Survey results show best insurance companies for customer satisfaction

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Online-InsuranceJ.D. Power and Associates have identified the auto insurers receiving the most applause from policyholders.

Research conducted by J.D. Power and Associates, called the 2012 U.S. Insurance Shopping Survey, has identified the auto insurers that have been named the best insurance companies in terms of service by their customers.

Though most drivers put their primary focus on the premiums that they will be paying every month as they shop for their coverage, the actual cost is only one of several elements that will guide the final decision. When all is said and done, the insurance industry is one that is based on customer service, and the ways in which a policyholder interacts with a company and the satisfaction that he or she has with that experience – be it online, over the telephone, or in person – will make a significant difference to an insurer’s ability to retain that individual’s business.

The study showed that The Hartford received the recognition as best insurance company for auto policies.

In terms of customer satisfaction, The Hartford received the perfect overall rating of five circles. Other insurers that received very high ratings for satisfying policyholders included American Family, Liberty Mutual, Amica Mutual, Nationwide, Auto Club Group, State Farm, MetLife, and Erie Insurance, all of which received scores of four circles.

Consumers felt that The Hartford excelled specifically in terms of the offerings it had for its policies, its call center representatives, and its pricing. Though USAA did receive comparable marks, it was not included in the J.D. Power and Associates report because it is available exclusively to United States military personnel and their families.

Within the individual survey categories, the highest local agent ratings went to American Family. The top online shopping venues scores went to Esurance, Progressive, and Nationwide.

The survey was held throughout January and February 2012, and included the participation of more than 16,100 individuals who were shopping for insurance and who had received a minimum of one auto policy quote from one of the insurers included in the study within the previous year. The recognition of the best insurance companies were assigned based on over 50,000 unique evaluations of the insurers.


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