No. 10: Auto Club of Southern California Insurance Group


Overall customer satisfaction industry rating (based on a 1,000-point scale): 866
Industry average: 868

No. 9: Nationwide


Overall customer satisfaction industry rating (based on a 1,000-point scale): 867
Industry average: 868

No. 8: MetLife


Overall customer satisfaction industry rating (based on a 1,000-point scale): 867
Industry average: 868

No. 7: Auto-Owners Insurance


Overall customer satisfaction industry rating (based on a 1,000-point scale): 870
Industry average: 868

No. 6: The Hartford


Overall customer satisfaction industry rating (based on a 1,000-point scale): 873
Industry average: 868

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No. 5: State Farm


Overall customer satisfaction industry rating (based on a 1,000-point scale): 878
Industry average: 868

No. 4: GEICO


Overall customer satisfaction industry rating (based on a 1,000-point scale): 879
Industry average: 868

No. 3: Erie Insurance


Overall customer satisfaction industry rating (based on a 1,000-point scale): 879
Industry average: 868

No. 2: Country Financial


Overall customer satisfaction industry rating (based on a 1,000-point scale): 896
Industry average: 868

No. 1: Amica Mutual


Overall customer satisfaction industry rating (based on a 1,000-point scale): 898
Industry average: 868

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Auto insurance customers are more satisfied with the claim handling experience than ever before, according to the results of the J.D. Power 2019 U.S. Auto Claims Satisfaction Study™.

“The investments made by insurers in claim digitization and internal process improvements are resulting in shorter cycle times and an improved overall claim experience,” David Pieffer, J.D. Power’s vice president of Property & Casualty Insurance Intelligence, said in a press release. “The investment is paying off.”

The study is based on responses from more than 11,000 auto insurance customers who settled a claim within the past six months. Data was collected between November 2018 and September 2019. Insureds were asked to evaluate their experience with first notice of loss, claim servicing, the estimation process, the repair process, their rental experience, and the settlement.

The slideshow above reveals the auto insurance carriers that ranked highest for claim satisfaction.

There was, however, one area where carriers continue to struggle, according to this research.

“There is still some room for improvement,” Pieffer said, “in the area of helping claimants feel more at ease during the first notice of loss.”

For more information about the U.S. Auto Claims Satisfaction Study, visit J.D. Power’s website.

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