Customer satisfaction with the property-casualty insurance industry has remained fairly steady over the years, improving just over 1 percent in 2005.

The American Customer Satisfaction Index rates Bloomington, Ill.-based State Farm the industry leader with a score of 79, despite the fact that represented a drop of three points from the previous year.

Los Angeles-based Farmers Group showed the greatest decline of five points in satisfaction, dropping to a score of 73.

Claes Fornell, a professor of business administration at the University of Michigan, which conducted the study, said factors affecting satisfaction in the p-c industry do not differ from other sectors.

“It is all about price and quality of service,” he said.

He noted that the property-casualty index has been one of the most static in the 12-year history of the survey.

Overall satisfaction with the industry has declined 4.2 percent for a score of 78 over the 12-year period. The companies scoring the greatest decline over that period fall under the category of “all others,” which makes up 80 percent of the industry.

“Our data shows that people feel their premiums are rising and they have trouble making inquiries,” Mr. Fornell said.

The survey did not measure claims service satisfaction.

The overall satisfaction level with the financial sector, including banks and life and health and p-c insurers, rose .7 percent. Banks and life insurers remain unchanged while health care insurance rose 1.5 percent.

Mr. Fornell noted that “contrary to what is often the case, recent mergers do not appear to have much of an effect on customer satisfaction.”

JP Morgan Chase, which acquired Bank One last year, held steady, as did Bank of America, despite a drop in 2004 following its acquisition of Fleet Boston.

While the life insurance sector remained constant, the two giants of the arena suffered sharp declines in satisfaction. Prudential and MetLife, both among the industry leaders in 2004, fell 8 percent and 7 percent, respectively, in 2005.

Mr. Fornell said that premium pricing for life insurance was a much bigger source of dissatisfaction than in the p-c sector.

Special Reports /

P-C Customer Satisfaction Changes Little

Related Stories

Recommended For You