. I’ll review the AM Best Financial Strength Rating (FSR) for the Auto Owners Insurance subsidiaries, too.

I revise or write new auto, home, & life insurance company reviews with the latest data throughout the year. Bookmark this page or my website homepage, so you can keep up with information about your insurance companies.


2014 Auto Owners Insurance Review

This Auto Owners Insurance review is divided into five sections, considering its: 1. AM Best Financial Strength Rating 2. JD Power insurance study results 3. Auto insurance customer complaint ratings 4. Home insurance customer complaint ratings, and finishing with a 5. Review summary. If you do not want to read the full review, and are not concerned with the details, you can skip to read the summary, at the bottom of this page, in section five.

1. AM Best Financial Strength Rating for the Auto-Owners Insurance companies.

Auto-Owners had its A++ (Superior) AM Best Financial Strength Rating with a stable outlook (no ratings upgrade or downgrade is expected in the near future) reaffirmed on 1/17/2014. A++ is the highest rating for AM Best. Auto-Owners has maintained this rating since I’ve been watching it, when I started this website in November of 2010. Its life insurance subsidiary company, Auto-Owners Life Insurance Company, has a lower AM Best rating of A+ (Superior) with a stable outlook, as of 01/17/14, A+ is the second highest rating for AM Best. I become concerned with any car or homeowners insurance company or subsidiary with less than an A- rating for financial strength from AM Best.

2. Auto-Owners Insurance JD Power Ratings Analysis for 2011, 2012, & 2013.

The Annual JD Power US Auto Insurance Customer Satisfaction Study.

Of the eleven regional surveys composing the 2013 US auto insurance customer satisfaction study, Auto-Owners Insurance Group was included in four regions: the Central Region, the Florida region, the North Central region, and the Southeast region. For 2011, the JD Power US Auto Insurance Customer Satisfaction Study did not have the regional surveys format it has now, and consisted of one national survey, scoring each company based on its nationwide results.

Central Region Auto Insurance Study

2013 (AR, IA, KS, MN, MO, NE, ND, OK, SD): Auto-Owners Insurance Group received the rating of four power circles (better than most), scoring 821 points out of 1,000 points, which is 20 points (2%) above the Central regional average score of 801 points on the 1,000 point scale. In my opinion, based on its point score in the Central region, Auto-Owners Insurance Group scored enough above the Central region average score, to be considered providing above average auto insurance customer satisfaction in this region. State Farm scored higher than Auto-Owners in the 2013 Central study, by 12 points (1.2%). Shelter insurance scored only 4 points less than Auto-Owners, therefore providing about the same level of auto insurance satisfaction, as measured by this study. Companies scoring slightly lower for auto insurance customer satisfaction than Auto-Owners, but still slightly above the Central study average are: American Family (9 points or .9% below Auto-Owners), Hartford (12 points or 1.2 % below Auto-Owners), Farm Bureau Mutual (15 points or 1.5% below Auto-Owners), and GEICO (also 15 points or 1.5% below Auto-Owners). Major competitors scoring much lower for auto insurance customer satisfaction than Auto-Owners, and below the Central study average are: Allstate (34 points or 3.4% below Auto-Owners), Farmers (36 points or 3.6 % below Auto-Owners), and Progressive (38 points or 3.8% below Auto-Owners).

2012 (AR, IA, KS, MN, MO, NE, ND, OK, SD, TX): Auto-Owners Insurance Group was not large enough in the 2012 Central region to be included in the this study, most likely due to the 2012 region’s inclusion of Texas, which received its own regional study for 2013.

Florida Region Auto Insurance Study

2013 (FL only): Auto-Owners Insurance Group received the rating of three power circles, scoring 796 points out of 1,000 points, which is just 6 points (.6%) above the Florida study average of 790 points on the 1,000 point scale. In my opinion, based on its point score close to the regional average, Auto-Owners should be considered as providing average auto insurance customer satisfaction in Florida. Although the overall satisfaction was rated at three power circles by JD Power, in the category of Claims for this auto insurance study, Auto-Owners received the higher rating of four power circles (better than most). In the category of Pricing, Auto Owners was rated five power circles (among the best), which may mean most people find the company has good auto insurance rates.

