This review will analyze the JD Power ratings & numerical scores for Travelers auto & homeowners 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 Travelers auto & home insurance has a better-than-average, average, or below-average performance in JD Power studies from 2012-2016, and how Travelers compares to leading competitors, like State Farm, Allstate, Progressive, GEICO, Farmers, etc. in these JD Power auto & homeowners insurance claims & customer satisfaction studies.
The detailed information in this review, and my review of Travelers customer complaint record, compare Travelers auto & home insurance to the industry average and competing companies for customer service, claims processing performance, and insurance rates, but if If you don’t want to read all the details, you can go to my review website here, to see at a glance if Travelers consistently performs better than average, average, or worse than average for customer service, claims, and pricing, and compare Travelers to over 40 other U.S. auto & home insurance companies.
You need to know more than the overall satisfaction ratings for an auto or homeowner insurance company published by JD Power in its annual press release for each of its insurance studies.
Travelers rated three power circles for Overall Satisfaction in the 2014 JD Power Homeowners Insurance Customer Satisfaction Study, but for the factor of Service Interaction in the study, Travelers received the lowest rating of two power circles. Is a company really about average for customer satisfaction if customers feel their contact & response from the company is less than satisfactory?
It’s important to know how Travelers performed in each category (called Factors by JD Power) in a study, such as Billing & Payment, Service Interaction, Pricing, Claims Settlement, 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) for overall claims satisfaction, if it received the lowest rating of two power circles for the factor of Claims Settlement.
I’ll show you Travelers 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 JD Power 2014 U.S. Auto Claims Satisfaction Study, Travelers received a three power circle rating (about average) for overall auto claims satisfaction, and scored 1 point (out of 1,000 points) higher than the study average. However, Progressive Insurance, also rated “about average” at three power circles, scored below the study average and 2% below (or 20 points) below Travelers. A difference of two percent may not seem much, but its enough to say Travelers scored close to the average, performing better than Progressive, which scored almost 2% below the average in this study. 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 few percentage points, and improve your likelihood of not having a problem when you need your insurance company.
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 dependably good or bad.
If you don’t think a 2-3% difference matters, that’s reason to be more distrustful of JD Power’s overall satisfaction ratings. Once again 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, but scored only 34 points (3.4%) higher than The Hartford rated three power circles (about average) in the study, yet 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 & Progressive is more significant. Only the scores, not the ratings, help you see this difference.
In this review, I’ll provide the data, but I’ll also analyze the scores for Travelers compared to other leading insurance companies & the industry average, so it will be easy for you to see if Travelers is performing average, better than average, or worse than average, and which companies perform better or worse than Travelers.
Ignoring a few outlying performers, 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 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 insurance companies charge twice as much as others for the same level of coverage.
Because 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 3-5% higher in customer or claims satisfaction.
If you find this Travelers Insurance 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.
Travelers 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 Travelers 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. Travelers 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. JD Power 2012-2015 Insurance Studies Summary for Travelers
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
Travelers is usually rated in seven 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 Travelers is rated, the results for Travelers in the regions below may still be a good proxy for how Travelers performs in your state.
California Region (State of CA only)
2015: Travelers scored 35 points (on a 1,000 point scale) or 3.5% below the 2015 California region average, at 768 out of 1,000 points.
Here is how Travelers rated in the California region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 1.3% or more higher than Travelers in the 2015 California Region study (from highest scoring company to lowest scoring company): USAA, Wawanesa, Hartford, Auto Club of Southern California, Ameriprise, State Farm, Esurance, GEICO, Progressive, Allstate, CSAA, Farmers, Safeco, Nationwide, Liberty Mutual, 21st Century, and Mercury.
These companies scored 5.3% lower than Travelers in the 2015 California Region study (from highest scoring company to lowest scoring company): Infinity.
2014: Travelers scored 30 points (on a 1,000 point scale) or 3% below the 2014 California region average, at 765 out of 1,000 points. Travelers was the lowest scoring company in the 2014 California region study, with the next lowest scoring company, 21st Century, scoring .6% or 6 points higher than Travelers.
Here is how Travelers rated in the California 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: Four Power Circles (better than most)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 3% or more higher than Travelers in the 2014 California Region study: USAA, Wawanesa, Ameriprise, Auto Club of Southern California, The Hartford, State Farm, and GEICO.
