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Top ten auto insurance providers that excel in consumer satisfaction


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Top ten auto insurance providers that excel in consumer satisfaction

According to a study conducted by J.D. Power and Associates, the California-based market information services company Amica has won accolades with the highest consumer satisfaction score for auto insurance companies. This is as per the information that has just been released in the ‘2011 US National Auto Insurance Study.’

Customer satisfaction was measured using five factors such as policy offerings, interaction with customer, billing and payment, as well as claims. According to the study, there was overall improvement in customer satisfaction this year and the average index score was 790 on a 1000-point scale, which is up by 13 points from 2010.

Some of the top scorers are Amica Mutual 843, Erie Insurance 825, Shelter Insurance Cos 816, Auto Owners Insurance 815, Ameriprise 804, State Farm 804, Geico 797, State Auto Insurance Cos 792, American Family Insurance 791, and Alfa Insurance 787. USAA also had a high score but were not part of the ranking due to their closed memberships.

Erie was at second position last year and customers preferred Erie as it offered great coverage and service but at a reasonable price, stated the spokesperson Megan Euston. This was evident in the 90% customer retention rate, he said.

Shelter insurance has risen from fourth position to third position this year. Vice President Rick Means states that their company carries out a number of customer surveys and makes the relevant changes based on their feedback. The primary thing that they learnt was that customers preferred a company where they would be able to file their claims quickly. Shelter had recently announced its Fast Track Service that helps in handling auto insurance claims that are straightforward in one phone call. These include the ones where there are no complications such as liability issues or where there are no serious injuries etc.

However, Maynard states that Amica does not have any particular rule with regard to customer interactions, but allow employees to let the agenda to be set by customers. Good service most often is about doing simple things, he stated. For example, if someone is in a rush then the customer service executives will have to deliver the information quickly. But if the person is somewhat confused then these people will slow down their pace in order to ensure that the caller understands every step. This will eliminate any confusion as well.

They simply tell their employees to treat their clients like the way in which they wish to be treated – with courtesy and respect.

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