Metlife (scoring 12 points, or 1.2% above Auto-Owners), The Hartford (scoring 6 points, or .6% above Auto-Owners), and State Farm (scoring 4 points, or .4% above Auto-Owners) had the top scores in the Florida study, but no companies scored as much as 2% above the Florida average score, which I use as a rough measure to distinguish better or worse customer satisfaction between companies, or between a company and the average score. Although Metlife scored high enough to state it provides slightly higher auto insurance customer satisfaction than Auto-Owners in Florida, I’d consider State Farm & The Hartford providing about the same level of auto insurance customer satisfaction as Auto-Owners, in spite of their higher four power circle ratings. This is also true of these companies scoring slightly lower for auto insurance customer satisfaction than Auto-Owners: Allstate (6 points or .6% below Auto-Owners), Progressive (also 6 points or .6% below Auto-Owners), and GEICO (8 points or .8% below Auto-Owners). Other competitors scoring lower for auto insurance customer satisfaction than Auto-Owners, and below the Florida study average are: Safeco (14 points or 1.4% below Auto-Owners), Nationwide (18 points or 1.8% below Auto-Owners), and Liberty Mutual (22 points or 2.2% below Auto-Owners).

2012:Florida did not have its own regional study, but was included among the states in the 2012 Southeast region study.

North Central Region Auto Insurance Study (IL, IN, MI, OH, WI)

2013: Auto-Owners Insurance Group received the highest rating of five power circles, scoring 833 points out of 1,000 points, which is 36 points (3.6%) above the regional average of 797 points on the 1,000 point scale. In my opinion, based on its point score in North Central region, Auto-Owners scored high enough above the average to be considered providing above average auto insurance customer satisfaction in the North Central region. Auto-owners was the highest scoring company in the North Central study, with State Farm scoring 9 points (.9%) less, and Erie scoring 10 points (1%) less, than Auto Owners. I’d consider State Farm & Erie providing only slightly less auto insurance customer satisfaction than Auto-Owners Insurance Group, in spite of their lower four power circle ratings. USAA was rated five power circles, the same as Auto Owners, but it is not included in the study results, because USAA restricts eligibility for its insurance to the military and honorably discharged veterans. But USAA scored 67 points (or 6.7%) higher than Auto-Owners. As measured by this North Central study, Auto-Owners provides auto insurance customer satisfaction much closer in quality to State Farm & Erie insurance, than it does to USAA. Major competitors scoring much lower for auto insurance customer satisfaction than Auto-Owners in this region are: Hartford (30 points or 3% below Auto-Owners), Nationwide (37 points or 3.7% below Auto-Owners), GEICO (39 points or 3.9% below Auto-Owners), American Family (43 points or 4.3% below Auto-Owners), Allstate (45 points or 4.5% below Auto-Owners), Farmers (50 points or 5% below Auto-Owners), and Progressive (51 points or 5.1% below Auto-Owners). Auto-Owners Insurance Group scored 5 points more in this region for 2013, than it scored in 2012.

2012: Auto-Owners Insurance Group received the highest rating of five power circles, scoring 828 points out of 1,000 points, which is 24 points (2.4%) above the North Central regional average of 804 points on the 1,000 point scale. In my opinion, based on its point score in the North Central study, Auto-Owners Insurance Group scored enough above the 2012 North Central regional average score, to be considered providing above average auto insurance customer satisfaction in this region for 2012.

Southeast Region Auto Insurance Study

2013 (AL, GA, KY, LA, MS, NC, SC, TN): Auto-Owners Insurance Group received the rating of four power circles (better than most), scoring 819 points out of 1,000 points, which is 15 points (1.5%) above the regional average of 804 points on the 1,000 point scale. In my opinion, based on its point score in the Southeast study, Auto-Owners scored enough above the average (by 1.5%), to be considered providing somewhat above average auto insurance customer satisfaction in this region. Although its overall satisfaction was rated at four power circles by JD Power, in the category of Claims for this 2013 auto insurance study, Auto-Owners received the highest rating of five power circles (among the best). However, Auto-Owners would need to score more than 2% above the average score for me to consider it “better than most.” Tennessee Farm Bureau outperformed the other companies in this SE study, scoring 46 points (4.6%) above the average, and 31 points (3.1%) more than Auto-Owners. I’d consider State Farm & The North Carolina Farm Bureau providing about the same level of auto insurance customer satisfaction as Auto-Owners, scoring 3 more points and 2 more points than Auto-Owners respectively. Companies scoring somewhat lower for auto insurance customer satisfaction than Auto-Owners, but still above the Southeast study average are: Alfa insurance (8 points or .8% below Auto-Owners) and Liberty Mutual (9 points or .9 % below Auto-Owners). Major competitors scoring lower for auto insurance customer satisfaction than Auto-Owners, and below the SE study average are: Nationwide (20 points or 2% below Auto-Owners), Geico (28 points or 2.8% below Auto-Owners), Progressive (also 28 points or 2.8% below Auto-Owners) and Allstate (29 points or 2.9% below Auto-Owners). Auto-owners scored 17 points more in 2013, than it scored in the SE region for 2012.