These companies scored lower than Travelers in the 2014 California Region study: None.
2013: Travelers scored 32 points (on a 1,000 point scale) or 3.2% below the 2013 California region average, at 745 out of 1,000 points.
These companies scored 3.5% or more higher than Travelers in the 2013 California Region study: USAA, Wawanesa, State Farm, The Hartford, Auto Club of Southern California, GEICO, Ameriprise, Safeco, Progressive, CSAA/AAA NCNU, Allstate, and Liberty Mutual.
These companies scored .3% or more lower than Travelers in the 2013 California Region study: Kemper, Farmers, and Infinity P&C.
2012: Travelers was not included in the 2012 California region study.
California Region Auto Insurance Satisfaction Summary: Travelers scored 3.2%, 3%, and 3.5% below the region average each year in the 2013, 2014, & 2015 studies respectively, showing a strong trend of below average auto insurance customer satisfaction in California.
Florida Region (State of FL Only)
2015: Travelers scored 37 points (on a 1,000 point scale) or 3.7% below the 2015 Florida region average, at 792 out of 1,000 points.
Here is how Travelers rated in the Florida Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Two Power Circles (lowest rating)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
21st Century, Auto-Owners, Esurance, and Safeco scored about the same (within 5 points) as Travelers in the 2015 Florida Region study.
These companies scored .9% or more higher than Travelers in the 2015 Florida Region study (from highest scoring company to lowest scoring company): USAA, GEICO, Progressive, Allstate, Metlife, State Farm, Liberty Mutual, Nationwide, and Hartford.
2014: Travelers scored 18 points (on a 1,000 point scale) or 1.8% below the 2014 Florida region average, at 787 out of 1,000 points.
Here is how Travelers rated in the Florida 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: Three Power Circles (about average)
Claims: Four Power Circles (better than most)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 1.7% or more higher than Travelers in the 2014 Florida Region study: USAA, The Hartford, Auto-Owners, Progressive, MetLife, Allstate, State Farm, and GEICO.
These companies scored .7% or more lower than Travelers in the 2014 Florida Region study: Safeco, Nationwide, and 21st Century.
2013: Travelers scored 17 points (on a 1,000 point scale) or 1.7% below the 2013 Florida region average, at 773 out of 1,000 points.
These companies scored 1.5% or more higher than Travelers in the 2013 Florida Region study: USAA, Metlife, The Hartford, State Farm, Auto-Owners, Allstate, Progressive, and GEICO.
These companies scored 1.3% or more lower than Travelers in the 2013 Florida Region study: 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: Travelers scored 1.7%, 1.8%, and 3.7% below the region average each year in the 2013, 2014, & 2015 studies respectively, showing a trend of below average auto insurance customer satisfaction in Florida.
New York Region (State of NY only)
2015: Travelers scored 5 points (on a 1,000 point scale) or .5% above the 2015 New York region average, at 818 out of 1,000 points.
Here is how Travelers 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: Two Power Circles (lowest rating)
Billing & Payment: Three Power Circles (about average)
Interaction: Four Power Circles (better than most)
Claims: Five Power Circles (among the best)
Overall Customer Satisfaction: Four Power Circles (better than most)
These companies scored 1% or more higher than Travelers in the 2015 New York Region study (from highest scoring company to lowest scoring company): USAA, State Farm, and GEICO.
These companies scored 1.2% or more lower than Travelers in the 2015 New York Region study (from highest scoring company to lowest scoring company): Nationwide, Allstate, New York Central Mutual, Metlife, Liberty Mutual, Progressive, and Hartford.
2014: Travelers 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 Travelers rated in the New York Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Three Power Circles (about average)
Claims: Four Power Circles (better than most)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 1.6% or more higher than Travelers 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 Travelers in the 2014 New York Region study: Progressive.
2013: Travelers scored 7 points (on a 1,000 point scale) or .7% above the 2013 New York region average, at 783 out of 1,000 points.
These companies scored 2.4% or more higher than Travelers in the 2013 New York Region study: USAA, New York Central Mutual, and State Farm.
