This review will analyze the JD Power ratings & numerical scores for Metlife auto, homeowners, and life insurance, in all the JD Power claims & customer satisfaction studies where the company was included in the last few years, to see if its JD Power ratings truly reflect the quality of the claims & customer service for the company.
This review will show you if Metlife auto, home, or life insurance has a better-than-average, average, or below-average performance in JD Power studies from 2012-2016, and how Metlife compares to leading competitors, like State Farm, Allstate, Progressive, GEICO, Farmers, American Family, Travelers, etc. in these JD Power auto & homeowners insurance claims & customer satisfaction studies.
The detailed information in this review, and my review of Metlife’s customer complaint record, compare Metlife 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 Metlife consistently performs better than average, average, or worse than average for customer service, claims, and pricing, and compare Metlife 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:
Metlife rated three power circles for Overall Auto Claims Satisfaction in the national 2014 JD Power Auto Claims Satisfaction Study, but for the factors of Service Interaction & Appraisal in the same study, Metlife received the lowest rating of two power circles. Is a company really about average for auto claims satisfaction if its customers give it the lowest ratings for appraising the damage & communicating with their customers?
It’s important to know how Metlife performed in each category (called Factors by JD Power) in a study, such as Billing & Payment, Service Interaction, Rental Car Experience, Pricing, Claims Settlement, Repair process, etc., which make up its total score, because you may not get the above-average service you expect, from a company rated four power circles (better than most) or 5 power circles (among the best) for overall satisfaction, if it received the lowest rating of two power circles for the factor of Claims handling.
I’ll show you the Metlife factor ratings from the latest JD Power studies, but even more important than factor ratings is the company’s point score in each study.
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 just its JD Power ratings for overall satisfaction, is important to see if a company is really performing better or worse than other companies.
For example, in the 2014 JD Power U.S. Homeowners Insurance Customer Satisfaction Study, Metlife received a three power circle rating (about average) for overall homeowners insurance customer satisfaction, but scored 20 points (out of 1,000 points) or 2% below the study average. Progressive Insurance, also rated “about average” at three power circles, scored 27 points (or 2.7%) below the study average and .7% (or 7 points) below Metlife. Auto Club of Southern California, also rated “about average” at three power circles, scored 14 points (or 1.4%) above the study average, and 34 points (or 3.4%) above Metlife, and 41 points (or 4.1%) above Progressive, yet all these companies are rated equal in overall homeowners insurance customer satisfaction, even though Metlife & Progressive scored below average and Auto Club of Southern California scored above average.
A difference of a 1-3% percent may not seem much, but it’s enough to say Auto Club of Southern California provides a higher level of satisfaction than Metlife, based on the 2014 JD Power U.S. Homeowners Insurance Customer Satisfaction Study scores. Given the insurance industry is known for complaints about claims handling and service, you want to not only get the right coverage at a competitive price, but choose a company providing consistently better than average claims & customer service, even if it’s only by a one or two percentage points, and reduce the likelihood of poor service when you need your insurance company.
If you think a small percentage difference among each company’s claims & customer satisfaction scores are not enough to matter, that’s reason to be more distrustful of JD Power’s overall satisfaction ratings.
Looking at the JD Power 2014 U.S. Auto Claims Satisfaction Study as an example, Amica received the highest rating of five power circles (among the best) in the study, scored 34 points (3.4%) higher than The Hartford rated three power circles (about average), scored 58 points (5.8%) above Metlife, also rated three power circles (about average), and scored 62 points (6.2%) above Progressive, also rated three power circles (about average) in the study. You may think the difference between Amica & The Hartford is too small to matter, but the difference between Amica & Metlife or Progressive is significant. Only the scores, not the ratings, help you see this difference.
A higher scoring insurance company (about 1% or more above the study average) in the most recent JD Power insurance studies is a good sign, but you also want to look at the study scores 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 reliably good or bad.