2012 (AL, FL, GA, KY, LA, MS, NC, SC, TN): Auto-Owners received the rating of three power circles, scoring 802 points out of 1,000 points, which is 12 points (1.2%) below the regional average of 814 points on the 1,000 point scale. In my opinion, based on its point score in the SE study, Auto-Owners scored somewhat below the region average, and should be considered providing slightly below average auto insurance customer satisfaction, in spite of its three power circle rating, in this region for 2012.

2011: Auto-Owners Insurance Group received the rating of four power circles, scoring 815 points out of 1,000 points, which is 25 points (2.5%) above the study average of 790 points on the 1,000 point scale. In my opinion, based on its point score in the 2011 study, Auto-Owners Insurance Group scored enough above the average, to be considered providing above average auto insurance customer satisfaction across the USA in 2011.

The Annual JD Power US Auto Claims Satisfaction Study.

2013: The 2013 study is not published yet, as of the date of this review.

2012: Auto-Owners Insurance Group received the highest rating of five power circles (among the best), scoring 887 points out of 1,000 points, which is 35 points (3.5%) above the study average of 852 points on the 1,000 point scale. Auto-Owners Insurance Group was the highest scoring company ranked in the 2012 study. USAA, which usually outscores other companies by a wide margin in JD Power insurance studies, but is not included in the study rankings, due to it insuring only US military members, honorably discharged veterans, and their immediate family members, scored only 2 points higher on the 1,000 point scale, than Auto-Owners Insurance Group. In my opinion, based on its terrific score in the 2012 study, Auto-Owners Insurance Group scored enough above the average to be considered truly providing better than average auto insurance auto claims satisfaction in 2012, and deserves its 5 power circle rating as “among the best.” Major competitors scoring lower for auto insurance customer satisfaction than Auto-Owners are: American Family (18 points or 1.8% below Auto-Owners), The Hartford (19 points or 1.9% below Auto-Owners), State Farm (also 19 points or 1.9% below Auto-Owners), Allstate (24 points or 2.4% below Auto-Owners), Nationwide (39 points or 3.9% below Auto-Owners), GEICO (45 points or 4.5% below Auto-Owners) and Progressive (also 45 points or 4.5% below Auto-Owners). Auto-owners scored 3 points less in 2012, than it scored for this study in 2011.

2011: Auto-Owners Insurance Group received the rating of five power circles (among the best), scoring 890 points out of 1,000 points, which is a huge 44 points (4.4%) above the study average of 846 points on the 1,000 point scale. In my opinion, based on its point score in the 2011 study, Auto-Owners Insurance Group scored well above the average, and should be considered providing better than average auto insurance claims satisfaction for 2011.

The Annual JD Power Auto Insurance Purchase Experience Study & Pricing.

2013: Auto-Owners Insurance Group received the rating of three power circles, scoring 827 points out of 1,000 points, which is only 1 point below the study average of 828 points out of 1,000 points. In my opinion, based on its point score very close to the study average, I consider Auto-Owners Insurance Group having average customer satisfaction with the auto insurance purchasing satisfaction in 2013. Auto-Owners Insurance Group received a three power circle rating for the category of Pricing in 2013, which means auto insurance shoppers contacting an Auto-Owners Insurance Group agent for an auto insurance quote found the pricing about average. Don’t let this deter you from getting a quote from Auto-Owners Insurance Group. Survey opinions about auto insurance pricing are not very useful to the individual. 99 out of 100 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 99 out of 100 people think? Even a company receiving the lowest rating of two power circles in the Pricing category, should not stop anyone from seeing what price that auto insurance company can offer them. Almost every auto insurance company these days advertises about the huge savings some customers receive. Most companies save some people a lot of money. But you have to shop with all the major companies, to find the company saving YOU the most money. Auto-Owners Insurance Group scored 5 points lower than it scored in this study for 2012.

2012: Auto-Owners Insurance Group received the rating of three power circles (about average), scoring 832 points out of 1,000 points, which is only 5 points above the study average of 828 points out of 1,000 points. Based on its point score in the 2012 study, close to the study average, it should be no surprise I consider Auto-Owners as providing average customer satisfaction with the auto insurance purchasing experience for 2012.

The Annual JD Power US National Homeowners Insurance Customer Satisfaction Study.

