J.D. Power Rankings for 2018 have been released for the top auto insurance providers in the US with ratings hitting a record-high 826 on a 1,000-point scale.
According to the new study customer satisfaction with US auto insurers has improved in 2018. These rankings come at a time when auto insurance shopping rates have dropped to a record low. While we will reveal the top auto insurance providers for 2018 in a bit, we will shed some light on the customer satisfaction findings of the report.
Data indicates that customer satisfaction improved across all factors measured in the study, with the biggest gains being in billing process and policy information (+11 points); policy offerings (+10); price (+6); and interaction (+3).
J.D. Power notes in the report that overall satisfaction tends to be highest when customers interact via a mix of online and offline methods of communication. The preference for digital forms of communication was greatest for low touch-point interactions, such as verifying payment receipt (73%); making payment (70%); and ordering proof of insurance cards (66%).
“Customer satisfaction is at its highest when customers take care of transactions themselves and save the high-value interactions for live channels,” Robert Lajdziak, insurance practice business consultant at J.D. Power, said. “However, the increasing demand and use of digital self-service options is putting pressure on agents to evolve their value proposition to offer more products and services to help customers with complex needs and risks.”
Top auto insurance providers for 2018 by region
- California: Ameriprise
- Central: Shelter
- Florida: MetLife
- Mid-Atlantic: Erie Insurance
- New England: Amica Mutual
- New York: New York Central Mutual
- North Central: Auto-Owners Insurance
- Northwest: PEMCO Insurance
- Southeast: Farm Bureau Insurance—Tennessee
- Southwest: CSAA Insurance Group
- Texas: Texas Farm Bureau