Top 10 US Auto Insurance Companies Based On Customer Experience

A decline in auto insurance claims during the pandemic has allowed carriers to refine their customer experience strategies, resulting in record-high customer satisfaction, the latest survey from J.D. Power has revealed.

The 2020 US Auto Claim Satisfaction Study found that repairable claims dropped by 22% since the outbreak began, allowing insurers to focus on improving the quality of their customer services, which has translated to shorter cycle times, better service delivery and, ultimately, a sky-high ascent in client satisfaction.

The result is a record-high jump in the average customer satisfaction rating to 872, rising four points from 2019 and marking the third consecutive year of improvement.

The data analytics firm surveyed more than 11,000 auto insurance customers who settled a claim in the previous six months to determine how insurance carriers fared in overall customer satisfaction based on six indicators: claim servicing, estimation process, repair process, rental experience, first notice of loss, and settlement.

The scores were then tallied and the insurance companies were ranked based on a 1,000-point scale.