2013: Auto-Owners Insurance Group received the rating of four power circles (better than most), scoring 812 points out of 1,000 points, which is 25 points (2.5%) above the study average score of 787 points on the 1,000 point scale. Although the overall satisfaction was rated at four power circles by JD Power, in the category of home insurance claims, Auto-Owners was rated about average, at three power circles. However, in my opinion, based on its point score 2.5% above the 2013 study average, Auto-Owners scored enough above the study average score, to be considered providing better than average overall home insurance customer satisfaction in the USA for 2013. Amica insurance led the study, significantly out-scoring Auto-Owners by 30 points (3%), and scoring 55 points (a big 5.5% difference) above the study average. State Farm and Erie scored about the same as Auto-Owners Insurance Group, one point above, and one point below the score of Auto-Owners, respectively. Progressive also received a four power circle rating in this study, but Progressive scored 16 points (1.6%) below Auto-Owners Insurance Group. GEICO & Allstate each scored 23 points (2.3%) below Auto-Owners Insurance Group. In 2013, Auto-Owners scored 13 points higher in this study than it scored in 2012, and 6 points higher than it scored in 2011.

2012: Auto-Owners Insurance Group received the rating of four power circles (better than most), scoring 799 points out of 1,000 points, which is 14 points (1.4) above the study average of 785 points on the 1,000 point scale. In my opinion, based on its point score 1.4% above the 2012 study average, Auto-Owners Insurance Group scored enough above the study average score, to be considered providing somewhat better than average home insurance customer satisfaction in the USA for 2012. As I have stated before, I like to see a score of 2% or more above the average to say a company is really providing above average customer satisfaction. In 2012, Auto-Owners Insurance Group scored 7 points less in this study, than it scored in 2011.

2011: Auto-Owners Insurance Group received the rating of four power circles, scoring 806 points out of 1,000 points, which is 37 points (3.7%) above the 2011 study average of 769 points on the 1,000 point scale. In my opinion, based on its superior score, 3.7% above the 2011 the study average, I’d consider Auto-Owners Insurance Group providing above average home insurance customer satisfaction in the USA for 2011.

The Annual JD Power US Property Claims Satisfaction Study.

2013: Auto-Owners Insurance Group received the rating of four power circles (better than most), scoring 849 points out of 1,000 points, which is 17 points (1.7%) above the study average of 832 points on the 1,000 point scale. In my opinion, based on its point score 1.7% above the 2013 study average, Auto-Owners Insurance Group scored enough above the average score, to be considered providing somewhat above average property claims satisfaction in the USA for 2013. I like to see a company score 2% or more above the average, to say its really providing better than average customer satisfaction. Amica was the top scoring company, scoring a huge 58 points (5.8%) more than Auto-Owners. Chubb was close behind, scoring 53 points (5.3%) more than Auto-Owners Insurance Group. Encompass scored 18 points (1.8%) more than Auto-Owners. Country, The Hartford, Nationwide, & Erie insurance all scored slightly higher (7 to 9 points) than Auto-Owners Insurance Group, but close enough to be considered providing only slightly better property claims satisfaction. Allstate scored 11 points (1.1%) below Auto-Owners. State Farm scored 17 points (1.7%) below Auto-Owners Insurance Group. Farmers scored 24 points (2.4%) below Auto-Owners. In 2013, Auto-Owners Insurance Group scored a large difference of 24 points lower in this study, than it scored in 2012.

2012: Auto-Owners Insurance Group received the rating of four power circles, scoring 873 points out of 1,000 points, which is 40 points (4%) above the study average of 833 points on the 1,000 point scale. In my opinion, based on its point score 4% above, and significantly higher, than the 2012 study average, I’d consider Auto-Owners Insurance Group providing above average property claims satisfaction in the USA for 2012.

3. Auto-Owners Insurance Group Auto Insurance Complaint Statistics & Ratings.

Auto Owners insurance Group has four subsidiary companies licensed to insure personal use vehicles in the states where the company sells insurance. The use of more than one auto or home insurance subsidiary company is usually to offer different pricing, or operate in a certain US state or states. Different subsidiaries can be used to offer specific pricing for certain market segments, such as drivers with lower or higher risk expectations (For example, drivers with a clean driving record vs. drivers with tickets and accidents), or certain occupations, such as teachers or government employees, or group coverage through employer affiliations, or to insure certain types of vehicles or residences, such as mobile homes, motorcycles, or motorhomes. It’s important to know the correct name of the insurance company subsidiary insuring or quoting you, to check the correct complaint record.

The most common reasons for complaints against auto insurance companies are delay in a claim payment, and unsatisfactory payment of a claim, and denial of a claim.

Here’s how I establish my complaint ratings:

B = Better than average. Insurance companies with complaint ratios less than 75% of the average insurance company.

C = Average. Insurance companies with complaint ratios from 75% to 125% of the average insurance company.

