This review will analyze the JD Power ratings & numerical scores for USAA insurance, in all the JD Power insurance studies where the company was included in the last few years (2012-2015), 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 USAA auto, home, and life 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 USAA’s customer complaint record, compare USAA auto, home, & life 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 USAA consistently performs better than average, average, or worse than average for customer service, claims, and pricing, and compare USAA to over 40 other U.S. auto & home insurance companies.
You need to know more than the overall satisfaction ratings for an insurance company published by JD Power in its annual press release for each of its insurance studies.
Here’s why:
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. Homeowners Insurance Customer Satisfaction Study, USAA, Amica, and Auto-Owners Insurance are all rated five power circles (among the best) for overall customer satisfaction, but Amica scored 6.4% higher than Amica, and 7.4% higher than Auto-Owners, showing USAA provides a much higher level of homeowners insurance customer satisfaction than Amica or Auto-Owners, in spite of JD Power rating these three companies the same. Considering Auto-Owners scored only 3.9% above the industry average, and only 2.5% higher than the highest scoring company rated three power circles (about average) for homeowners insurance customer satisfaction in the study, USAA scored high enough to be in a class by itself.
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.
With the exception of a few outlying performers (like USAA, almost always scoring much higher than all but a few other companies) most companies score in a range from 75% 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.
In this review, I’ll provide the data, but I’ll also analyze the scores for USAA compared to other leading insurance companies & the industry average, so it will be easy for you to see which few companies score as high as USAA for auto & homeowners insurance claims & customer satisfaction. Unfortunately, USAA is not available to everyone. You need to be in the U.S. military, an honorably discharged veteran from the U.S. military, or one of their immediate family members to be eligible for USAA insurance.
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.
If you find this review of USAA insurance useful, please like it on Facebook & share the link to this review or my site with your friends & family through social media. Bookmark this page for updates as new JD Power studies are published each year.
USAA 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 USAA 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. USAA 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. The Annual JD Power Property (Home) Insurance Claims Satisfaction Study
6. The Annual JD Power Life Insurance Customer Satisfaction Study
7. JD Power 2012-2015 Insurance Studies Summary for USAA
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
USAA is scored and rated in each of the eleven regional studies composing the annual JD Power US Auto Insurance Customer Satisfaction Study. Scroll down to see how USAA performed for auto insurance customer satisfaction in your state:
California Region (State of CA only)
2015: USAA scored 98 points (on a 1,000 point scale) or 9.8% above the 2015 California region average, at 901 out of 1,000 points.
Here is how USAA rated in the California 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: Five Power Circles (among the best)
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 higher than USAA in the 2015 California Region study (from highest scoring company to lowest scoring company): None.
These companies scored 5.7% or more lower than USAA in the 2015 California Region study (from highest scoring company to lowest scoring company): Wawanesa, Hartford, Auto Club of Southern California, Ameriprise, State Farm, Esurance, GEICO, Progressive, Allstate, CSAA, Farmers, Safeco, Nationwide, Liberty Mutual, 21st Century, Mercury, Travelers, & Infinity.
2014: USAA scored 122 points (on a 1,000 point scale) or 12.2% above the 2014 California region average, at 917 out of 1,000 points.
Here is how USAA rated in the California 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: Five Power Circles (among the best)
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 higher than USAA in the 2014 California Region study: None.
These companies scored 6.5% or more lower than USAA in the 2014 California Region study: Wawanesa, Ameriprise, Auto Club of Southern California, The Hartford, State Farm, GEICO, Allstate, Mercury, Liberty Mutual. Progressive, Safeco, Nationwide, CSAA/AAA NCNU, Farmers, 21st Century, and Travelers.
2013: USAA scored 135 points (on a 1,000 point scale) or 13.5% above the 2013 California region average, at 912 out of 1,000 points.
These companies scored higher than USAA in the 2013 California Region study: None.
These companies scored 9.2% or more lower than USAA in the 2013 California Region study: Wawanesa, State Farm, The Hartford, Auto Club of Southern California, GEICO, Ameriprise, Safeco, Progressive, CSAA/AAA NCNU, Allstate, Liberty Mutual, Mercury, Nationwide, 21st Century, Travelers, Kemper, Farmers, and Infinity P&C.
2012: USAA scored 127 points (on a 1,000 point scale) or 12.7% above the 2012 California region average, at 912 out of 1,000 points.
These companies scored higher than USAA in the 2012 California Region study: None.
These companies scored 8.9% or more lower than USAA in the 2012 California Region study: Wawanesa, Auto Club of Southern California, State Farm, GEICO, The Hartford, Ameriprise, Safeco, Mercury, CSAA/AAA NCNU, Progressive, Liberty Mutual, Allstate, Nationwide, 21st Century, Farmers, and Infinity P&C.
California Region Auto Insurance Satisfaction Summary: USAA scored 12.7%, 13.5%, 12.2%, and 9.8% above the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of above average auto insurance customer satisfaction in California.
Florida Region (State of FL Only)
2015: USAA scored 73 points (on a 1,000 point scale) or 7.3% above the 2015 Florida region average, at 902 out of 1,000 points.
Here is how USAA 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: Five Power Circles (among the best)
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 higher than USAA in the 2015 Florida Region study (from highest scoring company to lowest scoring company): None.
These companies scored 6.6% or more lower than USAA in the 2015 Florida Region study (from highest scoring company to lowest scoring company): GEICO, Progressive, Allstate, Metlife, State Farm, Liberty Mutual, Nationwide, Hartford, 21st Century, Auto-Owners, Travelers, Esurance, and Safeco.