In this review, I’ll provide the data, but I’ll also analyze the scores for Metlife compared to other leading insurance companies & the industry average, so it will be easy for you to see if Metlife is performing average, better than average, or worse than average, and which companies perform better or worse than Metlife.
Ignoring a few outlying performers, most companies score in a range from 76% 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 a great deal 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. If you shop with enough companies, you will see some companies charge twice as much as others for the same level of coverage.
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 only 2-3% higher in customer or claims satisfaction.
If you find this review 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.
Metlife JD Power Auto, Home, & Life Insurance Ratings for 2012, 2013, 2014, 2015, & 2016
I’ll compare the numerical scores (instead of the power circle rating) for Metlife 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. Metlife 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 Metlife
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
Metlife is usually rated in four of the eleven regional studies composing the annual JD Power US Auto Insurance Customer Satisfaction Study. If your state is not included in any of the regions where Metlife is rated, the results for Metlife in the regions below may still be a good proxy for how Metlife performs in your state.
Florida Region (State of FL Only)
2015: Metlife scored the same as the 2015 Florida region average, at 829 out of 1,000 points.
Here is how Metlife rated in the Florida 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: Five Power Circles (among the best)
Billing & Payment: Three Power Circles (about average)
Interaction: Two Power Circles (lowest rating)
Claims: Five Power Circles (among the best)
Overall Customer Satisfaction: Three Power Circles (about average)
Allstate scored about the same (three points above) as Metlife in the 2015 Florida Region study.
These companies scored .6% or more higher than Metlife in the 2015 Florida Region study (from highest scoring company to lowest scoring company): USAA, GEICO, and Progressive.
These companies scored 1.3% or more lower than Metlife 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: Metlife scored 5 points (on a 1,000 point scale) or .5% above the 2014 Florida region average, at 810 out of 1,000 points.
Here is how Metlife rated in the Florida Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Three Power Circles (about average)
Price: Five Power Circles (among the best)
Billing & Payment: Three Power Circles (about average)
Interaction: Three Power Circles (about average)
Claims: Four Power Circles (better than most)
Overall Customer Satisfaction: Three Power Circles (about average)
These companies scored .5% or more higher than Metlife in the 2014 Florida Region study: USAA, The Hartford, and Auto-Owners.
These companies scored 1.6% or more lower than Metlife in the 2014 Florida Region study: Liberty Mutual, Travelers, Esurance, Safeco, Nationwide, and 21st Century.
2013: Metlife scored 18 points (on a 1,000 point scale) or 1.8% above the 2013 Florida region average, at 808 out of 1,000 points.
These companies scored 7.3% higher than Metlife in the 2013 Florida Region study: USAA.
These companies scored .6% or more lower than Metlife in the 2013 Florida Region study: The Hartford, State Farm, Auto-Owners, Allstate, Progressive, GEICO, Safeco, Nationwide, Liberty Mutual, 21st Century, Travelers, Esurance, and Infinity P&C.
Florida did not have its own regional study, and was included in the Southeast region study in 2012 (see below).
2012: Metlife scored 19 points (on a 1,000 point scale) or 1.9% below the 2012 Southeast region average, at 795 out of 1,000 points.
These companies scored 1.9% or more higher than Metlife 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 Metlife in the 2012 Southeast Region study: Travelers, Farmers, GMAC (Now called National General), 21st Century, Safeco, and Direct General.
Florida Region Auto Insurance Satisfaction Summary: Metlife scored 1.8% above,.5% above, and the same as the FL region average each year in the 2013, 2014, & 2015 studies respectively, showing about average auto insurance customer satisfaction in Florida in the most recent two years of 2014 and 2015.
New York Region (State of NY only)
2015: Metlife scored 14 points (on a 1,000 point scale) or 1.4% below the 2015 New York region average, at 799 out of 1,000 points.
Here is how Metlife rated in the New York 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)
New York Central Mutual scored about the same (three points above) as Metlife in the 2015 New York Region study.