These companies scored 1.1% or more lower than Travelers in the 2013 New York Region study: 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: Travelers scored .7% above, 1.1% below, and .5% above the region average each year in the 2013, 2014, & 2015 studies respectively, showing inconsistent auto insurance customer satisfaction in the average range for the state of New York.
Central Region (AR, IA, KS, MN, MO, NE, ND, OK, SD) (including TX in 2012 study only)
2015: Travelers scored 32 points (on a 1,000 point scale) or 3.2% below the 2015 Central region average, at 788 out of 1,000 points. Travelers was the lowest scoring company in the 2015 Central Region study.
Here is how Travelers rated in the Central Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
Nationwide scored about the same (one point above) as Travelers in the 2015 Central Region study.
These companies scored 1% or more higher than Travelers in the 2015 Central Region study (from highest scoring company to lowest scoring company): USAA, Auto-Owners, Shelter, State Farm, American Family, Allstate, Farmers, GEICO, Hartford, Safeco, Auto Club of Southern California, Progressive, Farm Bureau Mutual, and Liberty Mutual.
These companies scored lower than Travelers in the 2015 Central Region study (from highest scoring company to lowest scoring company): None.
Here is how Travelers rated in the Central Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored .9% or more higher than Travelers in the 2014 Central Region study: USAA, Auto-Owners, Shelter, State Farm, GEICO, Farm Bureau Mutual, American Family, Safeco, The Hartford, and Allstate.
These companies scored 1.2% or more lower than Travelers in the 2014 Central Region study: Nationwide and Progressive.
2013: Travelers scored 14 points (on a 1,000 point scale) or 1.4% below the 2013 Central region average, at 787 out of 1,000 points.
These companies scored 1.9% or more higher than Travelers in the 2013 Central Region study: USAA, State Farm, Auto-Owners, Shelter, American Family, The Hartford, Farm Bureau Mutual, and GEICO.
These companies scored .2% or more lower than Travelers in the 2013 Central Region study: Farmers, Progressive, Liberty Mutual, and Nationwide.
2012: Travelers scored 31 points (on a 1,000 point scale) or 3.1% below the 2012 Central region average, at 780 out of 1,000 points.
These companies scored 3.4% or more higher than Travelers in the 2012 Central Region study: USAA, Texas Farm Bureau, State Farm, GEICO, American Family, and Shelter.
These companies scored .1% or more lower than Travelers in the 2012 Central Region study: Farm Bureau Mutual and Liberty Mutual.
Central Region Auto Insurance Satisfaction Summary: In spite of improving scores, Travelers scored 3.1%, 1.4%, 1.9%, and 3.2% below the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of below average auto insurance customer satisfaction in the 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: Travelers scored 8 points (on a 1,000 point scale) or .8% below the 2015 Mid-Atlantic region average, at 814 out of 1,000 points.
Here is how Travelers rated in the Mid-Atlantic Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Two Power Circles (lowest rating)
Price: Three Power Circles (about average)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Three Power Circles (about average)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Three Power Circles (about average)
Progressive scored about the same (three points below) as Travelers in the 2015 Mid-Atlantic Region study.
These companies scored .5% or more higher than Travelers in the 2015 Mid-Atlantic Region study (from highest scoring company to lowest scoring company): USAA, NJM Insurance, Erie, Hartford, State Farm, GEICO, and Allstate.
These companies scored 1.2% or more lower than Travelers in the 2015 Mid-Atlantic Region study (from highest scoring company to lowest scoring company): Nationwide, Liberty Mutual, Plymouth Rock Assurance, and 21st Century.
2014: Travelers scored 18 points (on a 1,000 point scale) or 1.8% below the 2014 Mid-Atlantic region average, at 788 out of 1,000 points.
Here is how Travelers rated in the Mid-Atlantic 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: Four Power Circles (better than most)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 2.1% or more higher than Travelers in the 2014 Mid-Atlantic Region study: USAA, NJ Manufacturers, The Hartford, Erie, GEICO, and State Farm.
These companies scored .4% or more lower than Travelers in the 2014 Mid-Atlantic Region study: 21st Century, Plymouth Rock Assurance NJ (High Point), and Liberty Mutual.
2013: Travelers scored 7 points (on a 1,000 point scale) or .7% below the 2013 Mid-Atlantic region average, at 795 out of 1,000 points.
