Customer satisfaction with US auto insurers has improved in 2018, according to a new study by J.D. Power Rankings.
The rating has hit a record-high 826 on a 1,000-point scale – with the figure also coming at a time when auto insurance shopping rates have dropped to a record low.
The following are the highest-ranked auto insurance brands by region:
- California: Ameriprise
- Central: Shelter
- Florida: MetLife
- Mid-Atlantic: Erie Insurance
- New England: Amica Mutual
- New York: New York Central Mutual
- North Central: Auto-Owners Insurance
- Northwest: PEMCO Insurance
- Southeast: Farm Bureau Insurance—Tennessee
- Southwest: CSAA Insurance Group
- Texas: Texas Farm Bureau
Data also revealed that customer satisfaction improved across all factors measured in the study, with the biggest gains being in billing process and policy information (+11 points); policy offerings (+10); price (+6); and interaction (+3).
In particular, J.D. Power observed that overall satisfaction tends to be highest when customers interact via a mix of online and offline methods of communication. The preference for digital forms of communication was greatest for low touch-point interactions, such as verifying payment receipt (73%); making payment (70%); and ordering proof of insurance cards (66%).
“Customer satisfaction is at its highest when customers take care of transactions themselves and save the high-value interactions for live channels,” Robert Lajdziak, insurance practice business consultant at J.D. Power, said. “However, the increasing demand and use of digital self-service options is putting pressure on agents to evolve their value proposition to offer more products and services to help customers with complex needs and risks.”