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 six 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. I’ll review the AM Best Financial Strength Rating (FSR) for the Auto Owners Insurance subsidiaries, too.
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The detailed information in this review compares Auto-Owners car & home insurance to the industry average and competing companies for customer service, claims processing performance, customer complaints, financial strength, 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 Auto-Owners consistently performs better than average, average, or worse than average for customer service, claims, complaints, and pricing, and compare Auto-Owners to over 40 other U.S. auto & home insurance companies.
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 customer & claims satisfaction scores & ratings for Auto-Owners compared to competing companies 3. Auto insurance customer complaint record over the last five years 4. Home insurance customer complaint record over the last five years, and 5. Competitiveness of its auto & home insurance rates.
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 1/16/2015. 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 01/16/15, 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.
AM Best financial strength ratings are not a measure of customer service or the quality of the claims adjusting for any of the Auto-Owners companies, but an opinion about their ability to pay claims, remain financially solvent, and stay in business. I recommend avoiding, if possible or practical, any auto or homeowners insurance company with lower than an “A-” rating for financial strength from AM Best. Some major auto & home insurance companies have higher financial strength ratings than the Auto-Owners companies, but the difference in financial strength among A++, A+, A, & A- rated companies is not significant to me unless higher rated companies are the same or better in terms of price, coverage, claims handling, and customer service.
2. Auto-Owners Insurance JD Power Ratings Analysis for 2011, 2012, 2013, 2014, 2015, & 2016
This section of the 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.
I’ll compare the numerical scores (instead of the power circle rating) for Auto-Owners 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. Auto-Owners was included in the following annual JD Power insurance studies:
The Annual JD Power Auto Insurance Customer Satisfaction Study
The Annual JD Power Auto Insurance Claims Satisfaction Study
The Annual JD Power Auto Insurance Purchasing Experience Study
The Annual JD Power Homeowners Insurance Customer Satisfaction Study
The Annual JD Power Property (Home) Insurance Claims Satisfaction Study
You can scroll down to read my analysis or summaries of the studies most interesting to you.
The Annual JD Power US Auto Insurance Customer Satisfaction Study
Of the eleven regional surveys composing the 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 (AR, IA, KS, MN, MO, NE, ND, OK, SD)
2015: Auto-Owners scored 30 points (on a 1,000 point scale) or 3% above the 2015 Central region average, at 850 out of 1,000 points.
Here is how Auto-Owners rated in the 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: Four Power Circles (better than most)
Billing & Payment: Four Power Circles (better than most)
Interaction: Five Power Circles (among the best)
Claims: Five Power Circles (among the best)
Overall Customer Satisfaction: Five Power Circles (among the best)
Shelter scored about the same (within 4 points) as Auto-Owners in the 2015 Central Region study.
These companies scored 4% higher than Auto-Owners in the 2015 Central Region study (from highest scoring company to lowest scoring company): USAA.
These companies scored 2% or more lower than Auto-Owners in the 2015 Central Region study (from highest scoring company to lowest scoring company): State Farm, American Family, Allstate, Farmers, GEICO, Hartford, Safeco, Auto Club of Southern California, Progressive, Farm Bureau Mutual, Liberty Mutual, Nationwide, and Travelers.
2014: Auto-Owners scored 33 points (on a 1,000 point scale) or 3.3% above the 2014 Central region average, at 853 out of 1,000 points.
Here is how Auto-Owners rated in the Central Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Five Power Circles (among the best)
Price: Four Power Circles (better than most)
Billing & Payment: Five Power Circles (among the best)
Interaction: Five Power Circles (among the best)
Claims: Five Power Circles (among the best)
Overall Customer Satisfaction: Five Power Circles (among the best)
These companies scored 5.5% higher than Auto-Owners in the 2014 Central Region study: USAA.
These companies scored 2.3% or more lower than Auto-Owners in the 2014 Central Region study: State Farm, GEICO, Farm Bureau Mutual, American Family, Safeco, The Hartford, Allstate, Travelers, Liberty Mutual, Auto Club of Southern California, Farmers, Nationwide, and Progressive.
