This review will analyze the JD Power ratings & numerical scores for Progressive insurance, in all the JD Power insurance studies where the company was included in the last few years (2012-2016), to see if its JD Power ratings truly reflect the quality of the claims & customer service for the company. This review will show you if Progressive auto & home insurance has a better-than-average, average, or below-average claims, pricing, & customer satisfaction from 2012 to 2016.
The detailed information in this review, and my review of Progressive’s customer complaint record, compare Progressive auto & home insurance to the industry average and competing companies for customer service, claims processing performance, and insurance rates, but if If you don’t want to read all the details, you can go to my review website here, to see at a glance if Progressive consistently performs better than average, average, or worse than average for customer service, claims, and pricing, and compare Progressive to over 40 other U.S. auto & home insurance companies.
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I’ve been writing auto & homeowners insurance company reviews & evaluating each company’s performance in the annual JD Power customer & claims satisfaction studies for more than five years now, looking at each insurance company’s JD Power study scores over time and comparing them to competing companies. Knowing each company’s actual score, instead of its JD Power ratings, is important to see if a company is really performing better or worse than other companies.
For example, in the JD Power 2014 U.S. Auto Claims Satisfaction Study, Progressive was the lowest scoring company to receive a three power circle rating (about average) for overall auto claims satisfaction. Progressive, although rated “about average,” scored almost 2% below the study average, and received the same three power circle rating as The Hartford, which scored 2.8% higher than Progressive. Progressive scored only 5 points higher on the 1,000 point scale (.5%) than Automobile Club Group, which received the lowest JD Power rating of two power circles for overall auto claims satisfaction in the same study. Progressive also received the lower rating of two power circles in the important category of Service Interaction, which anyone relying on its overall auto claims satisfaction would not know.
A high scoring insurance company in the most recent JD Power insurance studies is a good sign, but you also want to look at the study scores & factor ratings (such as Service Interaction) over the last few years, to see if the company consistently scores well over time, to indicate whether you can expect the same level of customer & claims satisfaction now. A long history of high or low scores each year means an insurance company’s level of customer &/or claims satisfaction is more dependably good or bad.
In this review, I’ll provide the data, but I’ll also analyze the scores for Progressive compared to other leading insurance companies & the industry average, so it will be easy for you to see if Progressive is performing average, better than average, or worse than average, and which companies perform better or worse than Progressive.
A variance of 2-3%, like that between Progressive & The Hartford used in the example above, may not seem like much of a difference, but since the insurance industry is known for complaints about claims handling and service, you want to get the right coverage at a competitive price with a company providing consistent better than average claims & customer service, and avoid companies consistently scoring worse than average. If the example used above is typical of the difference between Progressive & The Hartford, Hartford might be a better choice for you, even if it costs a little more.
However, with the exception of a few outlying performers, most companies score in a range from 78% to 85% in JD Power insurance studies each year. So, with the exception of a few consistently good and a few consistently poor performing companies, most companies do not differ that much in the level of auto or homeowners claims & customer satisfaction they provide. This is why it’s important to shop with all auto & homeowners insurance companies available to you, for the coverage meeting your needs. Since price is a consideration in many of the JD Power insurance studies, it may mean a higher scoring company has a competitive rate for you. But if a company scoring slightly below average saves you hundreds of dollars each year, for the same level of coverage as higher scoring companies, it may not be worth it to pay a lot more for a company scoring 3-5% higher in customer or claims satisfaction.
Progressive JD Power Auto & Home Insurance Ratings for 2012, 2013, 2014, 2015 & 2016
I’ll compare the numerical scores (instead of the power circle rating) for Progressive 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. Progressive was included in the following annual JD Power insurance studies:
1. The Annual JD Power Auto Insurance Customer Satisfaction Study
2. The Annual JD Power Auto Insurance Claims Satisfaction Study
3. The Annual JD Power Auto Insurance Purchasing Experience Study
4. The Annual JD Power Homeowners Insurance Customer Satisfaction Study
5. JD Power 2012-2016 Insurance Studies Summary for Progressive
You can scroll down to read my analysis or summaries of the studies most interesting to you.
1. The Annual JD Power Auto Insurance Customer Satisfaction Study
Progressive is rated in each of the eleven regional studies composing the annual JD Power US Auto Insurance Customer Satisfaction Study. Scroll down to see how Progressive performed in your state:
California Region (State of CA only)
2015: Progressive scored the same as the 2015 California region average, at 803 out of 1,000 points.
Here is how Progressive rated in the California 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: Three Power Circles (about average)
Interaction: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Three Power Circles (about average)
These companies scored .9% or more higher than Progressive in the 2015 California Region study (from highest scoring company to lowest scoring company): USAA, Wawanesa, Hartford, Auto Club of Southern California, Ameriprise, State Farm, Esurance, and GEICO.
These companies scored .7% or more lower than Progressive in the 2015 California Region study (from highest scoring company to lowest scoring company): Allstate, CSAA, Farmers, Safeco, Nationwide, Liberty Mutual, 21st Century, Mercury, Travelers, & Infinity.
2014: Progressive scored 13 points (on a 1,000 point scale) or 1.3% below the 2014 California region average, at 782 out of 1,000 points.
Here is how Progressive rated in the California 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: Three Power Circles (about average)
Interaction: Two Power Circles (lowest rating)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Three Power Circles (about average)
These companies scored 1.3% or more higher than Progressive in the 2014 California Region study: USAA, Wawanesa, Ameriprise, Auto Club of Southern California, The Hartford, State Farm, and GEICO.
These companies scored .5% or more lower than Progressive in the 2014 California Region study: Safeco, Nationwide, CSAA/AAA NCNU, Farmers, 21st Century, and Travelers.
