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Revealed – which auto insurers are prime for buyer satisfaction?


A report variety of severe collisions, spiking used-vehicle costs and rising restore prices have compelled auto insurers to boost charges. This, in flip, has spurred a pointy decline in buyer satisfaction with the worth of auto insurance coverage, in accordance with a brand new examine from J.D. Energy. Nevertheless, business efforts to enhance buyer engagement have stored total buyer satisfaction at a degree just like a yr in the past.

“The present scenario is a tricky one for auto insurers, however it’s not unattainable within the present inflationary setting to construct buyer satisfaction and retention,” stated Robert Lakdziak, J.D. Energy director of insurance coverage intelligence. “J.D. Energy finds two vibrant spots within the information for insurers. First, these insurers which might be clear and notify clients upfront of worth will increase can blunt the unfavourable results of a worth improve. Second, usage-based insurance coverage is rising shortly, with an all-time excessive variety of clients adopting these packages, and on account of their expertise utilizing them, total buyer satisfaction ranges have considerably risen.”

Key findings of the examine embody:

  • General buyer satisfaction with auto insurance coverage suppliers was 834 (on a 1,000-point scale), down from 835 a yr in the past. Nevertheless, buyer satisfaction with the worth of insurance coverage is 769, a five-point drop from 2021
  • Participation in usage-based insurance coverage packages has doubled since 2016, with 16% of auto insurance coverage clients now taking part. Worth satisfaction amongst clients taking part in usage-based packages is 59 factors increased on common than amongst clients total
  • Insurers which might be proactive in informing clients of premium will increase are in a position to mitigate the unfavourable results they generate. Up to now yr, 59% of shoppers experiencing a worth improve have been knowledgeable upfront by their insurer – up from 44% in 2016 – and total satisfaction scores are a median of 37 factors increased amongst pre-notified clients
  • When clients have interaction with their insurers by way of each digital and reside channels – corresponding to brokers or customer support representatives – satisfaction with the reside channel will increase. The explanation for that is effectivity – clients can deal with transactions shortly whereas spending extra beneficial time with an agent

Learn subsequent: Revealed – How glad are US clients with their insurers?

The examine measured buyer satisfaction with auto insurance coverage in 11 geographic areas. The best-ranking insurers by area have been:

  • California: Wawanesa (879)
  • Central: Shelter (866)
  • Florida: The Hartford (860)
  • Mid-Atlantic: Erie Insurance coverage (867)
  • New England: Amica Mutual (862)
  • New York: New York Central Mutual (834)
  • North Central: Erie Insurance coverage (876)
  • Northwest: The Hartford (842)
  • Southeast: Farm Bureau Insurance coverage – Tennessee (876)
  • Southwest: State Farm (848)
  • Texas: Texas Farm Bureau (873)



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