These companies scored .6% or more higher than Metlife in the 2015 New York Region study (from highest scoring company to lowest scoring company): USAA, State Farm, GEICO, Travelers, Nationwide, and Allstate.
These companies scored .7% or more lower than Metlife in the 2015 New York Region study (from highest scoring company to lowest scoring company): Liberty Mutual, Progressive, and Hartford.
2014: Metlife scored 11 points (on a 1,000 point scale) or 1.1% below the 2014 New York region average, at 794 out of 1,000 points.
Here is how Metlife 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: Three Power Circles (about average)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Two Power Circles (lowest rating)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 1.6% or more higher than Metlife in the 2014 New York Region study: USAA, GEICO, State Farm, New York Central Mutual, and The Hartford.
These companies scored 2.1% lower than Metlife in the 2014 New York Region study: Progressive.
2013: Metlife scored 17 points (on a 1,000 point scale) or 1.7% below the 2013 New York region average, at 759 out of 1,000 points.
These companies scored 1.1% or more higher than Metlife in the 2013 New York Region study: USAA, New York Central Mutual, State Farm, Travelers, Liberty Mutual, The Hartford, Allstate, and GEICO.
These companies scored .5% or more lower than Metlife in the 2013 New York Region study: 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: Metlife scored 1.7%, 1.1%, and 1.4% below the region average each year in the 2013, 2014, & 2015 studies respectively, showing a trend of below average auto insurance customer satisfaction in New York.
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: Metlife scored 10 points (on a 1,000 point scale) or 1% below the 2015 New England region average, at 791 out of 1,000 points.
Here is how Metlife 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)
Progressive, Hartford, Safety, Travelers, and Safeco scored about the same (within 5 points) as Metlife in the 2015 New England Region study.
These companies scored .8% or more higher than Metlife in the 2015 New England Region study (from highest scoring company to lowest scoring company): USAA, Amica, State Farm, Allstate, Liberty Mutual, and GEICO.
These companies scored 1.3% or more lower than Metlife in the 2015 New England Region study (from highest scoring company to lowest scoring company): Nationwide, Plymouth Rock Assurance, Arbella, and MAPFRE-Commerce.
2014: Metlife scored 28 points (on a 1,000 point scale) or 2.8% below the 2014 New England region average, at 767 out of 1,000 points.
Metlife was the second lowest scoring company in the 2014 New England region study, with the next lowest scoring company, Safety Insurance, scoring 5 points (or .5%) above Metlife.
Allstate, Progressive, GEICO, Liberty Mutual, Plymouth Rock Assurance, Commerce, and Arbella scored much higher than Metlife, but still less than the New England study average.
Here is how Metlife 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: Two Power Circles (lowest rating)
Billing & Payment: Three Power Circles (about average)
Interaction: Two Power Circles (lowest rating)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 3.5% or more higher than Metlife in the 2014 New England Region study: USAA, Amica, State Farm, Nationwide, and The Hartford.
These companies scored .7% lower than Metlife in the 2014 New England Region study: The Hanover.
2013: Metlife scored 25 points (on a 1,000 point scale) or 2.5% below the 2013 New England region average, at 744 out of 1,000 points.
These companies scored 3.1% or more higher than Metlife in the 2013 New England Region study: USAA, Amica, GEICO, State Farm, The Hartford, Nationwide, Liberty Mutual, Allstate, and Progressive.
These companies scored .4% lower than Metlife in the 2013 New England Region study: Safety Insurance.
2012: Metlife scored 22 points (on a 1,000 point scale) or 2.2% below the 2012 Northeast region average, at 762 out of 1,000 points.
These companies scored 2.4% or more higher than in the 2012 Northeast Region study: USAA, Amica, New York Central Mutual, GEICO, Liberty Mutual, State Farm, and Progressive.
These companies scored .6% or more lower than in the 2012 Northeast Region study: Plymouth Rock Assurance, Commerce (MAPFRE), Safety, The Hanover, and Arbella.