2013: 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.
Central Region Auto Insurance Satisfaction Summary: Auto-Owners scored 2%, 3.3% and 3% above the central region average each year in the 2013, 2014, & 2015 studies respectively, showing a trend of above average auto insurance customer satisfaction in the central region states (AR, IA, KS, MN, MO, NE, ND, OK, SD). Only USAA has had higher auto insurance customer satisfaction in this region for 2013, 2014, & 2015, and Shelter is another competitor coming close to having the same level of satisfaction as Auto-Owners over three years.
Florida Region Auto Insurance Study (consisting of the state of Florida only)
2015: Auto-Owners scored 35 points (on a 1,000 point scale) or 3.5% below the 2015 Florida region average, at 794 out of 1,000 points.
Here is how Auto-Owners 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: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
21st Century, Travelers, and Esurance scored about the same (within 3 points) as Auto-Owners in the 2015 Florida Region study.
These companies scored .7% or more higher than Auto-Owners in the 2015 Florida Region study (from highest scoring company to lowest scoring company): USAA, GEICO, Progressive, Allstate, Metlife, State Farm, Liberty Mutual, Nationwide, and Hartford.
These companies scored .6% lower than Auto-Owners in the 2015 Florida Region study (from highest scoring company to lowest scoring company): Safeco.
2014: Auto-Owners scored 10 points (on a 1,000 point scale) or 1% above the 2014 Florida region average, at 815 out of 1,000 points.
Here is how Auto-Owners rated in the Florida 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: Four Power Circles (better than most)
Interaction: Four Power Circles (better than most)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Four Power Circles (better than most)
These companies scored 1.2% or more higher than Auto-Owners in the 2014 Florida Region study: USAA and The Hartford.
These companies scored 1% or more lower than Auto-Owners in the 2014 Florida Region study: State Farm, GEICO, Liberty Mutual, Travelers, Esurance, Safeco, Nationwide, and 21st Century.
2013: 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.
Florida Region Auto Insurance Satisfaction Summary: Auto-Owners scored .6% above, 1% above, and 3.5% below the region average each year in the 2013, 2014, & 2015 studies respectively, showing inconsistent auto insurance customer satisfaction in the state of Florida, and a much worse than average score in the latest year.
North Central Region Auto Insurance Study (IL, IN, MI, OH, WI)
2015: Auto-Owners scored 26 points (on a 1,000 point scale) or 2.6% above the 2015 North Central region average, at 834 out of 1,000 points.
Here is how Auto-Owners rated in the North Central Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Four Power Circles (better than most)
Price: Three Power Circles (about average)
Billing & Payment: Five Power Circles (among the best)
Interaction: Five Power Circles (among the best)
Claims: Five Power Circles (among the best)
Overall Customer Satisfaction: Five Power Circles (among the best)
These companies scored 6.4% higher than Auto-Owners in the 2015 North Central Region study (from highest scoring company to lowest scoring company): USAA.
These companies scored .6% or more lower than Auto-Owners in the 2015 North Central Region study (from highest scoring company to lowest scoring company): Nationwide, 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: Auto-Owners scored 24 points (on a 1,000 point scale) or 2.4% above the 2014 North Central region average, at 840 out of 1,000 points.
Here is how Auto-Owners rated in the North Central Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Five Power Circles (among the best)
Price: Three Power Circles (about average)
Billing & Payment: Five Power Circles (among the best)
Interaction: Five Power Circles (among the best)
Claims: Five Power Circles (among the best)
Overall Customer Satisfaction: Five Power Circles (among the best)
These companies scored 5.9% higher than Auto-Owners in the 2014 North Central Region study: USAA.
