JD Power home insurance customer satisfaction & property claims satisfaction studies are great tools for insurance shoppers to measure an insurance company’s claims & customer service, but people make the mistake of trusting the power circle ratings in these studies too much. You may think all four of five power circle rated companies are much better than average-scoring companies with lower power circle ratings. However, when you look at the numerical scores these companies received, many are actually not much better, or much worse than average. Some companies do outperform others, while some companies rated as average, scored far below average. Today’s blog post reviews the raw scores and ratings for the eighteen insurance companies included in the 2014 JD Power Property Claims Satisfaction Study for homeowners insurance, released earlier this year. I’ll show you the companies really performing much better or worse than average, so you can avoid the worst companies, and not pay more for a company, with the false expectation of proper service, based only on its power circle rating or brand name.

You may be familiar with the JD Power rating system: 5 Power Circles (among the best), 4 Power Circles (better than most), 3 Power circles (about average), and 2 Power Circles (the rest). However, each company rated in a JD Power customer survey has a numerical score, upon which its power circle rating is based. The numerical score is calculated on a scale of 1 to 1,000 points, determined from the customer survey results. Although an insurance company may have an average or above average power circle rating, you need to consider its numerical score, to decide if the company actually provides better, or much better, property claims satisfaction compared to other companies.

For example, Erie Insurance, the highest scoring company with a 4 power circle rating (better than most), received 877 points on the 1,000 point scale. The lowest scoring company with a 4 power circle rating, Auto-owners insurance, scored 854 points on the 1,000 point scale — 14 points higher than the study average of 840, but 23 points less than Erie Insurance. These two companies have the same rating, but the one with the higher score has a much higher level of property claims satisfaction than the lower scoring one. Erie scored only 9 points more (on the 1,000 point scale) than Farmers Insurance. But Erie is rated at 4 power circles (better than most), and Farmers is rated at 3 power circles (about average). As a customer, you don’t want to pay more for a high rated company that is only slightly better than an average rated company. There are 18 companies included in this property claims satisfaction study. 12 of them are rated at 3 power circles (about average), but their scores range from 5 points above the study average, to 24 points below the study average. These companies have the same “about average” rating, but their scores show a big difference, with some companies rated average, scoring well below the study average.

Below, I show you the numerical scores for each home insurance company in the study, ranked from the highest score to the lowest score, so you can see which companies really are providing better property claims satisfaction, and how each company compares to the others, as well as the study average.

JD Power 2014 US Property Insurance Claims Satisfaction Study: 18 Major Insurance Companies ranked from Best to Worst for Overall Property Claims Satisfaction

1,000 points is a perfect score.

These two companies scored the highest in the study, and you should consider insuring with them, if superior property claims satisfaction is important to you. USAA & Amica are rated 5 power circles in this study, and I think their scores are high enough above the other home insurance companies in the study, to consider them the best. Both of these companies scored well-above-average in prior years’ property claims satisfaction studies, too. Unfortunately, USAA is not available to everyone. You must be in the military, an immediate family member of someone in the military, or an honorably discharged veteran, to be eligible for USAA.

1. USAA insurance — 905 out of 1,000 points (2013 rank was #2, up from 904 out of 1,000 points last year).

2. Amica insurance — 898 out of 1,000 points (2013 rank was #1, down from 907 out of 1,000 points last year).

The next company scored 21 points (2.1%) less than Amica, but scored 19 points (1.9%) better than the next highest scoring 4 power circle rated company, providing a higher level of property claims satisfaction, as measured by this study, than the home insurance companies ranked #4 through #18.

3. Erie insurance — 877 out of 1,000 points (2013 rank was #8, up from 856 out of 1,000 points for last year).

The next two companies scored 14 to 18 points (1.4% – 1.8%) above the study average score, making them about equal in property claims satisfaction to each other, as measured by this study, and somewhat higher in property claims satisfaction than the companies ranked #6 through #10. However, I don’t think the higher scores make these two companies worth paying a lot more to insure you, if companies #6 through #10 offer you the same or better coverage, at a much lower price.