New England Region Auto Insurance Satisfaction Summary: In spite of an improved 2015 score from its 2014 score, Metlife scored 2.2%, 2.5%, 2.8%, and 1% below the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, still showing below average auto insurance customer satisfaction in the New England region states of CT, ME, MA, NH, RI, and VT.
North Central Region (IL, IN, MI, OH, WI)
2015: Metlife scored 8 points (on a 1,000 point scale) or .8% below the 2015 North Central region average, at 800 out of 1,000 points.
Here is how Metlife rated in the North 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: 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 .4% or more higher than Metlife 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, American Family, State Farm, Erie, Progressive, Farmers, GEICO, Allstate, Grange, and Liberty Mutual.
These companies scored .4% or more lower than Metlife in the 2015 North Central Region study (from highest scoring company to lowest scoring company): Michigan Farm Bureau, Automobile Club Group (AAA), Hanover, and Safeco.
2014: Metlife scored 55 points (on a 1,000 point scale) or 5.5% below the 2014 North Central region average, at 761 out of 1,000 points.
Metlife was the lowest scoring company in the 2014 North Central region study, with the next lowest scoring company, The Hanover, scoring 27 points (or 2.7%) above Metlife.
Allstate, Farmers, and Auto Club (AAA) scored much higher than Metlife, but still much less than the North Central study average.
Here is how Metlife rated in the North 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 4.6% or more higher than Metlife in the 2014 North Central Region study: USAA, Auto-Owners, State Farm, Grange, Erie, Country, The Hartford, American Family, GEICO, Michigan Farm Bureau, Nationwide, Progressive, and Liberty Mutual.
These companies scored lower than Metlife in the 2014 North Central Region study: None.
2013: Metlife was not included in the 2013 North Central region study.
2012: Metlife was not included in the 2012 North Central region study.
North Central Region Auto Insurance Satisfaction Summary: In spite of its improving score, Metlife scored 5.5% and .8% below the north central region average each year in the 2014 & 2015 North Central studies respectively, showing below average auto insurance customer satisfaction in the north central region states of IL, IN, MI, OH, and WI.
2. The Annual JD Power Auto Insurance Claims Satisfaction Study
2015: Metlife scored 24 points (on a 1,000 point scale) or 2.4% below the 2015 US auto claims satisfaction study average, at 833 out of 1,000 points.
Here is how Metlife rated in the six factors used to determine its overall auto insurance claims satisfaction score in 2015:
First Notice of Loss: Two Power Circles (lowest rating)
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: Two Power Circles (lowest rating)
Overall Auto Claims Satisfaction: Two Power Circles (lowest rating)
These insurance companies scored about the same (two points above and two points below respectively) as Metlife in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): Hanover and Automobile Club Group.
These insurance companies scored 1% or more higher than Metlife 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, State Farm, GEICO, Liberty Mutual, Progressive, Country Financial, Mercury, Travelers, CSAA Insurance Group, and 21st Century.
These insurance companies scored 1% or more lower than Metlife in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): Esurance and MAPFRE-Commerce Insurance.
2014: Metlife scored 15 points (on a 1,000 point scale) or 1.5% below the 2014 JD Power Auto Claims Satisfaction study average, at 842 out of 1,000 points.
Here is how Metlife 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: Two Power Circles (lowest rating)
Repair Process: Three Power Circles (about average)
Rental Car Experience: Four Power Circles (better than most)
Settlement: Three Power Circles (about average)
Overall Auto Claims Satisfaction: Three Power Circles (about average)
These companies scored .7% or more higher than Metlife 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 .9% or more lower than Metlife in the 2014 JD Power Auto Claims Satisfaction study: Auto Club, CSAA/AAA NCNU, 21st Century, Liberty Mutual, Esurance, and MAPFRE-Commerce.