2013: Progressive scored 8 points (on a 1,000 point scale) or .8% above the 2013 California region average, at 785 out of 1,000 points.
These companies scored 1.3% or more higher than Progressive in the 2013 California Region study: USAA, Wawanesa, State Farm, The Hartford, Auto Club of Southern California, GEICO, and Ameriprise.
These companies scored 1.1% or more lower than Progressive in the 2013 California Region study: Mercury, Nationwide, 21st Century, Travelers, Kemper, Farmers, and Infinity P&C.
2012: Progressive scored 12 points (on a 1,000 point scale) or 1.2% below the 2012 California region average, at 773 out of 1,000 points.
These companies scored 1.3% or more higher than Progressive in the 2012 California Region study: USAA, Wawanesa, Auto Club of Southern California, State Farm, GEICO, The Hartford, Ameriprise, and Safeco.
These companies scored .9% or more lower than Progressive in the 2012 California Region study: Allstate, Nationwide, 21st Century, Farmers, and Infinity P&C.
California Region Auto Insurance Satisfaction Summary: Progressive scored 1.2% below, .8% above, 1.3% below, and the same as the CA region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing inconsistent auto insurance customer satisfaction over the last four years, with below average satisfaction in the two years of 2012 & 2014, in the state of California.
Florida Region (State of FL Only)
2015: Progressive scored 6 points (on a 1,000 point scale) or .6% above the 2015 Florida region average, at 835 out of 1,000 points.
Here is how Progressive rated in the Florida 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: Five Power Circles (among the best)
Interaction: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Five Power Circles (among the best)
GEICO, Allstate, and Metlife scored about the same (one point above, three points below, and six points below respectively) as Progressive in the 2015 Florida Region study.
These companies scored 6.7% or more higher than Progressive in the 2015 Florida Region study (from highest scoring company to lowest scoring company): USAA.
These companies scored 1.9% or more lower than Progressive in the 2015 Florida Region study (from highest scoring company to lowest scoring company): State Farm, Liberty Mutual, Nationwide, Hartford, 21st Century, Auto-Owners, Travelers, Esurance, and Safeco.
2014: Progressive scored 6 points (on a 1,000 point scale) or .6% above the 2014 Florida region average, at 811 out of 1,000 points.
Here is how Progressive rated in the Florida 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: Four Power Circles (better than most)
Interaction: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Three Power Circles (about average)
These companies scored 1.6% or more higher than Progressive in the 2014 Florida Region study: USAA and The Hartford.
These companies scored 1.7% or more lower than Progressive in the 2014 Florida Region study: Liberty Mutual, Travelers, Esurance, Safeco, Nationwide, and 21st Century.
2013: Progressive scored the same as the 2013 Florida region average, at 790 out of 1,000 points.
These companies scored 1% or more higher than Progressive in the 2013 Florida Region study: USAA, Metlife, The Hartford, and State Farm.
These companies scored .8% or more lower than Progressive in the 2013 Florida Region study: Safeco, Nationwide, Liberty Mutual, 21st Century, Travelers, Esurance, and Infinity P&C.
2012: Florida did not have its own regional study, and was included in the Southeast region study in 2012 (see below).
Florida Region Auto Insurance Satisfaction Summary: Progressive scored the same as, .6% above, and again .6% above the region average in the 2013, 2014, & 2015 studies respectively, showing about average auto insurance customer satisfaction each year in Florida.
New York Region (State of NY only)
2015: Progressive scored 26 points (on a 1,000 point scale) or 2.6% below the 2015 New York region average, at 787 out of 1,000 points. Progressive was the second lowest scoring company in the 2015 New York Region study.
Here is how Progressive rated in the New York 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: Three Power Circles (about average)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored .5% or more higher than Progressive in the 2015 New York Region study (from highest scoring company to lowest scoring company): USAA, State Farm, GEICO, Travelers, Nationwide, Allstate, New York Central Mutual, Metlife, and Liberty Mutual.
These companies scored .4% lower than Progressive in the 2015 New York Region study (from highest scoring company to lowest scoring company): Hartford.
2014: Progressive scored 32 points (on a 1,000 point scale) or 3.2% below the 2014 New York region average, at 773 out of 1,000 points. Progressive was the lowest scoring company in the 2014 New York region study, with the next lowest scoring company, Travelers, scoring 21 points or 2.1% above Progressive.
Here is how Progressive rated in the New York Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
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)
These companies scored 3.7% or more higher than Progressive in the 2014 New York Region study: USAA, GEICO, State Farm, New York Central Mutual, and The Hartford.
These companies scored lower than Progressive in the 2014 New York Region study: None.
2013: Progressive scored 22 points (on a 1,000 point scale) or 2.2% below the 2013 New York region average, at 754 out of 1,000 points.
These companies scored 2.4% or more higher than Progressive in the 2013 New York Region study: USAA, New York Central Mutual, State Farm, Travelers, Liberty Mutual, and The Hartford.
These companies scored .3% lower than Progressive in the 2013 New York Region study: Nationwide.
2012: New York did not have its own regional study, and was included in the New England / Northeast region study in 2012 (see below).
New York Region Auto Insurance Satisfaction Summary: Progressive scored 2.2%, 3.2%, and 2.6% below the region average each year in the 2013, 2014 & 2015 studies respectively, showing a strong trend of below average auto insurance customer satisfaction in New York.
Texas Region (State of TX only)
2015: Progressive scored 7 points (on a 1,000 point scale) or .7% below the 2015 Texas region average, at 825 out of 1,000 points.
Here is how Progressive rated in the Texas Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Three Power Circles (about average)
Price: Three Power Circles (about average)
Billing & Payment: Three Power Circles (about average)
Interaction: Three Power Circles (about average)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Three Power Circles (about average)
State Farm and GEICO scored about the same (within 3 points) as Progressive in the 2015 Texas Region study.
