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An insurer's Net Promoter Score (NPS) is a reflection of its policyholder loyalty. To determine these scores, Clearsurance collected over 125,000 carrier reviews since 2017, and each policyholder who left a review was asked how likely they are to recommend their insurer to others. Only home insurers with at least 150 customer reviews – 18 companies total – were included in Clearsurance's ranking.
According to Clearsurance, those who respond to the NPS are grouped into categories based on how loyal they appear to be to their insurer. These groups are promotors (loyal enthusiasts), passives (those satisfied with their service, but who can be swayed to another competitor) and detractors (unhappy customers). Through these ratings, they determined that those who had filed a claim with their home insurer usually left a higher NPS, which could signal most of them have had a positive claim experience.
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Brittney Meredith-Miller
Brittney Meredith-Miller is assistant editor of PropertyCasualty360.com. She can be reached at [email protected].