2013: Metlife scored 15 points (on a 1,000 point scale) or 1.5% below the 2013 JD Power Auto Claims Satisfaction study average, at 840 out of 1,000 points.
These companies scored 2.2% or more higher than Metlife 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 1.1% or more lower than Metlife in the 2013 JD Power Auto Claims Satisfaction study: MAPFRE-Commerce, Farmers, 21st Century, and Esurance.
2012: Metlife scored 11 points (on a 1,000 point scale) or 1.1% below the 2012 JD Power Auto Claims Satisfaction study average, at 841 out of 1,000 points.
These companies scored 1.6% or more higher than Metlife 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 1.7% or more lower than Metlife in the 2012 JD Power Auto Claims Satisfaction study: Mercury, 21st Century, Encompass, Esurance, and Commerce (MAPFRE).
Auto Insurance Claims Satisfaction Summary: Although it has had consistent scores, Metlife scored 1.1%, 1.5%, 1.5%, and 2.4% below the national average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a strong trend of below average satisfaction and a decreasing score 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. Before technology simplified things, the ease & accuracy of the sales process always depended more on the experience and customer focus of the agent quoting you, not the choice of insurance company.
However, this study is useful as a sign of competitive pricing, since a company’s score is a reflection of the satisfaction of auto insurance shoppers with the prices they were quoted by the insurance company. This study considers and rates three categories: price, distribution channel (Website, Local Agent, Call Center Representative), and policy offerings, to determine a company’s numerical score for overall satisfaction in the purchasing experience.
2016: Metlife scored 31 points (on a 1,000 point scale) or 3.1% below the 2016 JD Power Auto Insurance Purchase Experience study average, at 795 out of 1,000 points, tying with 21st Century for the lowest scoring company in the study.
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 Metlife 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: Not rated
Local Agent: Two Power Circles (lowest rating)
Call Center Representative: Two Power Circles (lowest rating)
Policy Offerings: Two Power Circles (lowest rating)
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: Metlife scored the same as the 2015 JD Power Auto Insurance Purchase Experience study average, at 833 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 Metlife rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2015:
Pricing: Three Power Circles (about average)
Website: Not rated
Local Agent: Four Power Circles (better than most)
Call Center Representative: Three Power Circles (about average)
Policy Offerings: Three Power Circles (about average)
Overall Auto Insurance Purchase Satisfaction: Three Power Circles (about average)
These companies rated better than average for lower auto insurance rates in the 2015 JD Power Auto Insurance Purchase Experience study: USAA, Erie, Ameriprise (available through Costco), The Hartford, California State Auto Association, Amica Mutual, Liberty Mutual, Auto Club Group, Travelers, & GEICO.
These companies rated worse than average for lower auto insurance rates in the 2015 JD Power Auto Insurance Purchase Experience study: Progressive, Allied, & Mercury.
JD Power Auto Insurance Purchase Experience Summary: Metlife dropped from about average for the auto insurance purchasing experience per its 2015 study results, to below average in all categories in 2016, which may mean Metlife has increased its auto insurance rates, with many shoppers now finding its price not competitive with other companies. However, don’t rely on how Metlife 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.
4. The Annual JD Power Homeowners Insurance Customer Satisfaction Study
2015: Metlife scored 16 points (on a 1,000 point scale) or 1.6% below the 2015 JD Power Homeowners Insurance Customer Satisfaction study average, at 771 out of 1,000 points.
Here is how Metlife 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:
These companies scored .3% or more higher than Metlife 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, Chubb, Progressive, Cincinnati, Mercury, Farmers, Encompass, and Automobile Club Group.
These companies scored .4% or more lower than Metlife in the 2015 JD Power Homeowners Insurance Customer Satisfaction study (from highest scoring company to lowest scoring company): Kemper, Liberty Mutual, Safeco, Travelers, and Hanover.
2014: Metlife scored 20 points (on a 1,000 point scale) or 2% below the 2014 JD Power Homeowners Insurance Customer Satisfaction study average, at 770 out of 1,000 points.