W = Worse than average. Insurance companies with complaint ratios more than 125% of the average insurance company.

Auto-Owners Insurance Company Auto Insurance Complaint Statistics & Ratings

B = Better than Average C = Average W = Worse than Average

2013 Auto Insurance Complaint Ratio = B (.68)

2013 US auto insurance premium = $429,247,541

2012 Auto Insurance Complaint Ratio = C (.83)

2012 US auto insurance premium = $425,904,404

2011 Auto Insurance Complaint Ratio = B (.73)

2011 US auto insurance premium = $423,991,214

2010 Auto Insurance Complaint Ratio = B (.47)

2010 US auto insurance premium = $410,389,648

2009 Auto Insurance Complaint Ratio = B (.40)

The Auto-Owners Insurance Company subsidiary insures private passenger vehicles in all of the 26 states its parent insurance group operates: Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Michigan, Minnesota, Missouri, Nebraska, North Carolina, North Dakota, Ohio, Pennsylvania, South Carolina, South Dakota, Tennessee, Utah, Virginia, and Wisconsin. Auto-Owners Insurance Company has had a better-than-average auto insurance complaint history in most of the last five years, with its number of auto insurance complaints in its worst year during this period at 83% of the industry average. The auto insurance market share for Auto-Owners Insurance Company has grown each year, during the last four years, which may be an indication of competitive auto insurance rates in at least some of the states where it operates.

Home-Owners Insurance Company Auto Insurance Complaint Statistics & Ratings

B = Better than Average C = Average W = Worse than Average

2013 Auto Insurance Complaint Ratio = B (.07)

2013 US auto insurance premium = $657,217,473

2012 Auto Insurance Complaint Ratio = B (.13)

2012 US auto insurance premium = $606,860,447

2011 Auto Insurance Complaint Ratio = B (.06)

2011 US auto insurance premium = $562,576,724

2010 Auto Insurance Complaint Ratio = B (.15)

2010 US auto insurance premium = $520,615,368

2009 Auto Insurance Complaint Ratio = B (.16)

The Home-Owners Insurance Company subsidiary insures private passenger vehicles in the states of Michigan and Ohio. Home-Owners Insurance Company has had a consistently excellent better-than-average auto insurance complaint history over the last five years, with its number of auto insurance complaints in its worst year during this period at a very low 16% of the industry average. The auto insurance market share for Home-Owners Insurance Company has grown by about 8% each year since 2010, which may be a strong indication of competitive auto insurance rates in Michigan and/or Ohio.

Owners Insurance Company Auto Insurance Complaint Statistics & Ratings

B = Better than Average C = Average W = Worse than Average

2013 Auto Insurance Complaint Ratio = B (.22)

2013 US auto insurance premium = $538,617,247

2012 Auto Insurance Complaint Ratio = B (.23)

2012 US auto insurance premium = $523,512,401

2011 Auto Insurance Complaint Ratio = B (.27)

2011 US auto insurance premium = $506,115,369

2010 Auto Insurance Complaint Ratio = B (.20)

2010 US auto insurance premium = $460,210,889

2009 Auto Insurance Complaint Ratio = B (.23)

The Owners Insurance Company subsidiary insures private passenger vehicles in 25 of the 26 states where its parent insurance group operates, including Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Minnesota, Missouri, Nebraska, North Carolina, North Dakota, Ohio, Pennsylvania, South Carolina, South Dakota, Tennessee, Utah, Virginia, and Wisconsin. Owners Insurance Company is not available in Michigan. Owners Insurance Company has an excellent, consistently better-than-average auto insurance complaint history over the last five years, with its number of auto insurance complaints in its worst year during this period still at a low of 27% of the industry average. The auto insurance market share for Owners Insurance Company has grown by more than 15% since 2010, which may be a good indication of competitive auto insurance rates in at least some of the states where it sells auto insurance.

Southern-Owners Insurance Company Auto Insurance Complaint Statistics & Ratings

B = Better than Average C = Average W = Worse than Average

2013 Auto Insurance Complaint Ratio = B (.57)

2013 US auto insurance premium = $153,570,833

2012 Auto Insurance Complaint Ratio = B (.12)

2012 US auto insurance premium = $148,144,146

2011 Auto Insurance Complaint Ratio = B (.19)

2011 US auto insurance premium = $137,438,558

2010 Auto Insurance Complaint Ratio = B (0) (No complaints)

2010 US auto insurance premium = $108,772,404

2009 Auto Insurance Complaint Ratio = B (.09)

The Southern-Owners Insurance Company subsidiary insures private passenger vehicles in the state of Florida only. In spite of a jump in the number of complaints in 2013, Southern-Owners Insurance Company has had a consistently better-than-average auto insurance complaint history over the last five years, with its number of auto insurance complaints in its worst year during this period (2013) at 57% of the industry average. The auto insurance market share for Southern-Owners Insurance Company has grown by more than 35% since 2010, which may be an indication of competitive auto insurance rates in Florida.