2014: USAA scored 97 points (on a 1,000 point scale) or 9.7% above the 2014 Florida region average, at 902 out of 1,000 points.
Here is how USAA 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: Five Power Circles (among the best)
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 higher than USAA in the 2014 Florida Region study: None
These companies scored 7.5% or more lower than USAA in the 2014 Florida Region study: The Hartford, Auto-Owners, Progressive, MetLife, Allstate, State Farm, GEICO, Liberty Mutual, Travelers, Esurance, Safeco, Nationwide, and 21st Century.
2013: USAA scored 91 points (on a 1,000 point scale) or 9.1% above the 2013 Florida region average, at 881 out of 1,000 points.
These companies scored higher than USAA in the 2013 Florida Region study: None.
These companies scored 7.3% or more lower than USAA in the 2013 Florida Region study: Metlife, The Hartford, State Farm, Auto-Owners, Allstate, Progressive, GEICO, 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: USAA scored 9.1%, 9.7%, and 7.3% above the region average each year in the 2013, 2014, & 2015 studies respectively, showing a trend of above average auto insurance customer satisfaction in Florida.
New York Region (State of NY only)
2015: USAA scored 98 points (on a 1,000 point scale) or 9.8% above the 2015 New York region average, at 911 out of 1,000 points.
Here is how USAA rated in the New York 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: Five Power Circles (among the best)
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 higher than USAA in the 2015 New York Region study (from highest scoring company to lowest scoring company): None.
These companies scored 8% or more lower than USAA in the 2015 New York Region study (from highest scoring company to lowest scoring company): State Farm, GEICO, Travelers, Nationwide, Allstate, New York Central Mutual, Metlife, Liberty Mutual, Progressive, and Hartford.
2014: USAA scored 96 points (on a 1,000 point scale) or 9.6% above the 2014 New York region average, at 901 out of 1,000 points.
Here is how USAA rated in the New York 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: Five Power Circles (among the best)
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 higher than USAA in the 2014 New York Region study: None.
These companies scored 7.9% or more lower than USAA in the 2014 New York Region study: GEICO, State Farm, New York Central Mutual, The Hartford, Liberty Mutual, Allstate, Metlife, Nationwide, Travelers, and Progressive.
2013: USAA scored 107 points (on a 1,000 point scale) or 10.7% above the 2013 New York region average, at 883 out of 1,000 points.
These companies scored higher than USAA in the 2013 New York Region study: None.
These companies scored 6.9% or more lower than USAA in the 2013 New York Region study: New York Central Mutual, State Farm, Travelers, Liberty Mutual, The Hartford, Allstate, GEICO, Metlife, Progressive, and 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: USAA scored 10.7%, 9.6%, and 9.8% above the region average each year in the 2013, 2014, & 2015 studies respectively, showing a trend of above average auto insurance customer satisfaction in New York.
Texas Region (State of TX only)
2015: USAA scored 60 points (on a 1,000 point scale) or 6% above the 2015 Texas region average, at 892 out of 1,000 points.
Here is how USAA rated in the Texas 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: Five Power Circles (among the best)
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 higher than USAA in the 2015 Texas Region study (from highest scoring company to lowest scoring company): None.
These companies scored 3.3% or more lower than USAA in the 2015 Texas Region study (from highest scoring company to lowest scoring company): Texas Farm Bureau, State Farm, Progressive, GEICO, Farmers, Allstate, Nationwide, and Liberty Mutual.
2014: USAA scored 87 points (on a 1,000 point scale) or 8.7% above the 2014 Texas region average, at 907 out of 1,000 points.
Here is how USAA rated in the Texas 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: Five Power Circles (among the best)
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 higher than USAA in the 2014 Texas Region study: None.
These companies scored 5.5% or more lower than USAA in the 2014 Texas Region study: Texas Farm Bureau, Allstate, State Farm, GEICO, Progressive, Farmers, Nationwide, and Liberty Mutual.
2013: USAA scored 111 points (on a 1,000 point scale) or 11.1% above the 2013 Texas region average, at 908 out of 1,000 points.
These companies scored higher than USAA in the 2013 Texas Region study: None.
These companies scored 4.6% or more lower than USAA in the 2013 Texas Region study: Texas Farm Bureau, GEICO, State Farm, Allstate, Liberty Mutual, Progressive, 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: USAA scored 11.1%, 8.7%, and 6% above the region average each year in the 2013, 2014, & 2015 studies respectively, showing a trend of above average auto insurance customer satisfaction in Texas.
Central Region (AR, IA, KS, MN, MO, NE, ND, OK, SD) (including TX in 2012 study only)
2015: USAA scored 70 points (on a 1,000 point scale) or 7% above the 2015 Central region average, at 890 out of 1,000 points.
Here is how USAA 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: Five Power Circles (among the best)
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 higher than USAA in the 2015 Central Region study (from highest scoring company to lowest scoring company): None.
These companies scored 4% or more lower than USAA in the 2015 Central Region study (from highest scoring company to lowest scoring company): Auto-Owners, Shelter, State Farm, American Family, Allstate, Farmers, GEICO, Hartford, Safeco, Auto Club of Southern California, Progressive, Farm Bureau Mutual, Liberty Mutual, Nationwide, and Travelers.
2014: USAA scored 88 points (on a 1,000 point scale) or 8.8% above the 2014 Central region average, at 908 out of 1,000 points.
Here is how USAA 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: Five Power Circles (among the best)
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 higher than USAA in the 2014 Central Region study: None.
These companies scored 5.5% or more lower than USAA in the 2014 Central Region study: Auto-Owners, Shelter, 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: USAA scored 94 points (on a 1,000 point scale) or 9.4% above the 2013 Central region average, at 895 out of 1,000 points.