These companies scored 3.4% or more higher than Progressive in the 2015 Texas Region study (from highest scoring company to lowest scoring company): USAA and Texas Farm Bureau.
These companies scored 1.4% or more lower than Progressive in the 2015 Texas Region study (from highest scoring company to lowest scoring company): Farmers, Allstate, Nationwide, and Liberty Mutual.
2014: Progressive scored 7 points (on a 1,000 point scale) or .7% below the 2014 Texas region average, at 813 out of 1,000 points.
Here is how Progressive rated in the Texas Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Four Power Circles (better than most)
Price: Four Power Circles (better than most)
Billing & Payment: Three Power Circles (about average)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Three Power Circles (about average)
These companies scored 1.3% or more higher than Progressive in the 2014 Texas Region study: USAA, Texas Farm Bureau, Allstate, and State Farm.
These companies scored 1% or more lower than Progressive in the 2014 Texas Region study: Farmers, Nationwide, and Liberty Mutual.
2013: Progressive scored 7 points (on a 1,000 point scale) or .7% above the 2013 Texas region average, at 804 out of 1,000 points.
These companies scored 1.1% or more higher than Progressive in the 2013 Texas Region study: USAA, Texas Farm Bureau, and GEICO.
These companies scored .8% or more lower than Progressive in the 2013 Texas Region study: Nationwide and Farmers.
2012: Texas did not have its own regional study, and was included in the Central region study in 2012 (see below).
Texas Region Auto Insurance Satisfaction Summary: In spite of improving scores each year, Progressive scored .7% above, .7% below and again .7% below the region average each year in the 2013, 2014, & 2015 studies respectively, showing inconsistent auto insurance customer satisfaction in the average range over the last three years in Texas.
Central Region (AR, IA, KS, MN, MO, NE, ND, OK, SD) (including TX in 2012 study only)
2015: Progressive scored 13 points (on a 1,000 point scale) or 1.3% below the 2015 Central region average, at 807 out of 1,000 points.
Here is how Progressive rated in the Central Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Three Power Circles (about average)
Price: Four Power Circles (better than most)
Billing & Payment: Three Power Circles (about average)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored .7% or more higher than Progressive in the 2015 Central Region study (from highest scoring company to lowest scoring company): USAA, Auto-Owners, Shelter, State Farm, American Family, Allstate, Farmers, GEICO, Hartford, Safeco, and Auto Club of Southern California.
These companies scored .8% or more lower than Progressive in the 2015 Central Region study (from highest scoring company to lowest scoring company): Farm Bureau Mutual, Liberty Mutual, Nationwide, and Travelers.
2014: Progressive scored 32 points (on a 1,000 point scale) or 3.2% below the 2014 Central region average, at 788 out of 1,000 points. Progressive was the lowest scoring company in the 2014 Central region study.
Here is how Progressive rated in the Central Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
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)
These companies scored 2.2% or more higher than Progressive in the 2014 Central Region study: USAA, Auto-Owners, Shelter, State Farm, GEICO, Farm Bureau Mutual, American Family, Safeco, The Hartford, and Allstate.
These companies scored lower than Progressive in the 2014 Central Region study: None.
2013: Progressive scored 18 points (on a 1,000 point scale) or 1.8% below the 2013 Central region average, at 783 out of 1,000 points.
These companies scored 2.3% or more higher than Progressive in the 2013 Central Region study: USAA, State Farm, Auto-Owners, Shelter, American Family, The Hartford, Farm Bureau Mutual, and GEICO.
These companies scored .1% or more lower than Progressive in the 2013 Central Region study: Liberty Mutual and Nationwide.
2012: Progressive scored 17 points (on a 1,000 point scale) or 1.7% below the 2012 Central region average, at 794 out of 1,000 points.
These companies scored 2% or more higher than Progressive in the 2012 Central Region study: USAA, Texas Farm Bureau, State Farm, GEICO, American Family, and Shelter.
These companies scored 1.4% or more lower than Progressive in the 2012 Central Region study: Travelers, Farm Bureau Mutual, and Liberty Mutual.
Central Region Auto Insurance Satisfaction Summary: Progressive scored 1.7%, 1.8%, 3.2%, and 1.3% below the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a strong trend of below average auto insurance customer satisfaction in the central region states of AR, IA, KS, MN, MO, NE, ND, OK, and SD.
Mid-Atlantic Region (DC, DE, MD, NJ, PA, VA, WV)
2015: Progressive scored 11 points (on a 1,000 point scale) or 1.1% below the 2015 Mid-Atlantic region average, at 811 out of 1,000 points.
Here is how Progressive rated in the Mid-Atlantic Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Three Power Circles (about average)
Price: Three Power Circles (about average)
Billing & Payment: Three Power Circles (about average)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Three Power Circles (about average)
Travelers scored about the same (3 points above) as Progressive in the 2015 Mid-Atlantic Region study.
These companies scored .8% or more higher than Progressive in the 2015 Mid-Atlantic Region study (from highest scoring company to lowest scoring company): USAA, NJM Insurance, Erie, Hartford, State Farm, GEICO, and Allstate.
These companies scored .9% or more lower than Progressive in the 2015 Mid-Atlantic Region study (from highest scoring company to lowest scoring company): Nationwide, Liberty Mutual, Plymouth Rock Assurance, and 21st Century.
2014: Progressive scored 17 points (on a 1,000 point scale) or 1.7% below the 2014 Mid-Atlantic region average, at 789 out of 1,000 points.
Here is how Progressive rated in the Mid-Atlantic 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: Three Power Circles (about average)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 2% or more higher than Progressive in the 2014 Mid-Atlantic Region study: USAA, NJ Manufacturers, The Hartford, Erie, GEICO, and State Farm.