These companies scored 1.1% or more lower than Auto-Owners in the 2014 North Central Region study: State Farm, Grange, Erie, Country, The Hartford, American Family, GEICO, Michigan Farm Bureau, Nationwide, Progressive, Liberty Mutual, Allstate, Farmers, Automobile Club, The Hanover, and Metlife.
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.
North Central Region Auto Insurance Satisfaction Summary: Auto-Owners scored 2.4% , 3.6%, 2.4%, and 2.6% above the north central region average each year in the 2012, 2013, 2014 & 2015 studies respectively, showing a trend of above average auto insurance customer satisfaction in the north central region states of IL, IN, MI, OH, and WI. Only USAA has had higher auto insurance customer satisfaction in this region for 2012, 2013, 2014, & 2015.
Southeast Region Auto Insurance Study (AL, GA, KY, LA, MS, NC, SC, TN)
2015: Auto-Owners scored 3 points (on a 1,000 point scale) or .3% below the 2015 Southeast region average, at 822 out of 1,000 points.
Here is how Auto-Owners rated in the Southeast Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Two Power Circles (lowest rating)
Price: Three Power Circles (about average)
Billing & Payment: Three Power Circles (about average)
Interaction: Four Power Circles (better than most)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Three Power Circles (about average)
These companies scored .2% or more higher than Auto-Owners 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.
These companies scored .6% or more lower than Auto-Owners in the 2015 Southeast Region study (from highest scoring company to lowest scoring company): GEICO, Nationwide, Travelers, Liberty Mutual, and Safeco.
2014: Auto-Owners scored 23 points (on a 1,000 point scale) or 2.3% above the 2014 Southeast region average, at 839 out of 1,000 points.
Here is how Auto-Owners rated in the Southeast Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Five Power Circles (among the best)
Price: Four Power Circles (better than most)
Billing & Payment: Five Power Circles (among the best)
Interaction: Five Power Circles (among the best)
Claims: Four Power Circles (better than most)
Overall Customer Satisfaction: Four Power Circles (better than most)
These companies scored 8.6% higher than Auto-Owners in the 2014 Southeast Region study: USAA.
These companies scored 1.5% or more lower than Auto-Owners in the 2014 Southeast Region study: Kentucky Farm Bureau, GEICO, Liberty Mutual, State Farm, Progressive, Safeco, Travelers, Nationwide, and Allstate.
2013: 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.
Southeast Region Auto Insurance Satisfaction Summary: Auto-Owners scored 1.5% above, 2.3% above and .3% below the north central region average each year in the 2013, 2014, & 2015 studies respectively, showing inconsistent auto insurance customer satisfaction in the Southeast region states of AL, GA, KY, LA, MS, NC, SC, and TN, and about average satisfaction in the most recent year.
2011 National Study
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
2015: Auto-Owners scored 36 points (on a 1,000 point scale) or 3.6% above the 2015 US auto claims satisfaction study average, at 893 out of 1,000 points.
Here is how Auto-Owners rated in the six factors used to determine its overall auto insurance claims satisfaction score in 2015:
First Notice of Loss: Five Power Circles (among the best)
Service Interaction: Five Power Circles (among the best)
Appraisal: Five Power Circles (among the best)
Repair Process: Five Power Circles (among the best)
Rental Car Experience: Three Power Circles (about average)
Settlement: Five Power Circles (among the best)
Overall Auto Claims Satisfaction: Five Power Circles (among the best)
These insurance companies scored about the same (from .2% above to .8% below) as Auto-Owners in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): New Jersey Manufacturers, USAA, and Amica
These insurance companies scored 2.2% or more lower than Auto-Owners in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): Auto Club of Southern California, Hartford, Nationwide, Erie, Allstate, American Family, Farmers, Safeco, State Farm, GEICO, Liberty Mutual, Progressive, Country Financial, Mercury, Travelers, CSAA Insurance Group, 21st Century, Hanover, Metlife, Automobile Club Group, Esurance, and MAPFRE-Commerce Insurance.