These companies scored higher than USAA in the 2013 Central Region study: None.
These companies scored 6.2% or more lower than USAA in the 2013 Central Region study: State Farm, Auto-Owners, Shelter, American Family, The Hartford, Farm Bureau Mutual, GEICO, AAA Missouri, Allstate, Safeco, Travelers, Farmers, Progressive, Liberty Mutual, and Nationwide.
2012: USAA scored 85 points (on a 1,000 point scale) or 8.5% above the 2012 Central region average, at 896 out of 1,000 points.
These companies scored higher than USAA in the 2012 Central Region study: None.
These companies scored 3.9% or more lower than USAA in the 2012 Central Region study: Texas Farm Bureau, State Farm, GEICO, American Family, Shelter, Nationwide, AAA Missouri/Texas, Progressive, Allstate, Safeco, Farmers, Travelers, Farm Bureau Mutual, and Liberty Mutual.
Central Region Auto Insurance Satisfaction Summary: USAA scored 8.5%, 9.4%, 8.8%, and 7% above the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of above 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: USAA scored 84 points (on a 1,000 point scale) or 8.4% above the 2015 Mid-Atlantic region average, at 906 out of 1,000 points.
Here is how USAA rated in the Mid-Atlantic 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: Five Power Circles (among the best)
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 higher than USAA in the 2015 Mid-Atlantic Region study (from highest scoring company to lowest scoring company): None.
These companies scored 4.2% or more lower than USAA in the 2015 Mid-Atlantic Region study (from highest scoring company to lowest scoring company): NJM Insurance, Erie, Hartford, State Farm, GEICO, Allstate, Travelers, Progressive, Nationwide, Liberty Mutual, Plymouth Rock Assurance, and 21st Century.
2014: USAA scored 87 points (on a 1,000 point scale) or 8.7% above the 2014 Mid-Atlantic region average, at 893 out of 1,000 points.
Here is how USAA rated in the Mid-Atlantic 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: Five Power Circles (among the best)
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 higher than USAA in the 2014 Mid-Atlantic Region study: None.
These companies scored 2.7% or more lower than USAA in the 2014 Mid-Atlantic Region study: NJ Manufacturers, The Hartford, Erie, GEICO, State Farm, Allstate, Nationwide, Progressive, Travelers, 21st Century, Plymouth Rock Assurance NJ (High Point), and Liberty Mutual.
2013: USAA scored 94 points (on a 1,000 point scale) or 9.4% above the 2013 Mid-Atlantic region average, at 896 out of 1,000 points.
These companies scored higher than USAA in the 2013 Mid-Atlantic Region study: None.
These companies scored 3.1% or more lower than USAA in the 2013 Mid-Atlantic Region study: NJ Manufacturers, State Farm, Erie, GEICO, The Hartford, Allstate, Nationwide, Progressive, Travelers, liberty Mutual, Plymouth Rock Assurance NJ (High Point), and 21st Century.
2012: USAA scored 106 points (on a 1,000 point scale) or 10.6% above the 2012 Mid-Atlantic region average, at 913 out of 1,000 points.
These companies scored higher than USAA in the 2012 Mid-Atlantic Region study: None.
These companies scored 7.3% or more lower than USAA in the 2012 Mid-Atlantic Region study: NJ Manufacturers, Erie, State Farm, Nationwide, Travelers, Progressive, The Hartford, GEICO, Allstate, Liberty Mutual, 21st Century, and High Point Insurance.
Mid-Atlantic Region Auto Insurance Satisfaction Summary: USAA scored 10.6%, 9.4%, 8.7%, and 8.4% above the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of above 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: USAA scored 90 points (on a 1,000 point scale) or 9% above the 2015 North Central region average, at 898 out of 1,000 points.
Here is how USAA rated in the North 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: Five Power Circles (among the best)
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 higher than USAA in the 2015 North Central Region study (from highest scoring company to lowest scoring company): None.
These companies scored 6.4% or more lower than USAA in the 2015 North Central Region study (from highest scoring company to lowest scoring company): Auto-Owners, 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: USAA scored 83 points (on a 1,000 point scale) or 8.3% above the 2014 North Central region average, at 899 out of 1,000 points.
Here is how USAA 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: Five Power Circles (among the best)
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 higher than USAA in the 2014 North Central Region study: None.
These companies scored 5.9% or more lower than USAA in the 2014 North Central Region study: Auto-Owners, 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: USAA scored 103 points (on a 1,000 point scale) or 10.3% above the 2013 North Central region average, at 900 out of 1,000 points.
These companies scored higher than USAA in the 2013 North Central Region study: None.
These companies scored 6.7% or more lower than USAA in the 2013 North Central Region study: Auto-Owners, State Farm, Erie, Michigan Farm Bureau, The Hartford, Nationwide, GEICO, Grange, American Family, Allstate, Country, Liberty Mutual, Farmers, Progressive, Auto Club, and The Hanover.
2012: USAA scored 99 points (on a 1,000 point scale) or 9.9% above the 2012 North Central region average, at 903 out of 1,000 points.
These companies scored higher than USAA in the 2012 North Central Region study: None.
These companies scored 7.5% or more lower than USAA in the 2012 North Central Region study: Auto-Owners, State Farm, Erie, Country, Grange, GEICO, Liberty Mutual, Allstate, Progressive, American Family, The Hanover, Auto Club, Michigan Farm Bureau, Nationwide, The Hartford, and Farmers.
North Central Region Auto Insurance Satisfaction Summary: USAA scored 9.9%, 10.3%, 8.3%, and 9% 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.
