J.D. Power & Associates’ 2009 National Auto Insurance Study rated numerous car insurance companies in terms of five categories. The accompanying press release, “Lower Premiums at the Onset of the Current Recession Drive Significant Increase in Overall Satisfaction With Auto Insurance Companies, But a Hardening Market Could Eradicate 10 Years of Progress,” explains the results in detail. Amica Mutual had the highest ratings for the tenth year in a row, with the highest marks in all five categories. The factors measured were overall satisfaction, contacting the insurer, policy offerings, billing and payment, and pricing. The overall rankings for the car insurance industry were at a five-year high in 2009, partly based on lower premiums because of the economic recession.
State Farm car insurance ranked “better than most” in overall satisfaction, “among the best” in contacting the insurer, and “better than most” in two of the remaining three categories. USAA and New Jersey Manufacturers Insurance Co. were the other two standouts ranking “among the best” in all categories, but they are both only offered to a limited group of people. Farmers auto insurance and most other insurers ranked “about average.” Over forty percent of customers said that their premiums decreased without having to shop around and switch to another insurer. Unfortunately, history shows that about a year after recessions, customer satisfaction declines as rates begin rising. If the car insurance companies talk with their customers before potential rate increases and try to work with them, it might work to dissuade negative opinions as prices inevitably rise again.