These companies scored .5% or more lower than Progressive in the 2014 Mid-Atlantic Region study: 21st Century, Plymouth Rock Assurance NJ (High Point), and Liberty Mutual.
2013: Progressive scored 6 points (on a 1,000 point scale) or .6% below the 2013 Mid-Atlantic region average, at 796 out of 1,000 points.
These companies scored 1.5% or more higher than Progressive in the 2013 Mid-Atlantic Region study: USAA, NJ Manufacturers, State Farm, Erie, GEICO, and The Hartford.
These companies scored 2.7% or more lower than Progressive in the 2013 Mid-Atlantic Region study: Liberty Mutual, Plymouth Rock Assurance NJ (High Point), and 21st Century.
2012: Progressive scored 8 points (on a 1,000 point scale) or .8% below the 2012 Mid-Atlantic region average, at 799 out of 1,000 points.
These companies scored 1.4% or more higher than Progressive in the 2012 Mid-Atlantic Region study: USAA, NJ Manufacturers, Erie, and State Farm.
These companies scored 1.4% or more lower than Progressive in the 2012 Mid-Atlantic Region study: Allstate, Liberty Mutual, 21st Century, and High Point Insurance.
Mid-Atlantic Region Auto Insurance Satisfaction Summary: Progressive scored .8%, .6%, 1.7%, and 1.1% below the region average each year in the 2012, 2013, 2014 & 2015 studies respectively, showing a trend of below average auto insurance customer satisfaction in the Mid-Atlantic region states of DC, DE, MD, NJ, PA, VA, and WV.
North Central Region (IL, IN, MI, OH, WI)
2015: Progressive scored 5 points (on a 1,000 point scale) or .5% above the 2015 North Central region average, at 813 out of 1,000 points.
Here is how Progressive 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: Four Power Circles (better than most)
Billing & Payment: Four Power Circles (better than most)
Interaction: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Three Power Circles (about average)
State Farm, Erie, Farmers, and GEICO scored about the same (within 3 points) as Progressive in the 2015 North Central Region study.
These companies scored .6% or more higher than Progressive in the 2015 North Central Region study (from highest scoring company to lowest scoring company): USAA, Auto-Owners, Nationwide, COUNTRY Financial, Indiana Farm Bureau, Hartford, and American Family.
These companies scored .7% or more lower than Progressive in the 2015 North Central Region study (from highest scoring company to lowest scoring company): Allstate, Grange, Liberty Mutual, Metlife, Michigan Farm Bureau, Automobile Club Group (AAA), Hanover, and Safeco.
2014: Progressive scored 8 points (on a 1,000 point scale) or .8% below the 2014 North Central region average, at 808 out of 1,000 points.
Here is how Progressive rated in the North Central 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: Four Power Circles (better than most)
Billing & Payment: Three Power Circles (about average)
Interaction: Two Power Circles (lowest rating)
Claims: Four Power Circles (better than most)
Overall Customer Satisfaction: Three Power Circles (about average)
These companies scored 1% or more higher than Progressive in the 2014 North Central Region study: USAA, Auto-Owners, State Farm, Grange, Erie, Country, and The Hartford.
These companies scored .8% or more lower than Progressive in the 2014 North Central Region study: Allstate, Farmers, Automobile Club, The Hanover, and Metlife.
2013: Progressive scored 15 points (on a 1,000 point scale) or 1.5% below the 2013 North Central region average, at 782 out of 1,000 points.
These companies scored 2.1% or more higher than Progressive in the 2013 North Central Region study: USAA, Auto-Owners, State Farm, Erie, Michigan Farm Bureau, and The Hartford.
These companies scored .7% or more lower than Progressive in the 2013 North Central Region study: Auto Club and The Hanover.
2012: Progressive scored 8 points (on a 1,000 point scale) or .8% below the 2012 North Central region average, at 796 out of 1,000 points.
These companies scored .9% or more higher than Progressive in the 2012 North Central Region study: USAA, Auto-Owners, State Farm, Erie, Country, Grange, and GEICO.
These companies scored 1.3% or more lower than Progressive in the 2012 North Central Region study: Auto Club, Michigan Farm Bureau, Nationwide, The Hartford, and Farmers.
North Central Region Auto Insurance Satisfaction Summary: Progressive scored .8% below, 1.5% below, .8% below, and .5% above the north central region average each year in the 2012, 2013, 2014 & 2015 studies respectively, showing inconsistent auto insurance customer satisfaction in the average range in three of the last four years, for the north central region states of IL, IN, MI, OH, and WI.
New England Region (CT, ME, MA, NH, RI, VT), called the Northeast Region in the 2012 study covering CT, ME, MA, NH, RI, VT, and NY.
2015: Progressive scored 5 points (on a 1,000 point scale) or .5% below the 2015 New England region average, at 796 out of 1,000 points.
Here is how Progressive rated in the New England Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Three Power Circles (about average)
Price: Three Power Circles (about average)
Billing & Payment: Three Power Circles (about average)
Interaction: Two Power Circles (lowest rating)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Three Power Circles (about average)
Liberty Mutual, GEICO, Hartford, Metlife, Safety, and Travelers scored about the same (within 5 points) as Progressive in the 2015 New England Region study.
These companies scored 1.2% or more higher than Progressive in the 2015 New England Region study (from highest scoring company to lowest scoring company): USAA, Amica, State Farm, and Allstate.
These companies scored 1% or more lower than Progressive in the 2015 New England Region study (from highest scoring company to lowest scoring company): Safeco, Nationwide, Plymouth Rock Assurance, Arbella, and MAPFRE-Commerce.
2014: Progressive scored 4 points (on a 1,000 point scale) or .4% below the 2014 New England region average, at 791 out of 1,000 points.