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: USAA scored 93 points (on a 1,000 point scale) or 9.3% above the 2015 New England region average, at 894 out of 1,000 points.
Here is how USAA rated in the New England 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: Five Power Circles (among the best)
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 higher than USAA in the 2015 New England Region study (from highest scoring company to lowest scoring company): None.
These companies scored 2.8% or more lower than USAA in the 2015 New England Region study (from highest scoring company to lowest scoring company): Amica, State Farm, Allstate, Liberty Mutual, GEICO, Progressive, Hartford, Metlife, Safety, Travelers, Safeco, Nationwide, Plymouth Rock Assurance, Arbella, and MAPFRE-Commerce.
2014: USAA scored 110 points (on a 1,000 point scale) or 11% above the 2014 New England region average, at 905 out of 1,000 points.
Here is how USAA rated in the New England 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: Five Power Circles (among the best)
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 higher than USAA in the 2014 New England Region study: None.
These companies scored 3.7% or more lower than USAA in the 2014 New England Region study: Amica, State Farm, Nationwide, The Hartford, Allstate, Progressive, GEICO, Liberty Mutual, Plymouth Rock Assurance, MAPFRE-Commerce Insurance, Arbella, Travelers, Safety Insurance, Metlife, and The Hanover.
2013: USAA scored 129 points (on a 1,000 point scale) or 12.9% above the 2013 New England region average, at 898 out of 1,000 points.
These companies scored higher than USAA in the 2013 New England Region study: None.
These companies scored 4.8% more lower than USAA in the 2013 New England Region study: Amica, GEICO, State Farm, The Hartford, Nationwide, Liberty Mutual, Allstate, Progressive, Arbella, Plymouth Rock Assurance, The Hanover, MAPFRE-Commerce, Metlife, Travelers, and Safety Insurance.
2012: USAA scored 106 points (on a 1,000 point scale) or 10.6% above the 2012 Northeast region average, at 890 out of 1,000 points.
These companies scored higher than USAA in the 2012 Northeast Region study: None.
These companies scored 2.3% or more lower than USAA in the 2012 Northeast Region study: Amica, New York Central Mutual, GEICO, Liberty Mutual, State Farm, Progressive, Travelers, Nationwide, Metlife, The Hartford, Allstate, Plymouth Rock Assurance, Commerce (MAPFRE), Safety, The Hanover, and Arbella.
New England Region Auto Insurance Satisfaction Summary: USAA scored 10.6%, 12.9%, 11%, and 9.3% above the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of above average auto insurance customer satisfaction in 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: USAA scored 85 points (on a 1,000 point scale) or 8.5% above the 2015 Northwest region average, at 902 out of 1,000 points.
Here is how USAA rated in the Northwest 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: Five Power Circles (among the best)
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 higher than USAA in the 2015 Northwest Region study (from highest scoring company to lowest scoring company): None.
These companies scored 6.5% or more lower than USAA in the 2015 Northwest Region study (from highest scoring company to lowest scoring company): Pemco, State Farm, Farmers, GEICO, Hartford, American Family, Allstate, Safeco, Progressive, Nationwide, and Liberty Mutual.
2014: USAA scored 94 points (on a 1,000 point scale) or 9.4% above the 2014 Northwest region average, at 906 out of 1,000 points.
Here is how USAA rated in the Northwest 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: Five Power Circles (among the best)
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 higher than USAA in the 2014 Northwest Region study: None.
These companies scored 5.2% or more lower than USAA in the 2014 Northwest Region study: PEMCO, The Hartford, State Farm, Mutual of Enumclaw, American Family, Safeco, GEICO, Nationwide, Farmers, Progressive, Allstate, and Liberty Mutual.
2013: USAA scored 93 points (on a 1,000 point scale) or 9.3% above the 2013 Northwest region average, at 885 out of 1,000 points.
These companies scored higher than USAA in the 2013 Northwest Region study: None.
These companies scored 5.1% or more lower than USAA in the 2013 Northwest Region study: PEMCO, The Hartford, Mutual of Enumclaw, State Farm, American Family, Progressive, Liberty Mutual, Allstate, GEICO, Nationwide, Safeco, and Farmers.
2012: USAA scored 87 points (on a 1,000 point scale) or 8.7% above the 2012 West region average, at 897 out of 1,000 points.
These companies scored higher than USAA in the 2012 West Region study: None.
These companies scored 6% or more lower than USAA in the 2012 West Region study: State Farm, GEICO, American Family, The Hartford, Progressive, Allstate, Farmers, Safeco, Liberty Mutual, and Nationwide.
Northwest Region Auto Insurance Satisfaction Summary: USAA scored 8.7%, 9.3%, 9.4%, and 8.5% above the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of above 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: USAA scored 90 points (on a 1,000 point scale) or 9% above the 2015 Southwest region average, at 914 out of 1,000 points.
Here is how USAA rated in the Southwest 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: Five Power Circles (among the best)
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 higher than USAA in the 2015 Southwest Region study (from highest scoring company to lowest scoring company): None.
These companies scored 8.4% or more lower than USAA in the 2015 Southwest Region study (from highest scoring company to lowest scoring company): Hartford, State Farm, Liberty Mutual, American Family, GEICO, Progressive, CSAA (AAA), Allstate, Farmers, and Safeco.
2014: USAA scored 91 points (on a 1,000 point scale) or 9.1% above the 2014 Southwest region average, at 908 out of 1,000 points.
Here is how USAA rated in the Southwest 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: Five Power Circles (among the best)
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 higher than USAA in the 2014 Southwest Region study: None.