Here is how Metlife 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: Three Power Circles (about average)
Overall Homeowners Insurance Satisfaction: Three Power Circles (about average)
These companies scored 1.8% or more higher than Metlife 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 .3% or more lower than Metlife in the 2014 JD Power Homeowners Insurance Customer Satisfaction study: Liberty Mutual, Travelers, Auto Club, Progressive, and The Hanover.
2013: Metlife scored 9 points (on a 1,000 point scale) or .9% below the 2013 JD Power Homeowners Insurance Customer Satisfaction study average, at 778 out of 1,000 points.
These companies scored .8% or more higher than Metlife in the 2013 JD Power Homeowners Insurance Customer Satisfaction study: USAA, Amica, State Farm, Auto-Owners, Erie, Automobile Club of Southern California, Encompass, American Family, Progressive, Country, Allstate, GEICO, The Hartford, and CSAA/AAA NCNU.
These companies scored 1% or more lower than Metlife in the 2013 JD Power Homeowners Insurance Customer Satisfaction study: Chubb, The Hanover, Farmers, Liberty Mutual, and Travelers.
2012: Metlife scored 23 points (on a 1,000 point scale) or 2.3% below the 2012 JD Power Homeowners Insurance Customer Satisfaction study average, at 762 out of 1,000 points.
These companies scored 1.7% or more higher than Metlife in the 2012 JD Power Homeowners Insurance Customer Satisfaction study: USAA, Amica, Auto Club of Southern California, Erie, American Family, Shelter, Cincinnati Insurance, State Farm, Nationwide, Auto-Owners, Chubb, Country, Encompass, The Hartford, Safeco, Allstate, and Mercury.
These companies scored .2% or more lower than Metlife in the 2012 JD Power Homeowners Insurance Customer Satisfaction study: Farmers and Travelers.
Homeowners Insurance Customer Satisfaction Summary: Metlife scored 2.3%, .9%, 2%, and 1.6% 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 Homeowners Insurance Customer Satisfaction study.
5. The Annual JD Power Property Claims Satisfaction Study
2016: Metlife scored 1 point (on a 1,000 point scale) or .1% above the 2016 US Property Claims Satisfaction study average, at 847 out of 1,000 points. The 2016 Property Claims Satisfaction Study is based on more than 5,700 responses from homeowners insurance customers who filed a property claim between January 2014 & December 2015.
Here is how Metlife rated in the five factors used to determine its overall property claims satisfaction score in 2016:
First Notice of Loss: Three Power Circles (about average)
Service Interaction: Three Power Circles (about average)
Estimation Process: Three Power Circles (about average)
Repair Process: Two Power Circles (lowest rating)
Settlement: Four Power Circles (better than most)
Overall Property Claims Satisfaction: Three Power Circles (about average)
The companies scored about the same (from 10 points (1%) above to 4 points (.4%) below) as Metlife in the 2016 US Property Claims Satisfaction study (from highest scoring company to lowest scoring company): Safeco, State Farm, Liberty Mutual, The Hanover, Nationwide, American Family, Chubb, California State Auto Association (CSAA), Farmers, Allstate, Travelers, and Auto-Owners.
These companies scored 1.6% or more higher than Metlife in the 2016 US Property Claims Satisfaction study (from highest scoring company to lowest scoring company): Amica, Auto Club of Southern California, USAA, Country, Encompass, and Erie.
These companies scored .7% or more lower than Metlife in the 2016 US Property Claims Satisfaction study (from highest scoring company to lowest scoring company): Hartford and MAPFRE (Commerce).
2015: Metlife scored the same as the 2015 US Property Claims Satisfaction study average, at 851 out of 1,000 points. The 2015 Property Claims Satisfaction Study was based on more than 6,100 responses from homeowners insurance customers who filed a property claim between January 2013 & December 2014.
