Customers are more satisfied than ever before with how car insurance companies process claims, according to a new study by J.D. Power. And The Hartford gets especially high marks from drivers.
The Hartford earned the top ranking in J.D. Power’s 2021 U.S. Auto Claims Satisfaction Study.
Part of the gains in overall claims satisfaction throughout the industry can be attributed to used car prices that have climbed during the coronavirus pandemic, J.D. Power says. Drivers who experience a total loss of their vehicles are getting checks commensurate with these higher values, which makes them happier.
Other factors also are contributing to higher levels of customer satisfaction. In a press release, Tom Super, head of property and casualty insurance intelligence at J.D. Power, says:
“The auto insurance industry has been investing heavily in streamlining the claims process, and those investments are starting to pay off in the form of faster cycle times and record levels of satisfaction.”
Some factors J.D. Power used in ranking companies include:
- First notice of loss
- Claim servicing
- Estimation process
- Repair process
Satisfaction with the auto insurance claims process jumped eight points in 2021, to a record-high 880 on a 1,000-point scale. It was the fourth straight year of improvement in auto claims satisfaction, J.D. Power says.
The car insurance companies that earn higher marks than the industry average of 880 for how they process claims — and their score for claims — are:
- The Hartford: 905
- Erie Insurance: 901
- Auto Club of Southern California Insurance Group: 897
- Amica Mutual: 895
- Farmers: 893
- State Farm: 892
- American Family: 889
- Geico: 881
USAA scored highest of all, earning a customer satisfaction score of 909 for claims. But the insurer, which only serves military members and their families, was excluded from J.D. Power’s ranking.
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