These companies scored 7.2% or more lower than USAA in the 2014 Southwest Region study: State Farm, Liberty Mutual, The Hartford, GEICO, American Family, Farmers, Allstate, Progressive, CSAA/AAA NCNU, and Safeco.
2013: USAA scored 100 points (on a 1,000 point scale) or 10% above the 2013 Southwest region average, at 905 out of 1,000 points.
These companies scored higher than USAA in the 2013 Southwest Region study: None.
These companies scored 8.1% or more lower than USAA in the 2013 Southwest Region study: State Farm, The Hartford, GEICO, American Family, Liberty Mutual, Allstate, CSAA/AAA NCNU, Progressive, and Farmers.
2012: USAA scored 87 points (on a 1,000 point scale) or 8.7% above the 2012 West region average, at 897 out of 1,000 points.
These companies scored higher than USAA in the 2012 West Region study: None.
These companies scored 6% or more lower than USAA in the 2012 West Region study: State Farm, GEICO, American Family, The Hartford, Progressive, Allstate, Farmers, Safeco, Liberty Mutual, and Nationwide.
Southwest Region Auto Insurance Satisfaction Summary: USAA scored 8.7%, 10%, 9.1%, and 9% above the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of above 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: USAA scored 94 points (on a 1,000 point scale) or 9.4% above the 2015 Southeast region average, at 919 out of 1,000 points.
Here is how USAA rated in the Southeast 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: Five Power Circles (among the best)
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 higher than USAA in the 2015 Southeast Region study (from highest scoring company to lowest scoring company): None.
These companies scored 6% or more lower than USAA in the 2015 Southeast Region study (from highest scoring company to lowest scoring company): Tennessee Farm Bureau, Alfa, Allstate, Progressive, North Carolina Farm Bureau, Kentucky Farm Bureau, State Farm, Auto-Owners, GEICO, Nationwide, Travelers, Liberty Mutual, and Safeco.
2014: USAA scored 109 points (on a 1,000 point scale) or 10.9% above the 2014 Southeast region average, at 925 out of 1,000 points.
Here is how USAA 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: Five Power Circles (among the best)
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 higher than USAA in the 2014 Southeast Region study: None.
These companies scored 8.1% or more lower than USAA in the 2014 Southeast Region study: Tennessee Farm Bureau, North Carolina Farm Bureau, Auto-Owners, Alfa, Kentucky Farm Bureau, GEICO, Liberty Mutual, State Farm, Progressive, Safeco, Travelers, Nationwide, and Allstate.
2013: USAA scored 97 points (on a 1,000 point scale) or 9.7% above the 2013 Southeast region average, at 901 out of 1,000 points.
These companies scored higher than USAA in the 2013 Southeast Region study: Tennessee Farm Bureau, State Farm, North Carolina Farm Bureau, Auto-Owners, Alfa, Liberty Mutual, Nationwide, Safeco, GEICO, GMAC (Now called National General), Progressive, Travelers, Allstate, and Kentucky Farm Bureau.
These companies scored 5.1% or more lower than USAA in the 2013 Southeast Region study: USAA, Tennessee Farm Bureau, State Farm, North Carolina Farm Bureau, Auto-Owners, Alfa, Liberty Mutual, Nationwide, Safeco, GEICO, GMAC (Now called National General), Progressive, Travelers, Allstate, and Kentucky Farm Bureau.
2012: USAA scored 116 points (on a 1,000 point scale) or 11.6% above the 2012 Southeast region average, at 930 out of 1,000 points.
These companies scored higher than USAA in the 2012 Southeast Region study: None.
These companies scored 10.2% or more lower than USAA in the 2012 Southeast Region study: Tennessee Farm Bureau, North Carolina Farm Bureau, State Farm, GEICO, Kentucky Farm Bureau, Allstate, Auto-Owners, Nationwide, Progressive, Metlife, Alfa, Liberty Mutual, The Hartford, Travelers, Farmers, GMAC (Now called National General), 21st Century, Safeco, and Direct General.
Southeast Region Auto Insurance Satisfaction Summary: USAA scored 11.6%, 9.7%, 10.9%, and 9.4% above the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of above average auto insurance customer satisfaction 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: USAA scored 33 points (on a 1,000 point scale) or 3.3% above the 2015 US auto claims satisfaction study average, at 890 out of 1,000 points.
Here is how USAA 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: Three Power Circles (about average)
Appraisal: Five Power Circles (among the best)
Repair Process: Four Power Circles (better than most)
Rental Car Experience: Five Power Circles (among the best)
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 .5% above to .5% below) as USAA in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): New Jersey Manufacturers, Auto Owners, and Amica.
These insurance companies scored 1.4% or more lower than USAA 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: USAA scored 39 points (on a 1,000 point scale) or 3.9% above the 2014 JD Power Auto Claims Satisfaction study average, at 896 out of 1,000 points.
Here is how USAA rated in the six factors used to determine its overall auto insurance claims satisfaction score in 2014:
First Notice of Loss: Five Power Circles (among the best)
Service Interaction: Three Power Circles (about average)
Appraisal: Five Power Circles (among the best)
Repair Process: Five Power Circles (among the best)
Rental Car Experience: Four Power Circles (better than most)
Settlement: Four Power Circles (better than most)
Overall Auto Claims Satisfaction: Five Power Circles (among the best)
These companies scored .4% higher than USAA in the 2014 JD Power Auto Claims Satisfaction study: Amica.