Here is how Metlife rated in the five factors used to determine its overall property claims satisfaction score in 2015:
First Notice of Loss: Three Power Circles (about average)
Service Interaction: Three Power Circles (about average)
Estimation Process: Three Power Circles (about average)
Repair Process: Three Power Circles (about average)
Settlement: Three Power Circles (about average)
Overall Property Claims Satisfaction: Three Power Circles (about average)
These companies scored 1.7% or more higher than Metlife in the 2015 US Property Claims Satisfaction study: USAA, Amica, Nationwide, Country, Erie, Chubb, and Travelers.
These companies scored 1% or more lower than Metlife in the 2015 US Property Claims Satisfaction study: American Family, The Hanover, Auto-Owners, and Auto Club.
2014: Metlife scored the same as the 2014 JD Power Property Claims Satisfaction study average, at 840 out of 1,000 points.
These companies scored 1.4% or more higher than Metlife in the 2014 JD Power Property Claims Satisfaction study: USAA, Amica, Erie, Nationwide, and Auto-Owners.
These companies scored 1% or more lower than Metlife in the 2014 JD Power Property Claims Satisfaction study: Travelers, CSAA/AAA NCNU, Auto Club of Southern California, American Family, and Auto Club.
2013: Metlife scored 21 points (on a 1,000 point scale) or 2.1% above the 2013 JD Power Property Claims Satisfaction study average, at 853 out of 1,000 points.
These companies scored 1.4% or more higher than Metlife in the 2013 JD Power Property Claims Satisfaction study: Amica, USAA, Chubb, and Encompass.
These companies scored 1.4% or more lower than Metlife in the 2013 JD Power Property Claims Satisfaction study: Liberty Mutual, Allstate, Travelers, State Farm, Farmers, CSAA/AAA NCNU, and Safeco.
2012: Metlife scored 10 points (on a 1,000 point scale) or 1% below the 2012 JD Power Property Claims Satisfaction study average, at 823 out of 1,000 points.
These companies scored 1.2% or more higher than Metlife in the 2012 JD Power Property Claims Satisfaction study: USAA, Amica, Auto-Owners, Nationwide, Erie, Chubb, Auto Club of Southern California, Country, State Farm, American Family, CSAA/AAA NCNU, The Hartford, Safeco, and Travelers.
These companies scored .5% or more lower than Metlife in the 2012 JD Power Property Claims Satisfaction study: Farmers and The Hanover.
Homeowners Insurance Claims Satisfaction Summary: Metlife scored 1% below & 2.1% above the national average each year in the 2012 & 2013 studies respectively, and the same (or almost the same) as the study average in 2014, 2015, & 2016, showing inconsistent satisfaction from 2012 to 2016, but about average satisfaction in the national JD Power Property Claims Satisfaction study for the most recent three years.
6. The Annual JD Power Life Insurance Customer Satisfaction Study
2015: Metlife scored 1 point (on a 1,000 point scale) or .1% below the 2015 JD Power Life Insurance Customer Satisfaction study average, at 769 out of 1,000 points.
Here is how Metlife rated in the four factors used to determine its overall life 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)
Overall Life Insurance Satisfaction: Three Power Circles (about average)
Principal Financial scored the same as Metlife in the 2015 JD Power Life Insurance Customer Satisfaction study.
These companies scored 1.9% or more higher than Metlife in the 2015 JD Power Life Insurance Customer Satisfaction study (from highest scoring company to lowest scoring company): USAA, State Farm, Northwestern Mutual, Allstate, Nationwide, Mutual of Omaha, New York Life, and Guardian Life Group.
These companies scored .4% or more lower than Metlife in the 2015 JD Power Life Insurance Customer Satisfaction study (from highest scoring company to lowest scoring company): 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: Metlife scored 16 points (on a 1,000 point scale) or 1.6% below the 2014 JD Power Life Insurance Customer Satisfaction study average, at 747 out of 1,000 points.