These companies scored 1.6% or more higher than Travelers in the 2013 Mid-Atlantic Region study: USAA, NJ Manufacturers, State Farm, Erie, GEICO, and The Hartford.
These companies scored 2.6% or more lower than Travelers in the 2013 Mid-Atlantic Region study: Liberty Mutual, Plymouth Rock Assurance NJ (High Point), and 21st Century.
2012: Travelers scored 7 points (on a 1,000 point scale) or .7% below the 2012 Mid-Atlantic region average, at 800 out of 1,000 points.
These companies scored 1.3% or more higher than Travelers in the 2012 Mid-Atlantic Region study: USAA, NJ Manufacturers, Erie, and State Farm.
These companies scored .9% or more lower than Travelers in the 2012 Mid-Atlantic Region study: GEICO, Allstate, Liberty Mutual, 21st Century, and High Point Insurance.
Mid-Atlantic Region Auto Insurance Satisfaction Summary: Travelers scored .7%, .7%, 1.8%, and .8% below the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of below average auto insurance customer satisfaction in the Mid-Atlantic region states of DC, DE, MD, NJ, PA, VA, and WV.
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: Travelers 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 Travelers 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: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Three Power Circles (about average)
Progressive, Hartford, Metlife, Safety, and Safeco scored about the same (within 5 points) as Travelers in the 2015 New England Region study.
These companies scored .8% or more higher than Travelers 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 Travelers in the 2015 New England Region study (from highest scoring company to lowest scoring company): Nationwide, Plymouth Rock Assurance, Arbella, and MAPFRE-Commerce.
2014: Travelers scored 22 points (on a 1,000 point scale) or 2.2% below the 2014 New England region average, at 773 out of 1,000 points.
Here is how Travelers rated in the New England 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: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 2.9% or more higher than Travelers in the 2014 New England Region study: USAA, Amica, State Farm, Nationwide, and The Hartford.
These companies scored .1% or more lower than Travelers in the 2014 New England Region study: Safety Insurance, Metlife, and The Hanover.
2013: Travelers 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 Travelers 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 Travelers in the 2013 New England Region study: Safety Insurance.
2012: Travelers scored 15 points (on a 1,000 point scale) or 1.5% below the 2012 Northeast region average, at 769 out of 1,000 points.
These companies scored 1.7% or more higher than Travelers in the 2012 Northeast Region study: USAA, Amica, New York Central Mutual, GEICO, Liberty Mutual, State Farm, and Progressive.
These companies scored .7% or more lower than Travelers in the 2012 Northeast Region study: Metlife, The Hartford, Allstate, Plymouth Rock Assurance, Commerce (MAPFRE), Safety, The Hanover, and Arbella.
New England Region Auto Insurance Satisfaction Summary: Travelers scored 1.5%, 2.5%, 2.2%, and 1% below the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of below average auto insurance customer satisfaction, in spite of increasing scores since 2014, in the New England region states of CT, ME, MA, NH, RI, and VT.
Southeast Region (AL, GA, KY, LA, MS, NC, SC, TN), including FL in the 2012 study only.
2015: Travelers scored 17 points (on a 1,000 point scale) or 1.7% below the 2015 Southeast region average, at 808 out of 1,000 points.
Here is how Travelers rated in the Southeast Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Three Power Circles (about average)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored .6% or more higher than Travelers in the 2015 Southeast Region study (from highest scoring company to lowest scoring company): USAA, Tennessee Farm Bureau, Alfa, Allstate, Progressive, North Carolina Farm Bureau, Kentucky Farm Bureau, State Farm, Auto-Owners, GEICO, and Nationwide.
These companies scored .8% or more lower than Travelers in the 2015 Southeast Region study (from highest scoring company to lowest scoring company): Liberty Mutual and Safeco.
2014: Travelers scored 11 points (on a 1,000 point scale) or 1.1% below the 2014 Southeast region average, at 805 out of 1,000 points.
Here is how Travelers rated in the Southeast 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: Three Power Circles (about average)
Interaction: Four Power Circles (better than most)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 1.2% or more higher than Travelers in the 2014 Southeast Region study: USAA, Tennessee Farm Bureau, North Carolina Farm Bureau, Auto-Owners, Alfa, Kentucky Farm Bureau, GEICO, Liberty Mutual, State Farm, and Progressive.