These companies scored 1.7% or more lower than USAA in the 2014 JD Power Auto Claims Satisfaction study: Auto-Owners, State Farm, American Family, Auto Club of Southern California, The Hartford, NJ Manufacturers, 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: USAA scored 59 points (on a 1,000 point scale) or 5.9% above the 2013 JD Power Auto Claims Satisfaction study average, at 914 out of 1,000 points.
These companies scored higher than USAA in the 2013 JD Power Auto Claims Satisfaction study: None.
These companies scored 1.9% or more lower than USAA in the 2013 JD Power Auto Claims Satisfaction study: NJ Manufacturers, Auto Club of Southern California, Auto-Owners, The Hartford, Erie, Amica, Travelers, State Farm, American Family, Nationwide, The Hanover, Safeco, Allstate, Mercury, GEICO, Auto Club, Liberty Mutual, CSAA/AAA NCNU, Progressive, Metlife, MAPFRE-Commerce, Farmers, 21st Century, and Esurance.
2012: USAA scored 37 points (on a 1,000 point scale) or 3.7% above the 2012 JD Power Auto Claims Satisfaction study average, at 889 out of 1,000 points.
These companies scored .7% higher than USAA in the 2012 JD Power Auto Claims Satisfaction study: NJ Manufacturers.
Auto-Owners scored only .2% less than USAA in the 2012 JD Power Auto Claims Satisfaction study.
These companies scored 1.3% or more lower than USAA in the 2012 JD Power Auto Claims Satisfaction study: Amica, Erie, Automobile Club of Southern California, Country, American Family, The Hartford, State Farm, Allstate, Travelers, CSAA/AAA NCNU, Nationwide, GMAC (Now called National General), Auto club, The Hanover, Liberty Mutual, GEICO, Progressive, Metlife, Safeco, Farmers, Mercury, 21st Century, Encompass, Esurance, and Commerce (MAPFRE).
Auto Insurance Claims Satisfaction Summary: USAA scored 3.7%, 5.9%, 3.9%, and 3.3% above the national average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of above average satisfaction in the national JD Power Auto Claims Satisfaction study.
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 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.
Don’t rely on how USAA 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.
The 2016 U.S. Insurance Shopping Study is 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.
2016: USAA scored 67 points (on a 1,000 point scale) or 6.7% above the 2016 JD Power Auto Insurance Purchase Experience study average, at 893 out of 1,000 points.
Here is how USAA rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2016:
Pricing: Five Power Circles (among the best)
Website: Five Power Circles (among the best)
Local Agent: Not rated (USAA sells direct, and has no local agents)
Call Center Representative: Five Power Circles (among the best)
Policy Offerings: Five Power Circles (among the best)
Overall Auto Insurance Purchase Satisfaction: Five Power Circles (among the best)
These companies alsorated better than average for lower auto insurance rates in the 2016 JD Power Auto Insurance Purchase Experience study: 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: USAA scored 63 points (on a 1,000 point scale) or 6.3% above the 2015 JD Power Auto Insurance Purchase Experience study average, at 896 out of 1,000 points.
The 2015 U.S. Insurance Shopping Study was 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 USAA rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2015:
Pricing: Five Power Circles (among the best)
Website: Five Power Circles (among the best)
Local Agent: Not rated (USAA sells direct, and has no local agents)
Call Center Representative: Five Power Circles (among the best)
Policy Offerings: Five Power Circles (among the best)
Overall Auto Insurance Purchase Satisfaction: Five Power Circles (among the best)
These companies also rated better than average for lower auto insurance rates in the 2015 JD Power Auto Insurance Purchase Experience study: 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: USAA scored 6.7% above the national average, and earned the highest rating among all factors, including Price, showing above average satisfaction for the auto insurance purchasing experience for 2016.
4. The Annual JD Power Homeowners Insurance Customer Satisfaction Study
2015: USAA scored 96 points (on a 1,000 point scale) or 9.6% above the 2015 JD Power Homeowners Insurance Customer Satisfaction study average, at 883 out of 1,000 points.
Here is how USAA rated in the five factors used to determine its overall homeowners insurance customer satisfaction score in 2015:
Policy Offerings: rating not available on the JD Power website.
Price: rating not available on the JD Power website.
Billing & Payment: rating not available on the JD Power website.
Interaction: rating not available on the JD Power website.
Claims: rating not available on the JD Power website.
Overall Homeowners Insurance Satisfaction: rating not available on the JD Power website.
These companies scored higher than USAA in the 2015 JD Power Homeowners Insurance Customer Satisfaction study: None.
These companies scored 4.9% or more lower than USAA in the 2015 JD Power Homeowners Insurance Customer Satisfaction study: 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, Chubb, Progressive, Cincinnati, Mercury, Farmers, Encompass, Automobile Club Group, Metlife, Kemper, Liberty Mutual, Safeco, Travelers, and Hanover.
2014: USAA scored 113 points (on a 1,000 point scale) or 11.3% above the 2014 JD Power Homeowners Insurance Customer Satisfaction study average, at 903 out of 1,000 points.
Here is how USAA rated in the five factors used to determine its overall homeowners insurance customer satisfaction score in 2014:
Policy Offerings: rating not available on the JD Power website.
Price: rating not available on the JD Power website.
Billing & Payment: rating not available on the JD Power website.
Interaction: rating not available on the JD Power website.
Claims: rating not available on the JD Power website.
Overall Homeowners Insurance Satisfaction: Five Power Circles (among the best)
These companies scored higher than USAA in the 2014 JD Power Homeowners Insurance Customer Satisfaction study: None.
These companies scored 6.4% or more lower than USAA in the 2014 JD Power Homeowners Insurance Customer Satisfaction study: Amica, Auto-Owners, 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: USAA scored 107 points (on a 1,000 point scale) or 10.7% above the 2013 JD Power Homeowners Insurance Customer Satisfaction study average, at 894 out of 1,000 points.
