Amica Mutual was rated the top auto insurance provider in the United States in 2010 according to the latest customer satisfaction survey from J.D. Power.
The company scored 849 points (compared to 851 in 2009) out of a possible 1,000, and was followed closely by Erie Insurance (849), Auto-Owners Insurance (813), Shelter (807), and State Farm (795), the leading car insurer.
Overall, customer satisfaction dropped year-over-year, thanks in part to an increase in the cost of auto insurance premiums.
An increase in premium was reported by 22% of respondents, up from 19% in 2009, but the lack of advanced notice given to insured by their insurance companies also led to the drop in satisfaction.
The study also found that 60% of policyholders weren’t given advance notice of rate increases.
Don’t expect that to change anytime soon. Insurance companies would prefer that you simply continue paying your premium without even looking at the renewal bill.
Let’s face it; we are all too busy these days and insurers don’t expect us to notice an increase and certainly won’t want to call ahead to notify you. The hope is you don’t go looking for a lower premium.
Top Auto Insurance Companies in 2010 by Customer Satisfaction
Commerce was the worst auto insurance company in terms of customer satisfaction, scoring just 726, with its closest competitor being 21st Century, and an AIG spin off (739).
Direct insurers are also winning out over traditionally more favorable independent agents, as better technology and greater hours of operation (24/7 interactive websites) have given them the edge.
One behavior that tends to lower dissatisfaction is engaging customers when speaking about rate increases and discussing ways to mitigate any price changes.
Bigger certainly doesn’t always equal best…
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