2014: Auto-Owners scored 22 points (on a 1,000 point scale) or 2.2% above the 2014 JD Power Auto Claims Satisfaction study average, at 879 out of 1,000 points.
Here is how Auto-Owners rated in the six factors used to determine its overall auto insurance claims satisfaction score in 2014:
First Notice of Loss: Four Power Circles (better than most)
Service Interaction: Five Power Circles (among the best)
Appraisal: Five Power Circles (among the best)
Repair Process: Three Power Circles (about average)
Rental Car Experience: Five Power Circles (among the best)
Settlement: Four Power Circles (better than most)
Overall Auto Claims Satisfaction: Four Power Circles (better than most)
These companies scored 1.7% or more higher than Auto-Owners in the 2014 JD Power Auto Claims Satisfaction study: Amica and USAA.
These companies scored 2% or more lower than Auto-Owners in the 2014 JD Power Auto Claims Satisfaction study: Erie, Travelers, Mercury, GEICO, Nationwide, Country, Safeco, Allstate, Metlife, Farmers, Progressive, Auto Club, CSAA/AAA NCNU, 21st Century, Liberty Mutual, Esurance, and MAPFRE-Commerce.
2013: Auto-Owners scored 19 points (on a 1,000 point scale) or 1.9% above the 2013 JD Power Auto Claims Satisfaction study average, at 874 out of 1,000 points.
These companies scored 1.5% or more higher than Auto-Owners in the 2013 JD Power Auto Claims Satisfaction study: USAA, NJ Manufacturers, and Auto Club of Southern California.
These companies scored 1.2% or more lower than Auto-Owners 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: 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.
Auto Insurance Claims Satisfaction Summary: Auto-Owners scored 4.4 %, 3.5% , 1.9%, 2.2%, and 3.6% above the national average each year in the 2011, 2012, 2013, 2014, & 2015 studies respectively, showing a long trend of above average satisfaction in the national JD Power Auto Claims Satisfaction study.
The Annual JD Power Auto Insurance Purchase Experience Study & Pricing
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.
2016: Auto-Owners scored 5 points (on a 1,000 point scale) or .5% above the 2016 JD Power Auto Insurance Purchase Experience study average, at 831 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 Auto-Owners 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: Not rated
Local Agent: Three Power Circles (about average)
Call Center Representative: Not rated
Policy Offerings: Four Power Circles (better than most)
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: Auto-Owners 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 Auto-Owners 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: Not rated.
Local Agent: Four Power Circles (better than most)
Call Center Representative: Not rated.
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.
2014: Due to small sample size, Auto Insurance Purchase Experience ratings for Auto-Owners Insurance were not included in 2014.
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 for the 2013 study. 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. 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.
JD Power Auto Insurance Purchase Experience Summary: Auto-Owners consistently rates about average for auto insurance rates in this annual JD Power study.
However, don’t rely on how Auto-Owners performed in this auto insurance shopping study to tell you if Auto-Owners has about average auto insurance rates for you. 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.
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. See the ads at the top & bottom of this review to shop your auto insurance with as many companies as are available to you.
The Annual JD Power US National Homeowners Insurance Customer Satisfaction Study
2015: Auto-Owners scored 32 points (on a 1,000 point scale) or 3.2% above the 2015 JD Power Homeowners Insurance Customer Satisfaction study average, at 819 out of 1,000 points.
Here is how Auto-Owners rated in the five factors used to determine its overall homeowners insurance customer satisfaction score in 2015:
Policy Offerings: Four Power Circles (better than most)
Price: Four Power Circles (better than most)
Billing & Payment: Four Power Circles (better than most)
Interaction: Five Power Circles (among the best)
Claims: Three Power Circles (about average)
Overall Homeowners Insurance Satisfaction: Four Power Circles (better than most)
These companies scored 1.5% or more higher than Auto-Owners in the 2015 JD Power Homeowners Insurance Customer Satisfaction study (from highest scoring company to lowest scoring company): USAA and Amica.
