The 2013 Temkin Experience Ratings ranked 246 companies across 19 industries based on the customers' experience. In its third year, the survey of 10,000 U.S. consumers found the insurance industry—comprised of 14 carriers—showed steady improvement from an average experience rating of 59 percent in 2011 to 65 percent in 2013.

Bruce Temkin, managing partner of Temkin Group, said the survey began with a much larger group of the nation's largest insurance carriers. The 14 insurers were chosen based on a minimum of 100 responses to the survey.

The survey measures three components of customer satisfaction:

Functional—can customers do what they want to do.
Accessible—how easy is it to work with the company.
Emotional—how consumers feel about their indications with the company.

Click “next” to see which insurers were rated the best and worst in customer experience.

1. USAA

Ranking: 29/246

Experience Rating: 77%

Ranked with an overall carrier experience considered “Good” was USAA, ranking 29 of the 246 companies and receiving an experience rating of 77 percent. USAA's score improved from last year by four points.

2. State Farm

Ranking: 64/246

Rating: 73%

State Farm ranked 64 and scored 73 percent, an improvement from last year by 1 point.

Nine insurers ranked in the mid-range, with industry average rating between 60 percent and 70 percent. Nationwide, ranked 100, and a rating of 68 percent, came in third among all the insurers.

13. Liberty Mutual

Ranking: 203/246

Rating: 56%

In second-to-last place is Liberty Mutual, which ranked 203 and received a rating of 56 percent, down 3 points from 2012.

Another insurer that received a poor rating is American Family, which ranked 191 and received a rating of 58 percent.

14. 21^st Century

Ranking: 242/246

Rating: 49%

In last place is 21^st Century, falling to very poor with a rank of 242 and rating of 49 percent, a drop of 7 points over its 2012 rating.

The company did poorly in all three of the rating components compared to the overall industry average with Functional the worst followed by Accessible and then Emotional.

The other 10 insurance companies on the list, which ranked in the mid-range, are: Nationwide, Nationwide, GEICO, Allstate, Progressive, Metlife, Travelers, The Hartford, Farmers, and AAA.

Special Reports /

Best and Worst P&C Insurers for Customer Experience

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