These companies scored .7% or more lower than Travelers in the 2014 Southeast Region study: Nationwide and Allstate.
2013: Travelers scored 13 points (on a 1,000 point scale) or 1.3% below the 2013 Southeast region average, at 791 out of 1,000 points.
These companies scored 1.9% or more higher than Travelers in the 2013 Southeast Region study: USAA, Tennessee Farm Bureau, State Farm, North Carolina Farm Bureau, Auto-Owners, Alfa, and Liberty Mutual.
These companies scored .1% or more lower than Travelers in the 2013 Southeast Region study: Allstate and Kentucky Farm Bureau.
2012: Travelers scored 24 points (on a 1,000 point scale) or 2.4% below the 2012 Southeast region average, at 790 out of 1,000 points.
These companies scored 2.4% or more higher than Travelers in the 2012 Southeast Region study: USAA, Tennessee Farm Bureau, North Carolina Farm Bureau, State Farm, GEICO, and Kentucky Farm Bureau.
These companies scored 1.6% or more lower than Travelers in the 2012 Southeast Region study: 21st Century, Safeco, and Direct General.
Southeast Region Auto Insurance Satisfaction Summary: In spite of increasing scores, Travelers scored 2.4%, 1.3%, 1.1%, and 1.7% below the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of below average auto insurance customer satisfaction in the Southeast region states of AL, GA, KY, LA, MS, NC, SC, and TN.
2. The Annual JD Power Auto Insurance Claims Satisfaction Study
2015: Travelers scored 6 points (on a 1,000 point scale) or .6% below the 2015 US auto claims satisfaction study average, at 851 out of 1,000 points.
Here is how Travelers rated in the six factors used to determine its overall auto insurance claims satisfaction score in 2015:
First Notice of Loss: Three Power Circles (about average)
Service Interaction: Three Power Circles (about average)
Appraisal: Three Power Circles (about average)
Repair Process: Three Power Circles (about average)
Rental Car Experience: Two Power Circles (lowest rating)
Settlement: Three Power Circles (about average)
Overall Auto Claims Satisfaction: Three Power Circles (about average)
These insurance companies scored about the same (from three points above to three points below) as Travelers in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): GEICO, Liberty Mutual, Progressive, Country, Mercury, and CSAA Insurance Group.
These insurance companies scored .7% or more higher than Travelers in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): New Jersey Manufacturers, Auto Owners, USAA, Amica, Auto Club of Southern California, Hartford, Nationwide, Erie, Allstate, American Family, Farmers, Safeco, and State Farm.
These insurance companies scored .8% or more lower than Travelers 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, 21st Century, Hanover, Metlife, Automobile Club Group, Esurance, and MAPFRE-Commerce Insurance.
2014: Travelers scored 1 point (on a 1,000 point scale) or .1% above the 2014 JD Power Auto Claims Satisfaction study average, at 858 out of 1,000 points.
Here is how Travelers 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: Three Power Circles (about average)
Appraisal: Four Power Circles (better than most)
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 .6% or more higher than Travelers in the 2014 JD Power Auto Claims Satisfaction study: Amica, USAA, Auto-Owners, State Farm, American Family, Auto Club of Southern California, The Hartford, and NJ Manufacturers.
These companies scored 1.6% or more lower than Travelers in the 2014 JD Power Auto Claims Satisfaction study: Metlife, Farmers, Progressive, Auto Club, CSAA/AAA NCNU, 21st Century, Liberty Mutual, Esurance, and MAPFRE-Commerce.
2013: Travelers scored 16 points (on a 1,000 point scale) or 1.6% above the 2013 JD Power Auto Claims Satisfaction study average, at 871 out of 1,000 points.
These companies scored 1.8% or more higher than Travelers in the 2013 JD Power Auto Claims Satisfaction study: USAA, NJ Manufacturers, and Auto Club of Southern California.
These companies scored .9% or more lower than Travelers in the 2013 JD Power Auto Claims Satisfaction study: The Hanover, Safeco, Allstate, Mercury, GEICO, Auto Club, Liberty Mutual, CSAA/AAA NCNU, Progressive, Metlife, MAPFRE-Commerce, Farmers, 21st Century, and Esurance.