Here is how Progressive rated in the New England 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: Three Power Circles (about average)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Three Power Circles (about average)
These companies scored 1.1% or more higher than Progressive in the 2014 New England Region study: USAA, Amica, State Farm, Nationwide, and The Hartford.
These companies scored 1% or more lower than Progressive in the 2014 New England Region study: MAPFRE-Commerce Insurance, Arbella, Travelers, Safety Insurance, Metlife, and The Hanover.
2013: Progressive scored 6 points (on a 1,000 point scale) or .6% above the 2013 New England region average, at 775 out of 1,000 points.
These companies scored 1.2% or more higher than Progressive in the 2013 New England Region study: USAA, Amica, GEICO, State Farm, The Hartford, and Nationwide.
These companies scored 2% or more lower than Progressive in the 2013 New England Region study: Arbella, Plymouth Rock Assurance, The Hanover, MAPFRE-Commerce, Metlife, Travelers, and Safety Insurance.
2012: Progressive scored 2 points (on a 1,000 point scale) or .2% above the 2012 Northeast region average, at 786 out of 1,000 points.
These companies scored .6% or more higher than Progressive in the 2012 Northeast Region study: USAA, Amica, New York Central Mutual, GEICO, Liberty Mutual, and State Farm.
These companies scored 1.7% or more lower than Progressive in the 2012 Northeast Region study: Travelers, Nationwide, Metlife, The Hartford, Allstate, Plymouth Rock Assurance, Commerce (MAPFRE), Safety, The Hanover, and Arbella.
New England Region Auto Insurance Satisfaction Summary: Progressive scored .2% above, .6% above, .4% below, .5% below the region average each year in the 2012, 2013, 2014 & 2015 studies respectively, showing inconsistent auto insurance customer satisfaction in the average range over the last four years, for the New England region states of CT, ME, MA, NH, RI, and VT.
Northwest Region (ID, MT, OR, WA, WY), which was part of the West Region in the 2012 study covering AZ, CO, ID, MT, NV, NM, OR, UT, WA, & WY.
2015: Progressive scored 23 points (on a 1,000 point scale) or 2.3% below the 2015 Northwest region average, at 794 out of 1,000 points.
Here is how Progressive rated in the Northwest Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Three Power Circles (about average)
Price: Three Power Circles (about average)
Billing & Payment: Three Power Circles (about average)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
Allstate and Safeco scored about the same (4 points above) as Progressive in the 2015 Northwest Region study.
These companies scored 1.1% or more higher than Progressive in the 2015 Northwest Region study (from highest scoring company to lowest scoring company): USAA, Pemco, State Farm, Farmers, GEICO, Hartford, and American Family.
These companies scored 1.3% or more lower than Progressive in the 2015 Northwest Region study (from highest scoring company to lowest scoring company): Nationwide and Liberty Mutual.
2014: Progressive scored 18 points (on a 1,000 point scale) or 1.8% below the 2014 Northwest region average, at 794 out of 1,000 points.
Here is how Progressive rated in the Northwest 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: Three Power Circles (about average)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 2.4% or more higher than Progressive in the 2014 Northwest Region study: USAA, PEMCO, The Hartford, State Farm, Mutual of Enumclaw, and American Family.
These companies scored .5% or more lower than Progressive in the 2014 Northwest Region study: Allstate and Liberty Mutual.
2013: Progressive scored 5 points (on a 1,000 point scale) or .5% below the 2013 Northwest region average, at 787 out of 1,000 points.
These companies scored 1.8% or more higher than Progressive in the 2013 Northwest Region study: USAA, PEMCO, The Hartford, Mutual of Enumclaw, and State Farm.
These companies scored .7% or more lower than Progressive in the 2013 Northwest Region study: GEICO, Nationwide, Safeco, and Farmers.
2012: Progressive scored 11 points (on a 1,000 point scale) or 1.1% below 2012 West region average, at 799 out of 1,000 points.
These companies scored .4% or more higher than Progressive in the 2012 West Region study: USAA, State Farm, GEICO, American Family, and The Hartford.
These companies scored 1.2% or more lower than Progressive in the 2012 West Region study: Farmers, Safeco, Liberty Mutual, and Nationwide.
Northwest Region Auto Insurance Satisfaction Summary: Progressive scored 1.1%, .5%, 1.8%, and 2.3% below the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a strong trend of below average auto insurance customer satisfaction in the Northwest region states of ID, MT, OR, WA, and WY.
Southwest Region (AZ, CO, NV, NM, UT), which was part of the West Region in the 2012 study covering AZ, CO, ID, MT, NV, NM, OR, UT, WA, & WY.
2015: Progressive scored 10 points (on a 1,000 point scale) or 1% below the 2015 Southwest region average, at 814 out of 1,000 points.
Here is how Progressive rated in the Southwest Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Three Power Circles (about average)
Price: Four Power Circles (better than most)
Billing & Payment: Three Power Circles (about average)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
CSAA Insurance Group scored about the same (2 points below) as Progressive in the 2015 Southwest Region study.
These companies scored 1% or more higher than Progressive in the 2015 Southwest Region study (from highest scoring company to lowest scoring company): USAA, Hartford, State Farm, Liberty Mutual, American Family, and GEICO.
These companies scored 1.1% or more lower than Progressive in the 2015 Southwest Region study (from highest scoring company to lowest scoring company): Allstate, Farmers, and Safeco.
2014: Progressive scored 19 points (on a 1,000 point scale) or 1.9% below the 2014 Southwest region average, at 798 out of 1,000 points.
Here is how Progressive rated in the Southwest 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: 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)
These companies scored 1.8% or more higher than Progressive in the 2014 Southwest Region study: USAA, State Farm, Liberty Mutual, The Hartford, and GEICO.