Here is how Metlife rated in the four factors used to determine its overall life insurance customer satisfaction score in 2014:
Policy Offerings: Three Power Circles (about average)
Price: Two Power Circles (lowest rating)
Billing & Payment: Three Power Circles (about average)
Interaction: Two Power Circles (lowest rating)
Overall Life Insurance Satisfaction: Three Power Circles (about average)
These companies scored 2.5% or more higher than Metlife in the 2014 JD Power Life Insurance Customer Satisfaction study: USAA, State Farm, Northwestern Mutual, Pacific Life Group, Allstate, Nationwide, Mutual of Omaha, and New York Life.
These companies scored .9% or more lower than Metlife in the 2014 JD Power Life Insurance Customer Satisfaction study: AXA Financial Group, Lincoln Financial Group, and Primerica.
Life Insurance Customer Satisfaction Summary: Metlife scored 1.6% and .1% below the average in the 2014 & 2015 JD Power Life Insurance Customer Satisfaction studies respectively, showing about average level of satisfaction in 2015 and an improved score of 22 points (2.2%) higher than its 2014 score, receiving the JD Power rating of three power circles (about average) for all factors, including life insurance rates & company/customer interaction.
2014 was the first year individual life insurance policies from different companies were evaluated for customer satisfaction. However, the companies best known for auto & home insurance, like State Farm, Allstate, Nationwide, are not known for having the best life insurance products or competitive life insurance rates. Please read my review of this 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 Metlife
Below I rate the performance of Metlife 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 Metlife ratings for the category of Pricing in the most recent JD Power auto or homeowners insurance customer satisfaction study.
Metlife Auto Insurance Customer Satisfaction — California region:
Metlife was not rated in the CA region.
Metlife Auto Insurance Customer Satisfaction — Florida region:
Average
Metlife Auto Insurance Customer Satisfaction — New York region:
Worse than average
Metlife Auto Insurance Customer Satisfaction — Texas region:
Metlife was not rated in the TX region.
Metlife Auto Insurance Customer Satisfaction — Central (AR, IA, KS, MN, MO, NE, ND, OK, SD) region:
Metlife was not rated in the Central region.
Metlife Auto Insurance Customer Satisfaction — Mid-Atlantic (DC, DE, MD, NJ, PA, VA, WV) region:
Metlife was not rated in the Mid-Atlantic region.
Metlife Auto Insurance Customer Satisfaction — North Central (IL, IN, MI, OH, WI) region:
Worse than average
Metlife Auto Insurance Customer Satisfaction — New England (CT, ME, MA, NH, RI, VT) region:
Worse than average
Metlife Auto Insurance Customer Satisfaction — Northwest (ID, MT, OR, WA, WY) region:
Metlife was not rated in the Northwest region.
Metlife Auto Insurance Customer Satisfaction — Southwest (AZ, CO, NV, NM, UT) region:
Metlife was not rated in the Southwest region.
Metlife Auto Insurance Customer Satisfaction — Southeast (AL, GA, KY, LA, MS, NC, SC, TN) region:
Metlife was not rated in the Southeast region.
Metlife Auto Insurance Claims Satisfaction:
Better than average in the state of Florida.
Average in the states of Connecticut, Illinois, Indiana, Maine, Massachusetts, Michigan, New Hampshire, Ohio, Rhode Island, Vermont, and Wisconsin.
Worse than average in the state of New York.
Worse than average among Metlife auto insurance policyholders across the USA.
Metlife Homeowners Insurance Customer Satisfaction:
Worse than average
Metlife Homeowners Insurance Claims Satisfaction:
Average
Metlife Auto Insurance Pricing:
Better than average in the state of Florida.
Average in the states of Connecticut, Illinois, Indiana, Maine, Massachusetts, Michigan, New Hampshire, New York, Ohio, Rhode Island, Vermont, and Wisconsin.
Worse than average among auto insurance shoppers across the USA.
Metlife Homeowners Insurance Pricing:
Average
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