These companies scored .6% or more lower than Auto-Owners in the 2015 JD Power Homeowners Insurance Customer Satisfaction study (from highest scoring company to lowest scoring company): Erie, Auto Club of Southern California, GEICO, American Family, COUNTRY Financial, Shelter, State Farm, Nationwide, Allstate, California State Auto Association (CSAA), Hartford, Chubb, Progressive, Cincinnati, Mercury, Farmers, Encompass, Automobile Club Group, Metlife, Kemper, Liberty Mutual, Safeco, Travelers, and Hanover.
2014: Auto-Owners scored 39 points (on a 1,000 point scale) or 3.9% above the 2014 JD Power Homeowners Insurance Customer Satisfaction study average, at 829 out of 1,000 points.
Here is how Auto-Owners rated in the five factors used to determine its overall homeowners insurance customer satisfaction score in 2014:
Policy Offerings: Five Power Circles (among the best)
Price: Four Power Circles (better than most)
Billing & Payment: Four Power Circles (better than most)
Interaction: Five Power Circles (among the best)
Claims: Five Power Circles (among the best)
Overall Homeowners Insurance Satisfaction: Five Power Circles (among the best)
These companies scored 1% or more higher than Auto-Owners in the 2014 JD Power Homeowners Insurance Customer Satisfaction study: USAA and Amica.
These companies scored 1.6% or more lower than Auto-Owners in the 2014 JD Power Homeowners Insurance Customer Satisfaction study: State Farm, Erie, American Family, Auto Club of Southern California, The Hartford, Country, Mercury, Allstate, CSAA/AAA NCNU, GEICO, Nationwide, Safeco, Farmers, Metlife, Liberty Mutual, Travelers, Auto Club, Progressive, and The Hanover.
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.
Homeowners Insurance Customer Satisfaction Summary: Auto-Owners scored 3.7%, 1.4%, 2.5%, 3.9% and 3.2% above the national average each year in the 2011, 2012, 2013, 2014 & 2015 studies respectively, showing a trend of above average satisfaction in the national JD Power Homeowners Insurance Customer Satisfaction study. However, in the 2015 study, Auto-Owners Home insurance customers rated the company’s claim service as average.
The Annual JD Power US Property Claims Satisfaction Study
2016: Auto-Owners scored 3 points (on a 1,000 point scale) or .3% below the 2016 US Property Claims Satisfaction study average, at 843 out of 1,000 points. The 2016 Property Claims Satisfaction Study is based on more than 5,700 responses from homeowners insurance customers who filed a property claim between January 2014 & December 2015.
Here is how Auto-Owners 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: Four Power Circles (better than most)
Estimation Process: Three Power Circles (about average)
Repair Process: Three Power Circles (about average)
Settlement: Three Power Circles (about average)
Overall Property Claims Satisfaction: Three Power Circles (about average)
The companies scored about the same (from 1 point (.1%) above to 8 points (.8%) above) as Auto-Owners in the 2016 US Property Claims Satisfaction study (from highest scoring company to lowest scoring company): American Family, Chubb, California State Auto Association (CSAA), Farmers, Allstate, Metlife, and Travelers.
These companies scored 1% or more higher than Auto-Owners in the 2016 US Property Claims Satisfaction study (from highest scoring company to lowest scoring company): Amica, Auto Club of Southern California, USAA, Country, Encompass, Erie, Safeco, State Farm, Liberty Mutual, The Hanover, and Nationwide.
These companies scored .3% or more lower than Auto-Owners in the 2016 US Property Claims Satisfaction study (from highest scoring company to lowest scoring company): Hartford and MAPFRE (Commerce).