These companies scored .8% or more lower than Progressive in the 2014 Southwest Region study: CSAA/AAA NCNU and Safeco.
2013: Progressive scored 27 points (on a 1,000 point scale) or 2.7% below the 2013 Southwest region average, at 778 out of 1,000 points. Progressive was the second lowest scoring company in the 2013 Southwest region study, with the next lowest scoring company, CSAA / AAA NCNU, scoring 10 points or 1% above Progressive.
These companies scored 2.9% or more higher than Progressive in the 2013 Southwest Region study: USAA, State Farm, The Hartford, GEICO, and American Family.
These companies scored .5% lower than Progressive in the 2013 Southwest Region study: Farmers.
2012: Progressive scored 11 points (on a 1,000 point scale) or 1.1% below 2012 West region average, at 799 out of 1,000 points.
These companies scored .4% or more higher than Progressive in the 2012 West Region study: USAA, State Farm, GEICO, American Family, and The Hartford.
These companies scored 1.2% or more lower than Progressive in the 2012 West Region study: Farmers, Safeco, Liberty Mutual, and Nationwide.
Southwest Region Auto Insurance Satisfaction Summary: Progressive scored 1.1%, 2.7%, 1.9%, and 1% below the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a strong trend of below average auto insurance customer satisfaction in the Southwest region states of AZ, CO, NV, NM, and UT.
Southeast Region (AL, GA, KY, LA, MS, NC, SC, TN), including FL in the 2012 study only.
2015: Progressive scored 4 points (on a 1,000 point scale) or .4% above the 2015 Southeast region average, at 829 out of 1,000 points.
Here is how Progressive rated in the Southeast 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: Four Power Circles (better than most)
Interaction: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Three Power Circles (about average)
Alfa and Allstate scored about the same (two points above and one point above respectively) as Progressive in the 2015 Southeast Region study.
These companies scored 3% or more higher than Progressive in the 2015 Southeast Region study (from highest scoring company to lowest scoring company): USAA and Tennessee Farm Bureau.
These companies scored .3% or more lower than Progressive in the 2015 Southeast Region study (from highest scoring company to lowest scoring company): North Carolina Farm Bureau, Kentucky Farm Bureau, State Farm, Auto-Owners, GEICO, Nationwide, Travelers, Liberty Mutual, and Safeco.
2014: Progressive scored 1 point (on a 1,000 point scale) or .1% above the 2014 Southeast region average, at 817 out of 1,000 points.
Here is how Progressive rated in the Southeast Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Four Power Circles (better than most)
Price: Three Power Circles (about average)
Billing & Payment: Four Power Circles (better than most)
Interaction: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Three Power Circles (about average)
These companies scored 1.5% or more higher than Progressive in the 2014 Southeast Region study: USAA, Tennessee Farm Bureau, North Carolina Farm Bureau, Auto-Owners, and Alfa.
These companies scored 1.2% or more lower than Progressive in the 2014 Southeast Region study: Safeco, Travelers, Nationwide, and Allstate.
2013: Progressive scored 13 points (on a 1,000 point scale) or 1.3% below the 2013 Southeast region average, at 791 out of 1,000 points.
These companies scored 1.9% or more higher than Progressive in the 2013 Southeast Region study: USAA, Tennessee Farm Bureau, State Farm, North Carolina Farm Bureau, Auto-Owners, Alfa, and Liberty Mutual.
These companies scored .1% or more lower than Progressive in the 2013 Southeast Region study: Allstate and Kentucky Farm Bureau.
2012: Progressive scored 18 points (on a 1,000 point scale) or 1.8% below the 2012 Southeast region average, at 796 out of 1,000 points.
These companies scored 1.8% or more higher than Progressive in the 2012 Southeast Region study: USAA, Tennessee Farm Bureau, North Carolina Farm Bureau, State Farm, GEICO, and Kentucky Farm Bureau.
These companies scored .5% or more lower than Progressive in the 2012 Southeast Region study: Travelers, Farmers, GMAC (Now called National General), 21st Century, Safeco, and Direct General.
Southeast Region Auto Insurance Satisfaction Summary: Progressive scored 1.8% below, 1.3% below, .1% above, and .4% above the region average each year in the 2012, 2013, 2014 & 2015 studies respectively, showing about average auto insurance customer satisfaction for the two most recent years in the Southeast region states of AL, GA, KY, LA, MS, NC, SC, and TN.
2. The Annual JD Power Auto Insurance Claims Satisfaction Study
2015: Progressive scored 4 points (on a 1,000 point scale) or .4% below the 2015 US auto claims satisfaction study average, at 853 out of 1,000 points.
Here is how Progressive rated in the six factors used to determine its overall auto insurance claims satisfaction score in 2015:
First Notice of Loss: Three Power Circles (about average)
Service Interaction: Three Power Circles (about average)
Appraisal: Three Power Circles (about average)
Repair Process: Two Power Circles (lowest rating)
Rental Car Experience: Three Power Circles (about average)
Settlement: Three Power Circles (about average)
Overall Auto Claims Satisfaction: Three Power Circles (about average)
These insurance companies scored about the same (from one point above to five points below) as Progressive in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): GEICO, Liberty Mutual, Country Financial, Mercury, Travelers, and CSAA Insurance Group.
These insurance companies scored .5% or more higher than Progressive in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): New Jersey Manufacturers, Auto Owners, USAA, Amica, Auto Club of Southern California, Hartford, Nationwide, Erie, Allstate, American Family, Farmers, Safeco, and State Farm.
These insurance companies scored 1% or more lower than Progressive in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): 21st Century, Hanover, Metlife, Automobile Club Group, Esurance, and MAPFRE-Commerce Insurance.
2014: Progressive scored 19 points (on a 1,000 point scale) or 1.9% below the 2014 JD Power Auto Claims Satisfaction study average, at 838 out of 1,000 points.