4. Auto-Owners Home Insurance Complaint Statistics & Ratings.

Auto Owners Insurance sells residential property (home, renters, condominium insurance) through the five subsidiary companies listed below. The most common reasons for complaints against home, renters, mobile home & condo insurance companies are delay in a claim payment, and unsatisfactory payment of a claim, and denial of a claim.

Here’s how I establish my complaint ratings:

B = Better than average. Insurance companies with complaint ratios less than 75% of the average insurance company.

C = Average. Insurance companies with complaint ratios from 75% to 125% of the average insurance company.

W = Worse than average. Insurance companies with complaint ratios more than 125% of the average insurance company.

Auto-Owners Insurance Company Home Insurance Complaint Statistics & Ratings

B = Better than Average C = Average W = Worse than Average

2013 Home Insurance Complaint Ratio = W (1.74)

2013 US home insurance premium = $336,883,853

2012 Home Insurance Complaint Ratio = W (1.26)

2012 US home insurance premium = $326,988,957

2011 Home Insurance Complaint Ratio = W (1.40)

2011 US home insurance premium = $316,237,324

2010 Home Insurance Complaint Ratio = C (.79)

2010 US home insurance premium = $297,745,283

2009 Home Insurance Complaint Ratio = C (1.15)

The Auto-Owners Insurance Company subsidiary insures homes in all of the 26 states its parent insurance group operates: Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Michigan, Minnesota, Missouri, Nebraska, North Carolina, North Dakota, Ohio, Pennsylvania, South Carolina, South Dakota, Tennessee, Utah, Virginia, and Wisconsin. Auto-Owners Insurance Company has had a worse-than-average home insurance complaint history over the last three years, with its number of home insurance complaints in its worst year, during the last five years, at 74% above the industry average. Although the home insurance complaint ratios for the Auto-Owners Insurance Company subsidiary were in the average range for 2009 & 2010, I’d consider this subsidiary as performing worse than average, based on its performance in the three most recent years. The home insurance market share for Auto-Owners Insurance Company has grown each year, during the last four years, which may be an indication of competitive home insurance rates in at least some of the states where it operates.

Home-Owners Insurance Company Home Insurance Complaint Statistics & Ratings

B = Better than Average C = Average W = Worse than Average

2013 Home Insurance Complaint Ratio = B (.27)

2013 US home insurance premium = $368,101,285

2012 Home Insurance Complaint Ratio = B (.32)

2012 US home insurance premium = $356,523,745

2011 Home Insurance Complaint Ratio = B (.17)

2011 US home insurance premium = $339,500,742

2010 Home Insurance Complaint Ratio = B (.34)

2010 US home insurance premium = $319,050,245

2009 Home Insurance Complaint Ratio = B (.28)

The Home-Owners Insurance Company subsidiary insures homes in the states of Michigan and Ohio. Home-Owners Insurance Company has had a consistently excellent better-than-average home insurance complaint history over the last five years, with its number of home insurance complaints in its worst year during this period at a low 34% of the industry average. The home insurance market share for Home-Owners Insurance Company has grown each year since 2010, which may be an indication of competitive home insurance rates in Michigan and/or Ohio.

Owners Insurance Company Home Insurance Complaint Statistics & Ratings

B = Better than Average C = Average W = Worse than Average

2013 Home Insurance Complaint Ratio = B (.40)

2013 US home insurance premium = $408,817,729

2012 Home Insurance Complaint Ratio = B (.36)

2012 US home insurance premium = $389,146,816

2011 Home Insurance Complaint Ratio = B (.42)

2011 US home insurance premium = $354,001,846

2010 Home Insurance Complaint Ratio = B (.15)

2010 US home insurance premium = $304,874,086

2009 Home Insurance Complaint Ratio = B (.30)

The Owners Insurance Company subsidiary insures homes in 25 of the 26 states where its parent insurance group operates, including Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Minnesota, Missouri, Nebraska, North Carolina, North Dakota, Ohio, Pennsylvania, South Carolina, South Dakota, Tennessee, Utah, Virginia, and Wisconsin. Owners Insurance Company is not available in Michigan. Owners Insurance Company has had a consistently better-than-average home insurance complaint history over the last five years, with its number of home insurance complaints in its worst year during this period at 42% of the industry average. The home insurance market share for Owners Insurance Company has grown by more than 33% since 2010, which may be a good indication of competitive home insurance rates in at least some of the states where it sells homeowners, condo, renters & mobile home insurance.