2015: Auto-Owners scored 29 points (on a 1,000 point scale) or 2.9% below the 2015 US Property Claims Satisfaction study average, at 822 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 Auto-Owners rated in the five factors used to determine its overall property claims satisfaction score in 2015:
First Notice of Loss: Three Power Circles (about average)
Service Interaction: Three Power Circles (about average)
Estimation Process: Two Power Circles (lowest rating)
Repair Process: Three Power Circles (about average)
Settlement: Two Power Circles (lowest rating)
Overall Homeowners Insurance Satisfaction: Two Power Circles (lowest rating)
These companies scored 1.9% or more higher than Auto-Owners in the 2015 US Property Claims Satisfaction study: USAA, Amica, Nationwide, 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.
These companies scored .4% lower than Auto-Owners in the 2015 US Property Claims Satisfaction study: Auto Club.
2014: Auto-Owners scored 14 points (on a 1,000 point scale) or 1.4% above the 2014 US Property Claims Satisfaction study average, at 854 out of 1,000 points.
These companies scored 2.3% or more higher than Auto-Owners in the 2014 JD Power Property Claims Satisfaction study: USAA, Amica, and Erie.
These companies scored .9% or more lower than Auto-Owners 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: 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.
Homeowners Insurance Claims Satisfaction Summary: After three years of above average performance, Auto-Owners scored 2.9% and .3% below the national average in 2015 and 2016 respectively, showing inconsistent satisfaction in the national JD Power Property Claims Satisfaction study over the last five years. Its low score in 2015 is recent enough to expect less than average home insurance claims satisfaction at this time.
Auto-Owners Auto & Homeowners Insurance Complaint Record 2009-2014
You may really like your car or home insurance company, or you may have heard from relatives or friends about the insurance companies they think are best, but you never really know how good your insurance company will be, until you have a serious claim. A great way to evaluate an auto or home insurance company’s claims service is to look at its customer complaint record.
A measure of quality for an auto or homeowners insurance company is the number of upheld complaints filed against it with a state’s insurance regulatory authority, compared to the industry average and competing companies. Some of the most common reasons, for people to file auto & home insurance complaints with a state insurance department against insurance companies, are for delays in a claim payment, unsatisfactory payment of a claim, and denial of a claim.
Sections #3 & #4 of this review will show you if Auto-Owners auto & home insurance has a better-than-average, average, or below-average complaint record, based on its 2009, 2010, 2011, 2012, 2013 & 2014 customer complaint statistics. These sections of the review provides valuable information, to help you decide if Auto-Owners, or a competitor, like State Farm, Erie, GEICO, or American Family, is a better insurance company for you. By choosing a company with a better-than-average complaint history, or at least avoiding companies with consistent, worse-than-average complaint records, you decrease the likelihood you will have a negative experience, when you need your auto or home insurance company.
The complaint statistics, called complaint ratios, used in this Auto-Owners Insurance review are the number of upheld complaints filed against each of the Auto-Owners companies with a state’s insurance regulatory authority, adjusted for each subsidiary’s market share, as determined by the National Association of Insurance Commissioners.
The complaint ratios for the Auto-Owners insurance companies listed below display the ratio of the company’s U.S. Market Share of closed complaints compared to the company’s U.S. Market Share of premiums for a specific policy type. Complaint ratios lower than “1” have less complaints than average, and complaint ratios over “1” have more complaints than average. The lower the complaint ratio, the less complaints against the company. Ideally, you want to choose an auto or home insurance company with complaint ratios less than 1.00 each year, at least over the most recent three years.
So you don’t have to worry about comparing complaint ratio numbers, I devised a rating system to help you identify if Auto-Owners has a good or poor complaint record.
Here’s how I establish my auto & homeowners insurance 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. I use a minus sign (-) to indicate auto insurance complaint ratios slightly worse than average (1.05 to 1.25) and a plus sign (+) for auto insurance complaint ratios slightly better than average (.95 to .75).
W = Worse than average. Insurance companies with complaint ratios more than 125% of the average insurance company.
I prefer companies with the longest recent history of “B” ratings each year (or at least in the most recent three years). Companies with “B” or “C+” ratings are okay, too, particularly if they have less market share, with less than $50,000,000 in premiums for that line of insurance (auto or home) each year. I prefer to avoid companies with a consistently higher than average number of complaints, or with inconsistent complaint records, unless there are mitigating factors, such as very small market share.