2012: Travelers scored 5 points (on a 1,000 point scale) or .5% above the 2012 JD Power Auto Claims Satisfaction study average, at 857 out of 1,000 points.
These companies scored 1.1% or more higher than Travelers 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, and State Farm.
These companies scored .5% or more lower than Travelers in the 2012 JD Power Auto Claims Satisfaction study: 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: Travelers scored .5% above, 1.6% above, .1% above, and .6% below the national average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing an inconsistent trend of about 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 Travelers performed in this auto insurance shopping study to tell you if you are getting a good price or you are paying too much for your auto insurance coverage. The opinions of people in a survey about the auto insurance rates they were quoted, are not reliable for knowing the company with the best price for you, because so many individual rating factors specific to you are used to determine your insurance rates. A company with a low rate for one person (or even many people) may not have a low rate for you, and vice versa, companies with a reputation for high auto insurance rates may have the best rate for you.
2016: Travelers scored 8 points (on a 1,000 point scale) or .8% above the 2016 JD Power Auto Insurance Purchase Experience study average, at 834 out of 1,000 points.
The 2016 U.S. Insurance Shopping Study was based on responses from more than 17,000 shoppers who requested an auto insurance price quote from at least one competitive insurer in the past 9 months and includes more than 50,000 unique customer evaluations of insurers. The study was fielded in April, July & October 2015, and January 2016.
Here is how Travelers rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2016:
Pricing: Four Power Circles (better than most)
Website: Not rated
Local Agent: Three Power Circles (about average)
Call Center Representative: Four Power Circles (better than most)
Policy Offerings: Three Power Circles (about average)
Overall Auto Insurance Purchase Satisfaction: Four Power Circles (better than most)
These companies also 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, 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: Travelers scored 5 points (on a 1,000 point scale) or .5% above the 2015 JD Power Auto Insurance Purchase Experience study average, at 838 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 Travelers rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2015:
Pricing: Four Power Circles (better than most)
Website: Not rated
Local Agent: Three Power Circles (about average)
Call Center Representative: Three Power Circles (about average)
Policy Offerings: Three Power Circles (about average)
Overall Auto Insurance Purchase Satisfaction: Three Power Circles (about average)
These companies also 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, & 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: Travelers auto insurance is now more competitively priced, and rates “better than most” for Pricing among auto insurance shoppers in the 2015 & 2016 studies.
4. The Annual JD Power Homeowners Insurance Customer Satisfaction Study
2015: Travelers scored 21 points (on a 1,000 point scale) or 2.1% below the 2015 JD Power Homeowners Insurance Customer Satisfaction study average, at 766 out of 1,000 points.
Here is how Travelers rated in the five factors used to determine its overall homeowners insurance customer satisfaction score in 2015:
Policy Offerings: Two Power Circles (lowest rating)
Price: Three Power Circles (about average)
Billing & Payment: Three Power Circles (about average)
Contacting the Insurer: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Homeowners Insurance Satisfaction: Three Power Circles (about average)
Kemper scored about the same (one point above) as Travelers in the 2015 JD Power Homeowners Insurance Customer Satisfaction study.
Safeco and Liberty Mutual scored the same as Travelers in the 2015 JD Power Homeowners Insurance Customer Satisfaction study.
These companies scored .5% or more higher than Travelers 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, Automobile Club Group, and Metlife.
These companies scored 4.4% lower than Travelers in the 2015 JD Power Homeowners Insurance Customer Satisfaction study (from highest scoring company to lowest scoring company): Hanover.
2014: Travelers scored 26 points (on a 1,000 point scale) or 2.6% below the 2014 JD Power Homeowners Insurance Customer Satisfaction study average, at 764 out of 1,000 points.
Here is how Travelers rated in the five factors used to determine its overall homeowners 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 Homeowners Insurance Satisfaction: Three Power Circles (about average)
These companies scored 2.4% or more higher than Travelers 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 .1% or more lower than Travelers in the 2014 JD Power Homeowners Insurance Customer Satisfaction study: Auto Club, Progressive, and The Hanover.