These companies scored higher than USAA in the 2013 JD Power Homeowners Insurance Customer Satisfaction study: None.
These companies scored 5.2% or more lower than USAA in the 2013 JD Power Homeowners Insurance Customer Satisfaction study: Amica, State Farm, Auto-Owners, Erie, Automobile Club of Southern California, Encompass, American Family, Progressive, Country, Allstate, GEICO, The Hartford, CSAA/AAA NCNU, Nationwide, Metlife, Safeco, Auto Club, Chubb, The Hanover, Farmers, Liberty Mutual, and Travelers.
2012: USAA scored 125 points (on a 1,000 point scale) or 12.5% above the 2012 JD Power Homeowners Insurance Customer Satisfaction study average, at 910 out of 1,000 points.
These companies scored higher than USAA in the 2012 JD Power Homeowners Insurance Customer Satisfaction study: None.
These companies scored 5.1% or more lower than USAA in the 2012 JD Power Homeowners Insurance Customer Satisfaction study: Amica, Auto Club of Southern California, Erie, American Family, Shelter, Cincinnati Insurance, State Farm, Nationwide, Auto-Owners, Chubb, Country, Encompass, The Hartford, Safeco, Allstate, Mercury, Auto Club, CSAA/AAA NCNU, The Hanover, Liberty Mutual, Metlife, Farmers, and Travelers.
Homeowners Insurance Customer Satisfaction Summary: USAA scored 12.5%, 10.7%, 11.3% and 9.6% above the national average each year in the 2012, 2013, 2014 & 2015 studies respectively, showing a trend of well above average satisfaction in the national JD Power Homeowners Insurance Customer Satisfaction study, much higher than any other company. Because of USAA’s restricted eligibility to US military or honorably discharged veterans and their families, USAA is never included in the ranking or eligible to be the top award recipient. JD Power no longer assigns USAA a power circle rating for overall homeowners insurance customer satisfaction or any factors like pricing. However, due to its superior scores, a top rating in all categories can be implied.
5. The Annual JD Power Property Claims Satisfaction Study
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.
2016:USAA scored 29 points (on a 1,000 point scale) or 2.9% above the 2016 US Property Claims Satisfaction study average, at 875 out of 1,000 points.
Here is how USAA rated in the five factors used to determine its overall property claims satisfaction score in 2016:
First Notice of Loss: Four Power Circles (better than most)
Service Interaction: Three Power Circles (about average)
Estimation Process: Four Power Circles (better than most)
Repair Process: Four Power Circles (better than most)
Settlement: Four Power Circles (better than most)
Overall Property Claims Satisfaction: Four Power Circles (better than most)
This company scored about the same (four points (.4%) above) as USAA in the 2016 US Property Claims Satisfaction study: Auto Club of Southern California.
This company scored 2.3% higher than USAA in the 2016 US Property Claims Satisfaction study: Amica.
These companies scored 1.2% or more lower than USAA in the 2016 US Property Claims Satisfaction study (from highest scoring company to lowest scoring company): Country, Encompass, Erie, Safeco, State Farm, Liberty Mutual, The Hanover, Nationwide, American Family, Chubb, California State Auto Association (CSAA), Farmers, Allstate, Metlife, Travelers, Auto-Owners, Hartford, and MAPFRE (Commerce).
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.
2015: USAA scored 44 points (on a 1,000 point scale) or 4.4% above the 2015 US Property Claims Satisfaction study average, at 895 out of 1,000 points.
Here is how USAA rated in the five factors used to determine its overall property claims satisfaction score in 2015:
First Notice of Loss: Five Power Circles (among the best)
Service Interaction: Four Power Circles (better than most)
Estimation Process: Five Power Circles (among the best)
Repair Process: Five Power Circles (among the best)
Settlement: Five Power Circles (among the best)
Overall Property Claims Satisfaction: Five Power Circles (among the best)
These companies scored higher than USAA in the 2015 US Property Claims Satisfaction study: None.
These companies scored .7% or more lower than USAA in the 2015 US Property Claims Satisfaction study: 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, The Hanover, Auto-Owners, and Auto Club.
2014: USAA scored 65 points (on a 1,000 point scale) or 6.5% above the 2014 JD Power Property Claims Satisfaction study average, at 905 out of 1,000 points.
These companies scored higher than USAA in the 2014 JD Power Property Claims Satisfaction study: None.
Amica scored .7% lower than USAA in the 2014 JD Power Property Claims Satisfaction study.
These companies scored 1.8% or more lower than USAA in the 2014 JD Power Property Claims Satisfaction study: Erie, Nationwide, Auto-Owners, 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: USAA scored 72 points (on a 1,000 point scale) or 7.2% above the 2013 JD Power Property Claims Satisfaction study average, at 904 out of 1,000 points.
These companies scored .3% higher than USAA in the 2013 JD Power Property Claims Satisfaction study: Amica.
Chubb scored only .2% lower than USAA in the 2013 JD Power Property Claims Satisfaction study.
These companies scored 3.7% or more lower than USAA in the 2013 JD Power Property Claims Satisfaction study: Encompass, Country, The Hartford, Nationwide, Erie, Auto Club of Southern California, Metlife, Auto-Owners, American Family, Liberty Mutual, Allstate, Travelers, State Farm, Farmers, CSAA/AAA NCNU, and Safeco.
2012: USAA scored 62 points (on a 1,000 point scale) or 6.2% above the 2012 JD Power Property Claims Satisfaction study average, at 895 out of 1,000 points.