3. Auto-Owners Insurance Group Auto Insurance Complaint Statistics & Ratings
Auto-Owners 2012 -2014 auto insurance complaint record considering all subsidiaries:
Average
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.
Below is the auto insurance complaint record for each Auto Owners subsidiary insuring personal use cars & trucks in the USA:
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = C (.89)
2015 US auto insurance premium = $436,650,802
2014 Auto Insurance Complaint Ratio = C (1.05)
2014 US auto insurance premium = $433,485,189
2013 Auto Insurance Complaint Ratio = B (.71)
2013 US auto insurance premium = $429,247,541
2012 Auto Insurance Complaint Ratio = C+ (.86)
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 lower than average number of auto insurance complaints from 2009 to 2013, but closer to average in recent years, and its number of auto insurance complaints in 2014 was 5% more than the industry average. The auto insurance market share for Auto-Owners Insurance Company has grown each year since 2010, which may be an indication of competitive auto insurance rates in at least some of the states where it operates.
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = B (.03)
2015 US auto insurance premium = $733,809,030
2014 Auto Insurance Complaint Ratio = B (.09)
2014 US auto insurance premium = $708,248,135
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 six 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 greatly each year since 2010, which may be a strong indication of competitive auto insurance rates in Michigan and/or Ohio.
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = B (.35)
2015 US auto insurance premium = $578,140,717
2014 Auto Insurance Complaint Ratio = B (.48)
2014 US auto insurance premium = $556,398,959
2013 Auto Insurance Complaint Ratio = B (.24)
2013 US auto insurance premium = $538,617,247
2012 Auto Insurance Complaint Ratio = B (.22)
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 six 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 each year 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.
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = B (.59)
2015 US auto insurance premium = $153,437,974
2014 Auto Insurance Complaint Ratio = W (1.31)
2014 US auto insurance premium = $153,568,359
2013 Auto Insurance Complaint Ratio = B (.56)
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.
Southern-Owners Insurance Company had a better-than-average auto insurance complaint record each year from 2009 to 2013, but its number of auto insurance complaints in 2014 was 31% more than the industry average. The auto insurance market share for Southern-Owners Insurance Company was flat from 2013 to 2014, which may be an indication it no longer has competitive auto insurance rates, or may no longer be selling new auto insurance policies in Florida.
4. Auto-Owners Home Insurance Complaint Statistics & Ratings
Auto-Owners 2012 -2014 Homeowners (including condo, renters, and mobile home) insurance complaint record considering all subsidiaries:
Worse than average
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.
Below is the homeowners (including condo, renters, and mobile home) insurance complaint record for each Auto Owners subsidiary insuring homes in the USA:
B = Better than Average C = Average W = Worse than Average
2015 Home Insurance Complaint Ratio = B (.63)
2015 US home insurance premium = $779,404,344
2014 Home Insurance Complaint Ratio = C- (1.15)
2014 US home insurance premium = $473,692,947
2013 Home Insurance Complaint Ratio = W (1.77)
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 a higher than average number of home insurance complaints in five of the last six years, with its number of home insurance complaints in its worst year (2013) during this period, at 77% more than the industry average.
The home insurance market share for Auto-Owners Insurance Company has grown each year since 2010, with a huge increase in market share from 2013 to 2014, which may be an indication it now has competitive home insurance rates in at least some of the states where it operates. It’s also possible the large increase in home insurance market share for Auto-Owners Insurance Company is partially because home insurance customers are being transferred at renewal from the Home-Owners Insurance Company subsidiary, which may account for the large decrease in home insurance market share for that subsidiary.