Here is how Progressive rated in the six factors used to determine its overall auto insurance claims satisfaction score in 2014:
First Notice of Loss: Three Power Circles (about average)
Service Interaction: Two Power Circles (lowest rating)
Appraisal: Three Power Circles (about average)
Repair Process: Two Power Circles (lowest rating)
Rental Car Experience: Three Power Circles (about average)
Settlement: Three Power Circles (about average)
Overall Auto Claims Satisfaction: Three Power Circles (about average)
These companies scored 1.1% or more higher than Progressive in the 2014 JD Power Auto Claims Satisfaction study: Amica, USAA, Auto-Owners, State Farm, American Family, Auto Club of Southern California, The Hartford, NJ Manufacturers, Erie, Travelers, Mercury, GEICO, Nationwide, Country, Safeco, and Allstate.
These companies scored .5% or more lower than Progressive in the 2014 JD Power Auto Claims Satisfaction study: Auto Club, CSAA/AAA NCNU, 21st Century, Liberty Mutual, Esurance, and MAPFRE-Commerce.
2013: Progressive scored 14 points (on a 1,000 point scale) or 1.4% below the 2013 JD Power Auto Claims Satisfaction study average, at 841 out of 1,000 points.
These companies scored 2.1% or more higher than Progressive in the 2013 JD Power Auto Claims Satisfaction study: USAA, NJ Manufacturers, Auto Club of Southern California, Auto-Owners, The Hartford, Erie, Amica, Travelers, State Farm, American Family, Nationwide, and The Hanover.
These companies scored 1.2% or more lower than Progressive in the 2013 JD Power Auto Claims Satisfaction study: MAPFRE-Commerce, Farmers, 21st Century, and Esurance.
2012: Progressive scored 10 points (on a 1,000 point scale) or 1% below the 2012 JD Power Auto Claims Satisfaction study average, at 842 out of 1,000 points.
These companies scored 1.5% or more higher than Progressive in the 2012 JD Power Auto Claims Satisfaction study: NJ Manufacturers, USAA, Auto-Owners, Amica, Erie, Automobile Club of Southern California, Country, American Family, The Hartford, State Farm, Allstate, and Travelers.
These companies scored 1.8% or more lower than Progressive in the 2012 JD Power Auto Claims Satisfaction study: Mercury, 21st Century, Encompass, Esurance, and Commerce (MAPFRE).
Auto Insurance Claims Satisfaction Summary: Progressive scored 1%, 1.4%, 1.9%, and .4% below the national average each year in the 2012, 2013. 2014, & 2015 studies respectively, showing a trend of below average satisfaction in the national JD Power Auto Claims Satisfaction study, but with an improved score in 2015.
3. The Annual JD Power Auto Insurance Purchase Experience Study
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 2015, 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.
Don’t rely on how Progressive performed in this auto insurance shopping study to tell you if you are getting a good price or you are paying too much for your auto insurance coverage. 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.
2016: Progressive scored 13 points (on a 1,000 point scale) or 1.3% below the 2016 JD Power Auto Insurance Purchase Experience study average, at 813 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 Progressive rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2016:
Pricing: Two Power Circles (lowest rating)
Website: Three Power Circles (about average)
Local Agent: Three Power Circles (about average)
Call Center Representative: Three Power Circles (about average)
Policy Offerings: Three Power Circles (about average)
Overall Auto Insurance Purchase Satisfaction: Two Power Circles (lowest rating)
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: Progressive scored 16 points (on a 1,000 point scale) or 1.6% below the 2015 JD Power Auto Insurance Purchase Experience study average, at 817 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 Progressive rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2015:
Pricing: Two Power Circles (lowest rating)
Website: Three Power Circles (about average)
Local Agent: Three Power Circles (about average)
Call Center Representative: Three Power Circles (about average)
Policy Offerings: Three Power Circles (about average)
Overall Auto Insurance Purchase Satisfaction: Two Power Circles (lowest rating)
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.
JD Power Auto Insurance Purchase Experience Summary: Progressive rates about average for the auto insurance process in all categories, except the very important category of pricing, where Progressive received the lowest JD Power rating in the most recent studies (2015 & 2016).
4. The Annual JD Power Homeowners Insurance Customer Satisfaction Study
Progressive, like GEICO, partners with other insurance companies, and acts as an agent instead of an insurance company, to sell home, condo, renters, & mobile home insurance. If you get a homeowners insurance price quote from Progressive, the company (or companies) they quote you will depend on where you live. Progressive recently purchased a controlling interest in the property insurance company, American Strategic Insurance (ASI), so it may now be the primary homeowner insurance company used by Progressive now. You can read my review of ASI here.
2015: Progressive scored 1 point (on a 1,000 point scale) or .1% below the 2015 JD Power Homeowners Insurance Customer Satisfaction study average, at 786 out of 1,000 points.
Here is how Progressive rated in the five factors used to determine its overall homeowners insurance customer satisfaction score in 2015:
Policy Offerings: Three Power Circles (about average)
Price: Three Power Circles (about average)
Billing & Payment: Three Power Circles (about average)
Contacting the Insurer: Two Power Circles (lowest rating)
Claims: Three Power Circles (about average)
Overall Homeowners Insurance Satisfaction: Three Power Circles (about average)
These companies scored .2% or more higher than Progressive in the 2015 JD Power Homeowners Insurance Customer Satisfaction study (from highest scoring company to lowest scoring company): USAA, Amica, Auto-Owners, Erie, Auto Club of Southern California, GEICO, American Family, COUNTRY Financial, Shelter, State Farm, Nationwide, Allstate, California State Auto Association (CSAA), Hartford, and Chubb.
