As car insurance costs jump, customer satisfaction with auto insurers is plummeting, according to J.D. Power’s 2023 U.S. Auto Insurance Study.
Nearly one-third — 31% — of policyholders say their car insurance premiums rose during the past year, J.D. Power says. Overall, rates were up an average of 15.5%.
As a result of those higher costs, customer satisfaction with auto insurers fell 12 points on a 1,000-point scale, to 822. It was the largest decline in two decades.
J.D. Power’s 2023 study is based on a poll of 41,437 car insurance customers. It evaluates five facets of customer satisfaction:
- Billing process and policy information
- Policy offerings
Unhappiness with higher premium costs was the major driver in this year’s plunge in overall customer satisfaction, with the score in the “price” category dropping by 25 points, J.D. Power says.
Insurers are hiking premiums in response to record-high loss ratios. Companies are losing an average of 12 cents on every premium dollar they collect, according to J.D. Power.
The best auto insurer in every region
Some insurers still earn relatively high marks from their customers. The following insurers ranked highest in the 11 regions included in the study:
- California: Wawanesa (which earned an overall customer satisfaction score of 843 out of 1,000)
- Central (Arkansas, Iowa, Kansas, Minnesota, Missouri, Nebraska, North Dakota, Oklahoma and South Dakota): Shelter (851)
- Florida: State Farm (833)
- Mid-Atlantic (Delaware, District of Columbia, Maryland, New Jersey, Pennsylvania, Virginia and West Virginia): Erie Insurance (863)
- New England (Connecticut, Maine, Massachusetts, New Hampshire, Rhode Island and Vermont): Geico (836)
- New York: New York Central Mutual (842)
- North Central (Illinois, Indiana, Michigan, Ohio and Wisconsin): Erie Insurance (844)
- Northwest (Idaho, Montana, Oregon, Washington and Wyoming): The Hartford (836)
- Southeast (Alabama, Georgia, Kentucky, Louisiana, Mississippi, North Carolina, South Carolina and Tennessee): Farm Bureau Insurance-Tennessee (866)
- Southwest (Arizona, Colorado, Nevada, New Mexico and Utah): State Farm (835)
- Texas: Auto Club of Southern California — AAA (839)
Finding the right auto insurer for you
If you are unhappy with your car insurance company or rate, you have a great reason to shop around. If you are satisfied with your insurer, you still should compare rates to see if you can save money.
These days, you have two options for shopping around for car insurance: the old-school route of calling multiple insurers or filling out forms on websites for quotes or the new-school route of letting a third-party service like The Zebra do the legwork for you.
For more on The Zebra and to learn about other ways to save, read “14 of the Best Money Moves You Can Make in 2023.”