B = Better than Average C = Average W = Worse than Average
2015 Home Insurance Complaint Ratio = B (.28)
2015 US home insurance premium = $36,005,681
2014 Home Insurance Complaint Ratio = B (.10)
2014 US home insurance premium = $266,283,475
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 six 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 decreased from a lot from 2013 to 2014, which may be an indication it no longer has competitive home insurance rates in Michigan and/or Ohio. It’s also possible the large decrease in market share for Home-Owners Insurance Company is because its home insurance customers are being transferred at renewal to the Auto-Owners Insurance Company subsidiary, which may account for the large increase in home insurance market share for that subsidiary.
B = Better than Average C = Average W = Worse than Average
2015 Home Insurance Complaint Ratio = B (.55)
2015 US home insurance premium = $363,920,675
2014 Home Insurance Complaint Ratio = B (.49)
2014 US home insurance premium = $415,089,500
2013 Home Insurance Complaint Ratio = B (.51)
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 six years, with its number of home insurance complaints in its worst year during this period still at only 51% of the industry average. The home insurance market share for Owners Insurance Company has grown each year since 2010, which may be an indication of competitive home insurance rates in at least some of the states where it sells homeowners, condo, renters & mobile home insurance.
B = Better than Average C = Average W = Worse than Average
2015 Home Insurance Complaint Ratio = B (.41)
2015 US home insurance premium = $24,490,291
2014 Home Insurance Complaint Ratio = B (.39)
2014 US home insurance premium = $23,933,789
2013 Home Insurance Complaint Ratio = W (1.38)
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 three of the four most recent years, but its number of home insurance complaints in 2014 was 39% of 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 complaint history too inconsistent, to be a predictor of service performance. The home insurance market share for Property-Owners Insurance Company has remained flat for the last four years, which may be an indication it does not have competitive home insurance rates in Michigan and/or Indiana.
B = Better than Average C = Average W = Worse than Average
2015 Home Insurance Complaint Ratio = B (0) (No complaints)
2015 US home insurance premium = $8,594,781
2014 Home Insurance Complaint Ratio = W (3.43)
2014 US home insurance premium = $8,066,616
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 home insurance complaint history with no home insurance complaints from 2009 to 2013. Due to its extremely small home insurance market share, the three home insurance complaints against it in 2014 resulted in very high home insurance complaint ratio for that year.
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. Auto-Owners Car & Home Insurance Rates & Pricing Compared to Competitors
Homeowners Insurance
Auto-Owners received a rating of four power circles (better than most) for homeowners insurance pricing in the 2015 JD Power Homeowners Insurance Satisfaction study. These companies also rated better than average (4 power circles and 5 power circles) for lower homeowners insurance rates in the 2015 JD Power Homeowners Insurance Satisfaction study: USAA, Amica, Erie, Auto Club of SC, GEICO, and Mercury.
The following companies received the worst JD Power rating of 2 power circles for homeowners insurance rates in the 2015 JD Power Homeowners Insurance Satisfaction study: Kemper, Liberty Mutual, and Hanover.
Auto Insurance
Auto-Owners received a rating of four power circles (better than most) for the states of AR, IA, KS, MN, MO, NE, ND, OK, SD, three power circles (about average) in the states of AL, GA, IL, IN, KY, LA, MI, MS, NC, OH, SC, TN, & WI, and the lowest rating of two power circles in FL. for auto insurance pricing in the 2015 JD Power Auto Insurance Satisfaction study. These companies rated above average (5 power circles and 4 power circles) for lower auto insurance rates in the 2015 JD Power Auto Insurance Satisfaction study in some of the same states where Auto-Owners was rated: Auto Club of Southern California, GEICO, Shelter, USAA, Erie, Tennessee Farm Bureau, North Carolina Farm Bureau, Alfa, The Hartford, Progressive, and Metlife (Florida only).
However, the companies with the best rates for some people participating in a survey may not have low rates for you. To get lower auto or home insurance rates, the only way to know if any insurance company has high or low rates for you is to conduct your own pricing survey, by obtaining price quotes & reviewing your coverage with all the leading insurance companies in your state, to find the best company for you.
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