These companies scored .3% or more lower than Progressive in the 2015 JD Power Homeowners Insurance Customer Satisfaction study (from highest scoring company to lowest scoring company): Cincinnati, Mercury, Farmers, Encompass, Automobile Club Group, Metlife, Kemper, Liberty Mutual, Safeco, Travelers, and Hanover.
2014: Progressive scored 27 points (on a 1,000 point scale) or 2.7% below the 2014 JD Power Homeowners Insurance Customer Satisfaction study average, at 763 out of 1,000 points.
Here is how Progressive rated in the five factors used to determine its overall homeowners insurance customer satisfaction score in 2014:
Policy Offerings: Three Power Circles (about average)
Price: Three Power Circles (about average)
Billing & Payment: Three Power Circles (about average)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Homeowners Insurance Satisfaction: Three Power Circles (about average)
These companies scored 2.5% or more higher than Progressive in the 2014 JD Power Homeowners Insurance Customer Satisfaction study: USAA, Amica, Auto-Owners, State Farm, Erie, American Family, Auto Club of Southern California, The Hartford, Country, Mercury, Allstate, CSAA/AAA NCNU, and GEICO.
These companies scored 6.6% lower than Progressive in the 2014 JD Power Homeowners Insurance Customer Satisfaction study: The Hanover.
2013: Progressive scored 9 points (on a 1,000 point scale) or .9% above the 2013 JD Power Homeowners Insurance Customer Satisfaction study average, at 796 out of 1,000 points.
These companies scored 1.2% or more higher than Progressive in the 2013 JD Power Homeowners Insurance Customer Satisfaction study: USAA, Amica, State Farm, Auto-Owners, Erie, and Automobile Club of Southern California.
These companies scored 1.6% or more lower than Progressive in the 2013 JD Power Homeowners Insurance Customer Satisfaction study: Nationwide, Metlife, Safeco, Auto Club, Chubb, The Hanover, Farmers, Liberty Mutual, and Travelers.
2012: Progressive was not included among the companies rated in the 2012 JD Power Homeowners Insurance Customer Satisfaction study.
Homeowners Insurance Customer Satisfaction Summary: Progressive scored .9% above, 2.7% below, and .1% below the national average each year in the 2013, 2014 & 2015 studies respectively, showing inconsistent customer satisfaction, and much lower than average satisfaction in 2014, for the national JD Power Homeowners Insurance Customer Satisfaction study. Also, for 2015, Progressive received the lowest rating in the important category of Contacting the Insurer.
5. JD Power 2012-2016 Insurance Studies Summary for Progressive
Below I rate the performance of Progressive for auto insurance customer satisfaction, auto insurance claims satisfaction, homeowners insurance customer satisfaction, & homeowners insurance claims satisfaction as consistently average, better than average, or worse than average, based on its JD Power scores & ratings from 2012 to 2015. You can refer to each study’s analysis above for specific performance.
Auto & homeowners insurance pricing performance is determined as average, better than average, or worse than average, based on the Progressive ratings for the category of Pricing in the most recent JD Power auto or homeowners insurance customer satisfaction study.
Auto Insurance Customer Satisfaction — California region: Worse than average
Auto Insurance Customer Satisfaction — Florida region: Average
Auto Insurance Customer Satisfaction — New York region: Worse than average
Auto Insurance Customer Satisfaction — Texas region: Average
Auto Insurance Customer Satisfaction — Central (AR, IA, KS, MN, MO, NE, ND, OK, SD) region: Worse than average
Auto Insurance Customer Satisfaction — Mid-Atlantic (DC, DE, MD, NJ, PA, VA, WV) region: Worse than average
Auto Insurance Customer Satisfaction — North Central (IL, IN, MI, OH, WI) region: Average
Auto Insurance Customer Satisfaction — New England (CT, ME, MA, NH, RI, VT) region: Average
Auto Insurance Customer Satisfaction — Northwest (ID, MT, OR, WA, WY) region: Worse than average
Auto Insurance Customer Satisfaction — Southwest (AZ, CO, NV, NM, UT) region: Worse than average
Auto Insurance Customer Satisfaction — Southeast (AL, GA, KY, LA, MS, NC, SC, TN) region: Average
Auto Insurance Claims Satisfaction:
Better than average in no states.
Average in the states of Alabama, California, Connecticut, Florida, Georgia, Illinois, Indiana, Kentucky, Louisiana, Maine, Massachusetts, Michigan, Mississippi, New Hampshire, North Carolina, Ohio, Rhode Island, South Carolina, Tennessee, Vermont, and Wisconsin.
Worse than average in the states of Arizona, Arkansas, Colorado, Delaware, District of Columbia, Idaho, Iowa, Kansas, Maryland, Minnesota, Missouri, Montana, Nebraska, Nevada, New Jersey, New Mexico, New York, North Dakota, Oklahoma, Oregon, Pennsylvania, South Dakota, Texas, Utah, Virginia, Washington, West Virginia, and Wyoming.
Worse than average among Progressive auto insurance policyholders across the USA.
Homeowners Insurance Customer Satisfaction: Worse than average
Homeowners Insurance Claims Satisfaction: Worse than average
Progressive Auto & Homeowners Insurance Rates
Auto Insurance Pricing:
Better than average in the states of Arizona, Arkansas, Colorado, Florida, Illinois, Indiana, Iowa, Kansas, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Mexico, North Dakota, Ohio, Oklahoma, South Dakota, Utah, and Wisconsin.
Average in the states of Alabama, California, Connecticut, Delaware, District of Columbia, Georgia, Idaho, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Mississippi, Montana, New Hampshire, New Jersey, North Carolina, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Vermont, Virginia, Washington, West Virginia, & Wyoming.
Worse than average in the state of New York.
Worse than average among auto insurance shoppers across the USA.
Homeowners Insurance Pricing: Average
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