Nationwide small commercial insurance satisfaction highest in US, says JD Power

Commercial Insurance - Customer Satisfaction

The insurer earned the highest ranking for overall customer satisfaction in a recent study.

A new J.D. Power study has found that Nationwide provides the best customer satisfaction in small commercial insurance.

This, according to the findings from the firm’s 2019 U.S. Small Commercial Insurance Satisfaction Study.

This isn’t Nationwide’s first time receiving the title. In fact, the insurer has been the top small commercial insurance company for customer satisfaction two years in a row. The company also took the top spot for the claims and policy offerings categories.

“Small businesses drive America, and at Nationwide, we’re proud to support them with robust small business solutions and superior service,” said Nationwide Property & Casualty president and COO, Mark Berven. “Receiving the highest ranking in J.D. Power’s Small Commercial Insurance Satisfaction Study in 2018 and 2019 reinforces our position as an industry leader and our commitment to helping our members build and protect their businesses.”

The commercial insurance satisfaction study included the participation of 3,200 policyholders.

The J.D. Power customer satisfaction study involved over 3,200 policyholders in the United States. They rated insurance companies in five different categories: claims, billing and payment, price, policy offerings, and interaction.

On J.D. Power’s 1,000-point scale, Nationwide earned a score of 868 from its customer. This score was 24 points higher than the average across the industry. Moreover, that insurance company also managed to take the top spot in three of the five categories in which the insurers were scored.

In 2018, Nationwide scored 844 on the same scale. Last year, it also took the top rank in three categories, which were claims, price, and policy offerings. Last year, the average across the industry was 12 points lower than the leader. It is clear that both Nationwide and the industry have improved their customer satisfaction in the last year as both scored substantially better in 2019.

“For more than 90 years, Nationwide has been a leader for small business solutions,” said Berven when discussing the insurer’s performance on the small commercial insurance customer satisfaction study. Commercial Insurance - Customer Satisfaction“Together with our independent agent partners, we’re thrilled to continue to meet the needs of our commercial lines members.”

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