These companies scored higher than USAA in the 2012 JD Power Property Claims Satisfaction study: None.
Amica scored only .1% lower than USAA in the 2012 JD Power Property Claims Satisfaction study.
These companies scored 2.2% or more lower than USAA in the 2012 JD Power Property Claims Satisfaction study: Auto-Owners, Nationwide, Erie, Chubb, Auto Club of Southern California, Country, State Farm, American Family, CSAA/AAA NCNU, The Hartford, Safeco, Travelers, Allstate, Liberty Mutual, Metlife, Farmers, and The Hanover.
Homeowners Insurance Claims Satisfaction Summary: USAA scored 6.2%, 7.2%, 6.5%, 4.4%, and 2.9% above the national average each year in the 2012, 2013, 2014, 2015 & 2016 studies respectively, showing a trend of above average satisfaction in the national JD Power Property Claims Satisfaction study.
6. The Annual JD Power Life Insurance Customer Satisfaction Study
2015: USAA scored 125 points (on a 1,000 point scale) or 12.5% above the 2015 JD Power Life Insurance Customer Satisfaction study average, at 895 out of 1,000 points.
These companies scored higher than USAA in the 2015 JD Power Life Insurance Customer Satisfaction study: None.
These companies scored 7.2% or more lower than USAA in the 2015 JD Power Life Insurance Customer Satisfaction study: State Farm, Northwestern Mutual, Allstate, Nationwide, Mutual of Omaha, New York Life, Guardian Life Group, MetLife, Principal Financial, Protective Life Group, Prudential, Massachusetts Mutual (MassMutual), Voya Financial (ING), AIG (American General), AXA Financial Group, Transamerica (AEGON), Genworth Financial Group, Lincoln Financial Group, John Hancock, and Primerica.
2014: USAA scored 135 points (on a 1,000 point scale) or 13.5% above the 2014 JD Power Life Insurance Customer Satisfaction study average, at 898 out of 1,000 points.
These companies scored higher than USAA in the 2014 JD Power Life Insurance Customer Satisfaction study: None.
These companies scored 7.5% or more lower than USAA in the 2014 JD Power Life Insurance Customer Satisfaction study: State Farm, Northwestern Mutual, Pacific Life Group, Allstate, Nationwide, Mutual of Omaha, New York Life, Massachusetts Mutual (MassMutual), Guardian Life Group, Principal Financial, John Hancock, Prudential, ING, Genworth Financial Group, Transamerica (AEGON), AIG (American General), MetLife, Protective Life Group, AXA Financial Group, Lincoln Financial Group, and Primerica.
Life Insurance Customer Satisfaction Summary: USAA scored 13.5% and 12.5% above the average in the 2014 & 2015 JD Power Life Insurance Customer Satisfaction studies respectively, showing a much better than average level of satisfaction, significantly higher than all other companies.
2014 was the first year individual life insurance policies from different companies were evaluated for customer satisfaction. However, in spite of their above average scores in the 2014 & 2015 studies, the companies best known for auto & home insurance, like USAA, State Farm, Allstate, Nationwide, are not known for having the best life insurance products or competitive life insurance rates among agents familiar with the life insurance market, although many customers may be unaware of it. Please read my review of the 2014 life insurance study here for tips on how to shop for the best life insurance for you.
7. JD Power 2012-2015 Insurance Studies Summary for USAA
Below I rate the performance of USAA for auto insurance customer satisfaction, auto insurance claims satisfaction, homeowners insurance customer satisfaction, & homeowners insurance claims satisfaction as 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 USAA ratings for the category of Pricing in the most recent JD Power auto or homeowners insurance customer satisfaction study.
USAA Auto Insurance Customer Satisfaction — California region:
Better than average
USAA Auto Insurance Customer Satisfaction — Florida region:
Better than average
USAA Auto Insurance Customer Satisfaction — New York region:
Better than average
USAA Auto Insurance Customer Satisfaction — Texas region:
Better than average
USAA Auto Insurance Customer Satisfaction — Central (AR, IA, KS, MN, MO, NE, ND, OK, SD) region:
Better than average
USAA Auto Insurance Customer Satisfaction — Mid-Atlantic (DC, DE, MD, NJ, PA, VA, WV) region:
Better than average
USAA Auto Insurance Customer Satisfaction — North Central (IL, IN, MI, OH, WI) region:
Better than average
USAA Auto Insurance Customer Satisfaction — New England (CT, ME, MA, NH, RI, VT) region:
Better than average
USAA Auto Insurance Customer Satisfaction — Northwest (ID, MT, OR, WA, WY) region:
Better than average
USAA Auto Insurance Customer Satisfaction — Southwest (AZ, CO, NV, NM, UT) region:
Better than average
USAA Auto Insurance Customer Satisfaction — Southeast (AL, GA, KY, LA, MS, NC, SC, TN) region:
Better than average
USAA Auto Insurance Claims Satisfaction:
Better than average in all 48 contiguous states (not rated in Alaska or Hawaii)
Better than average among USAA auto insurance policyholders across the USA.
USAA Homeowners Insurance Customer Satisfaction:
Better than average
USAA Homeowners Insurance Claims Satisfaction:
Better than average
USAA Auto Insurance Pricing:
Better than average in all 48 contiguous states (not rated in Alaska or Hawaii)
Better than average among auto insurance shoppers across the USA.
USAA Homeowners Insurance Pricing:
The rating is not available for the factor of Homeowners Insurance Pricing, but the score for USAA in the national JD Power 2015 U.S. Homeowners Insurance Customer Satisfaction Study suggests USAA has better than average homeowners insurance rates.
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