Property-Owners Insurance Company Home Insurance Complaint Statistics & Ratings

B = Better than Average C = Average W = Worse than Average

2013 Home Insurance Complaint Ratio = C (.92)

2013 US home insurance premium = $23,979,960

2012 Home Insurance Complaint Ratio = W (1.41)

2012 US home insurance premium = $23,281,293

2011 Home Insurance Complaint Ratio = W (1.45)

2011 US home insurance premium = $22,711,739

2010 Home Insurance Complaint Ratio = B (0) (No complaints)

2010 US home insurance premium = $21,222,970

2009 Home Insurance Complaint Ratio = B (.42)

Property-Owners Insurance Company is a much smaller subsidiary, less than 10% the size of the larger home insurance subsidiaries reviewed above, and it insures homes in the states of Michigan and Indiana only. Property-Owners Insurance Company has had a worse-than-average home insurance complaint history in two of the three most recent years, with its number of home insurance complaints in its worst year, during the last five years, at 45% above the industry average. However, only a few complaints can have a big impact on the complaint ratios of smaller subsidiary companies, like Property-Owners Insurance Company, making it harder for them to consistently have very low complaint ratios. For example, Property-Owners Insurance Company had 4 home insurance complaints in 2011 & 2012, resulting in the 1.45 & 1.41 complaint ratios respectively, but it had no home insurance complaints in 2010, giving it the best possible complaint ratio of 0.00. I’d consider this subsidiary as being too small, and its five year complaint history too inconsistent, to be a predictor of service performance. The home insurance market share for Property-Owners Insurance Company has grown slightly each year, during the last four years, which may be an indication of competitive home insurance rates in Michigan and/or Indiana.

Southern-Owners Insurance Company Home Insurance Complaint Statistics & Ratings

B = Better than Average C = Average W = Worse than Average

2013 Home Insurance Complaint Ratio = B (0) (No complaints)

2013 US home insurance premium = $8,846,229

2012 Home Insurance Complaint Ratio = B (0) (No complaints)

2012 US home insurance premium = $9,115,347

2011 Home Insurance Complaint Ratio = B (0) (No complaints)

2011 US home insurance premium = $9,816,050

2010 Home Insurance Complaint Ratio = B (0) (No complaints)

2010 US home insurance premium = $10,400,701

2009 Home Insurance Complaint Ratio = B (0) (No complaints)

The Southern-Owners Insurance Company subsidiary insures homes in the state of Florida only. Southern-Owners Insurance Company has had a perfect, better-than-average home insurance complaint history, with no home insurance complaints in the last five years. However, like many insurance companies in Florida, it appears Southern-Owners Insurance Company is not selling new home insurance policies in the sunshine state. The Florida home insurance market share for Southern-Owners Insurance Company is very small, and its been shrinking each year since 2010.

5. 2013 Auto-Owners Auto & Home Insurance Review Summary

Auto Insurance — Overall Customer Satisfaction

Illinois, Indiana, Michigan, Ohio, and Wisconsin: The Auto-Owners Insurance Group companies operating in these states (Auto-Owners Insurance, Owners Insurance Company, Home-Owners Insurance) have maintained an overall auto insurance customer satisfaction more than 2.4% above the average company score over the last three years, as measured by JD Power. Competitors providing overall auto insurance customer satisfaction closest to Auto-Owners Group, as measured by JD Power, are State Farm & Erie Insurance.

Arkansas, Iowa, Kansas, Minnesota, Missouri, Nebraska, North Dakota, and South Dakota The Auto-Owners Insurance Group companies operating in these states (Auto-Owners Insurance, Owners Insurance Company) have achieved an overall auto insurance customer satisfaction 2% or more above the average company in 2011 & 2013, as measured by JD Power, but were not rated for 2012 in these states. Competitors providing better or equivalent overall auto insurance customer satisfaction in these states, as measured by JD Power, are State Farm and Shelter Insurance.

Alabama, Georgia, Kentucky, North Carolina, South Carolina, and Tennessee: The Auto-Owners Insurance Group companies operating in these states (Auto-Owners Insurance, Owners Insurance Company, Home-Owners Insurance) have had an overall auto insurance customer satisfaction slightly above (1.5%) the average company in 2013, but slightly below (1.2%) the average company in 2012, and 2.5% above the national average in the 2011 national study, as measured by JD Power. Competitors providing better or similar overall auto insurance customer satisfaction in these states, as measured by JD Power, are Tennessee Farm Bureau, State Farm, and North Carolina Farm Bureau.