2013: Travelers scored 31 points (on a 1,000 point scale) or 3.1% below the 2013 JD Power Homeowners Insurance Customer Satisfaction study average, at 756 out of 1,000 points. Travelers was the lowest scoring company in the 2013 JD Power Homeowners Insurance Customer Satisfaction Study, with the next lowest scoring company, Liberty Mutual, scoring 6 points or .6% higher than Travelers.
These companies scored 3% or more higher than Travelers 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 lower than Travelers in the 2013 JD Power Homeowners Insurance Customer Satisfaction study: None.
2012: Travelers scored 33 points (on a 1,000 point scale) or 3.3% below the 2012 JD Power Homeowners Insurance Customer Satisfaction study average, at 752 out of 1,000 points. Travelers was the lowest scoring company in the 2012 JD Power Homeowners Insurance Customer Satisfaction Study, with the next lowest scoring company, Farmers, scoring 8 points or .8% higher than Travelers.
These companies scored 3.4% or more higher than Travelers 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, and Safeco.
These companies scored lower than Travelers in the 2012 JD Power Homeowners Insurance Customer Satisfaction study: None.
Homeowners Insurance Customer Satisfaction Summary: In spite of slightly improving scores, Travelers scored 3.3%, 3.1%, 2.6%, and 2.1% 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: Travelers scored 2 points (on a 1,000 point scale) or .2% below the 2016 US Property Claims Satisfaction study average, at 844 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 Travelers 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: Three Power Circles (about average)
Overall Property Claims Satisfaction: Three Power Circles (about average)
The companies scored about the same (from 7 points (.7%) above to 1 point (.1%) below) as Travelers in the 2016 US Property Claims Satisfaction study (from highest scoring company to lowest scoring company): American Family, Chubb, California State Auto Association (CSAA), Farmers, Allstate, Metlife, and Auto-Owners.
These companies scored .9% or more higher than Travelers in the 2016 US Property Claims Satisfaction study (from highest scoring company to lowest scoring company): Amica, Auto Club of Southern California, USAA, Country, Encompass, Erie, Safeco, State Farm, Liberty Mutual, The Hanover, and Nationwide.
These companies scored .4% or more lower than Travelers in the 2016 US Property Claims Satisfaction study (from highest scoring company to lowest scoring company): Hartford and MAPFRE (Commerce).
2015: Travelers scored 17 points (on a 1,000 point scale) or 1.7% above the 2015 US Property Claims Satisfaction study average, at 868 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 Travelers rated in the five factors used to determine its overall property claims satisfaction score in 2015:
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)
These companies scored 1.3% or more higher than Travelers in the 2015 US Property Claims Satisfaction study: USAA, Amica, Nationwide, and Country.
These companies scored .8% or more lower than Travelers in the 2015 US Property Claims Satisfaction study: 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: Travelers scored 10 points (on a 1,000 point scale) or 1% below the 2014 JD Power Property Claims Satisfaction study average, at 830 out of 1,000 points.
These companies scored 1% or more higher than Travelers in the 2014 JD Power Property Claims Satisfaction study: USAA, Amica, Erie, Nationwide, Auto-Owners, Farmers, Liberty Mutual, The Hartford, Safeco, and Metlife.
These companies scored 1.3% or more lower than Travelers in the 2014 JD Power Property Claims Satisfaction study: CSAA/AAA NCNU, Auto Club of Southern California, American Family, and Auto Club.
2013: Travelers scored 2 points (on a 1,000 point scale) or .2% above the 2013 JD Power Property Claims Satisfaction study average, at 834 out of 1,000 points.
These companies scored 1% or more higher than Travelers in the 2013 JD Power Property Claims Satisfaction study: Amica, USAA, Chubb, Encompass, Country, The Hartford, Nationwide, Erie, Auto Club of Southern California, Metlife, Auto-Owners, and American Family.
These companies scored .9% or more lower than Travelers in the 2013 JD Power Property Claims Satisfaction study: Farmers, CSAA/AAA NCNU, and Safeco.
2012: Travelers scored 2 points (on a 1,000 point scale) or .2% above the 2012 JD Power Property Claims Satisfaction study average, at 835 out of 1,000 points.