4. Nationwide insurance — 858 out of 1,000 points (2013 rank was #7, but scored the same last year — 858 out of 1,000 points).

5. Auto-Owners insurance — 854 out of 1,000 points (2013 rank was #11, up from 849 out of 1,000 points for last year).

The next five companies scored about the same as the study average, with the highest scoring company scoring only 5 points (.5%) on the 1,000 point scale higher than the study average.

*6. Farmers insurance — 845 out of 1,000 points (2013 rank was #17, scoring 825 out of 1,000 points; 2012 rank was #18, scoring 818 out of 1,000 points).

* Although Farmers improved its property claims satisfaction score by 20 points from last year, it has ranked much lower in prior years, and still ranks lower than average in most other JD Power auto & home insurance studies.

7. Liberty Mutual insurance — 845 out of 1,000 points (2013 rank was #13, up from 839 out of 1,000 points for last year).

8. Hartford insurance — 844 out of 1,000 points (2013 rank was #6, down from 858 out of 1,000 points for last year).

9. Safeco insurance — 842 out of 1,000 points (2013 rank was #19, up from 817 out of 1,000 points for last year).

10. Metlife insurance — 840 out of 1,000 points (2013 rank was also #10, but the score is down from 853 out of 1,000 points for last year).

The 2014 JD Power US Property Claims Satisfaction Study average score for all home insurance customers responding to the survey: 840 out of 1,000 points (8 points higher than the study average of 832 out of 1,000 points for 2013, and 7 points higher than the 833 out of 1,000 points average for 2012).

The next four companies scored somewhat below average. The lowest scoring company of these four companies is only 10 points on the 1,000 point scale below the study average. If you are insured with these companies, these lower scores are no reason to panic, but you may be able to save money, improve your coverage, and expect higher property claims satisfaction, by getting home insurance quotes from the companies closer to the top of this list, and switching insurance companies.

11. Allstate insurance — 836 out of 1,000 points (2013 rank was #14, with a score down from 838 out of 1,000 points for last year).

12. State Farm insurance — 836 out of 1,000 points (2013 rank was #16, up from 832 out of 1,000 points for last year).

13. Chubb insurance — 834 out of 1,000 points (2013 rank was #3, with a score much lower than its 902 out of 1,000 points last year).

14. Travelers insurance — 830 out of 1,000 points (2013 rank was #15, with a score down from 834 out of 1,000 points for last year).

The remaining four companies scored 23 points (2.3%) or more below the study average. The worst scoring company in this last group, Automobile Club Group / AAA, scored much lower than the other three, but if you are insured with any of these companies, you should consider switching to a higher scoring home insurance company. In spite of their low scores, #15 NCNU AAA/CSAA & #16 Auto Club of Southern California received 3 power circle (about average) ratings, showing why its important I’ve analyzed this study’s numerical scores for you.

15. Northern California, Nevada, & Utah Auto Club (NCNU AAA Insurance Exchange, formerly CSAA) — 817 out of 1,000 points (2013 rank was #18, with a score down from 819 out of 1,000 points for last year).

16. Auto Club of Southern California (AAA) insurance — 816 out of 1,000 points (2013 rank was #9, way down from 853 out of 1,000 points for last year).

17. American Family insurance — 813 out of 1,000 points (2013 rank was #12, way down from 844 out of 1,000 points for last year).

18. Auto Club Group / AAA insurance — 776 out of 1,000 points (Not included in last year’s 2013 study).

Home insurance companies rated last year, not having a sufficient customer survey response to be scored this year, include Country Financial & Encompass Insurance. Click this link to see how these companies scored last year, in my analysis of the JD Power 2012 Property Claims Satisfaction Home Insurance Company Ratings. Or, you can go to my home page & read my insurance company reviews of all the leading auto & home insurance companies, where I consider each company’s JD Power study results for the most recent three years., at smartshopyourcarinsurance.com.

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