Florida: The Auto-Owners Insurance Group companies operating in Florida (Auto-Owners Insurance, Owners Insurance Company, Southern-Owners Insurance) have had an overall auto insurance customer satisfaction about the same (only .6% higher) as the average company in 2013, but slightly below (1.2%) the average company in the 2012 SE region study, and 2.5% above the national average in the 2011 national study, as measured by JD Power. Competitors providing better or similar overall auto insurance customer satisfaction in Florida, as measured by JD Power, are Metlife, Hartford, State Farm, Progressive, and Allstate.

Auto Insurance — Claims Satisfaction

Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Michigan, Minnesota, Missouri, Nebraska, North Carolina, North Dakota, Ohio, Pennsylvania, South Carolina, South Dakota, Tennessee, Utah, Virginia, and Wisconsin: The Auto-Owners Insurance Group companies have maintained a superior overall auto insurance claims satisfaction score 3.5% or more above the average company score over the last two years (2011 & 2012), as measured by JD Power. The 2013 JD Power auto claims satisfaction results have not been published yet, but Auto-Owners Insurance Group received the highest rating of five power circles (among the best) in the category of Claims for the 2013 JD Power auto insurance customer satisfaction study in the North Central (Illinois, Indiana, Michigan, Ohio, and Wisconsin) & Southeast (Alabama, Georgia, Kentucky, North Carolina, South Carolina, and Tennessee) regions, and four power circles (better than most) in the category of Claims for the Central (Arkansas, Iowa, Kansas, Minnesota, Missouri, Nebraska, North Dakota, and South Dakota) & Florida regions. Although 2% above the average is above average performance, a difference by as much as 3% (30 points on the 1,000 point scale) is not a huge qualitative difference between companies. The only competitor providing about the same overall auto insurance claims satisfaction, as measured by JD Power in 2012, is USAA, which is open only to the US Military, their immediate families, and honorably discharged veterans.

Auto Insurance — Customer Complaints

Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Michigan, Minnesota, Missouri, Nebraska, North Carolina, North Dakota, Ohio, Pennsylvania, South Carolina, South Dakota, Tennessee, Utah, Virginia, and Wisconsin: The Auto-Owners Insurance Group companies have had consistent better-than-average auto insurance complaint histories over the last four years, with the number of auto insurance complaints in its worst year during this period for any subsidiary at 88% of the industry average. For the subsidiaries other than Auto-Owners Insurance Company (That is Southern-Owners Insurance, Owners Insurance, Home-Owners Insurance companies), the number of auto insurance complaints in the worst of the last four years was only 25% of the industry average. Competing companies with similar better-than-average auto insurance complaint histories are Amica & State Farm.

Home Insurance — Overall Customer Satisfaction

The Auto-Owners Insurance Group companies have maintained an overall home insurance customer satisfaction score above the average company score over the last three years: 2.5% above average in 2013, 1.4% above average in 2012, and 3.7% above average in 2011, as measured by JD Power. Competitors providing about the same or higher overall home insurance customer satisfaction, as measured by JD Power, are Amica, State Farm, and Erie Insurance.

Home Insurance — Claims Satisfaction

The Auto-Owners Insurance Group companies have maintained an overall home insurance claims satisfaction score above the average company score over the last two years: 1.7% above the average score in 2013 and 4% above the average score in 2012. Competitors providing higher overall home insurance claims satisfaction, as measured by JD Power, are Amica, Country, Hartford, Nationwide, and Erie Insurance.

Home Insurance — Customer Complaints

Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Michigan, Minnesota, Missouri, Nebraska, North Carolina, North Dakota, Ohio, Pennsylvania, South Carolina, South Dakota, Tennessee, Utah, Virginia, and Wisconsin: These Auto-Owners Insurance Group subsidiary companies — Southern-Owners Insurance, Owners Insurance Company, Home-Owners Insurance companies — have had consistent better-than-average home insurance complaint histories over the last four years, with the number of home insurance complaints in its worst year during this period for these subsidiaries at 44% of the industry average. However, a large subsidiary insuring homes in these states, Auto-Owners Insurance Company, has had a worse than average home insurance complaint record over the last two years (2011 & 2012), with the number of home insurance complaints in the worst of the last four years at 33% more than the industry average. If you qualify for one of the other Auto-Owners Insurance Group subsidiaries, other than Auto-Owners Insurance Company (and Property-Owners Insurance Company in MI & IN), they have great complaint records. But if you qualify for Auto-Owners Insurance Company only, you can find other companies with a better complaint record. Competing companies with better-than-average home insurance complaint histories are Amica, Cincinnati insurance, & State Farm.

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