These companies scored 1.1% or more higher than Travelers in the 2012 JD Power Property Claims Satisfaction study: USAA, Amica, Auto-Owners, Nationwide, Erie, Chubb, Auto Club of Southern California, Country, and State Farm.
These companies scored .6% or more lower than Travelers in the 2012 JD Power Property Claims Satisfaction study: Allstate, Liberty Mutual, Metlife, Farmers, and The Hanover.
Homeowners Insurance Claims Satisfaction Summary: Travelers scored .2% above, .2% above, 1% below, 1.7% above, and .2% below the national average each year in the 2012, 2013, 2014, 2015, & 2016 studies respectively, showing inconsistent homeowners claims satisfaction in the national JD Power Property Claims Satisfaction study, scoring about average in three of the last four years, but above average in 2015.
6. JD Power 2012-2016 Insurance Studies Summary for Travelers
Below I rate the performance of Travelers for auto insurance customer satisfaction, auto insurance claims satisfaction, home insurance customer satisfaction, & home 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 Travelers ratings for the category of Pricing in the most recent JD Power auto or homeowners insurance customer satisfaction study.
Travelers Auto Insurance Customer Satisfaction — California region:
Worse than average
Travelers Auto Insurance Customer Satisfaction — Florida region:
Worse than average
Travelers Auto Insurance Customer Satisfaction — New York region:
Average
Travelers Auto Insurance Customer Satisfaction — Texas region:
Travelers was not rated in this region.
Travelers Auto Insurance Customer Satisfaction — Central (AR, IA, KS, MN, MO, NE, ND, OK, SD) region:
Worse than average
Travelers Auto Insurance Customer Satisfaction — Mid-Atlantic (DC, DE, MD, NJ, PA, VA, WV) region:
Worse than average
Travelers Auto Insurance Customer Satisfaction — North Central (IL, IN, MI, OH, WI) region:
Travelers was not rated in this region.
Travelers Auto Insurance Customer Satisfaction — New England (CT, ME, MA, NH, RI, VT) region:
Worse than average
Travelers Auto Insurance Customer Satisfaction — Northwest (ID, MT, OR, WA, WY) region:
Travelers was not rated in this region.
Travelers Auto Insurance Customer Satisfaction — Southwest (AZ, CO, NV, NM, UT) region:
Travelers was not rated in this region.
Travelers Auto Insurance Customer Satisfaction — Southeast (AL, GA, KY, LA, MS, NC, SC, TN) region:
Worse than average
Travelers Auto Insurance Claims Satisfaction:
Better than average in the state of New York.
Average in the states of California, Connecticut, Florida, Maine, Massachusetts, New Hampshire, Rhode Island, and Vermont.
Worse than average in the states of Alabama, Arkansas, Delaware, District of Columbia, Georgia, Iowa, Kansas, Kentucky, Louisiana, Maryland, Minnesota, Mississippi, Missouri, Nebraska, New Jersey, North Carolina, North Dakota, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Virginia, and West Virginia.
Travelers was not rated in the regional studies covering these states: Arizona, Colorado, Idaho, Illinois, Indiana, Michigan, Montana, Nevada, New Mexico, Ohio, Oregon, Texas, Utah, Washington, Wisconsin, and Wyoming.
Average among Travelers auto insurance policyholders across the USA.
Travelers Homeowners Insurance Customer Satisfaction:
Worse than average
Travelers Homeowners Insurance Claims Satisfaction:
Average
Travelers Auto Insurance Pricing:
Better than average in no state, but Travelers was not rated in the regional studies covering these states: Arizona, Colorado, Idaho, Illinois, Indiana, Michigan, Montana, Nevada, New Mexico, Ohio, Oregon, Texas, Utah, Washington, Wisconsin, and Wyoming.
Average in the states of Connecticut, Delaware, District of Columbia, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, Pennsylvania, Rhode Island, Vermont, Virginia, and West Virginia.
Worse than average in the states of Alabama, Arkansas, California, Florida, Georgia, Iowa, Kansas, Kentucky, Louisiana, Minnesota, Mississippi, Missouri, Nebraska, New York, North Carolina, North Dakota, Oklahoma, South Carolina, South Dakota, and Tennessee.
Better than average among auto insurance shoppers across the USA.
Travelers Homeowners Insurance Pricing:
Average
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