Insure.com 2016 People’s Choice Awards

Lifting the golden cup. Getty Images/Mark Matysiak

For over 25 years, Insure.com has been a source of information for consumers looking to find the best value in insurance.  The 20 largest auto insurance companies were rated by customers and for the home insurance, the 15 largest companies were rated. Only policyholders of the companies participated in the surveys which included over 4,000 insurance customers nationwide. Points are awarded based on answers to questions about the level of customer satisfaction.

The “People’s Choice Awards” has become a trusted resource in determining which insurance companies make the grade in overall customer satisfaction.  Factors used in determining the top companies included overall customer satisfaction, claims processing, customers who recommend, and customer service. A company’s policy options and services as well as financial strength ratings are provided for informational purposes but are not used in determining the ratings.

Here are the results for Insure.com’s 2016 People’s Choice Awards:

Top Auto Insurance Companies

Placing #1 was AAA Insurance, #2 was USAA Insurance and #3 was State Farm. Here are the top 20 auto insurance companies placing in the customer satisfaction survey.

  1. Progressive:  One of the things customers liked about Progressive is its immediate-response vehicles that are dispatched when a claim is reported. Over 96% of customers plan on renewing their coverage.  Progressive had an 86.2 overall customer satisfaction rating.
  1. AAA Insurance (CSAA Insurance Group): CSAA Insurance Group, an AAA insurer, scored an impressive 90.4% in overall customer satisfaction and came away with the top honor in the auto insurance category. The company comes in at #16 nationwide in the personal auto insurance market.
  2. USAA: Coming in at #2 in the auto insurance category is USAA, serving members of the military. It ranks #5 in market share nationwide in personal auto insurers.  Its overall customer satisfaction rating is 87.5% with 92% of customers planning on renewing coverage.
  1. State Farm:  State Farm came in at #3 in auto insurers with an 87.2% overall satisfaction rating. State Farm is the largest U.S. auto insurer with an 18% market share. Of note, State Farm gets the highest ranking for “value for price.”
  2. Erie Insurance: Erie Insurance has an overall customer satisfaction rating of 87.1% and received a 5-star rating for claims processing. Erie Insurance Group ranks #12 in the nation for private passenger auto insurance.
  3. The Hartford: The Hartford, based in Hartford, Connecticut has an overall 86.2% customer satisfaction rating with 84% of current customers planning on reviewing their policies. Eighty-four percent of customers would recommend the company to a friend.
  4. The General Insurance: The General Auto Insurance Services is owned by American Family Mutual Insurance. It is one of the few auto insurers who target high risk drivers to make it into the top 20 in customer satisfaction ratings. Of note, the company received 5 out of 5 stars for both pricing and claims service.
  5. GEICO: GEICO has a #2 place in market share for U.S. personal auto insurance. Forty percent of customers say they choose GEICO because of low price and 91 percent of current policy holders plan on renewing coverage.
  1. Nationwide: Nationwide Insurance scored 5 out of 5 stars in “value for price” and 4.5 out of 5 stars in “customer service.” It is the 8th largest auto insurer in the U.S. The company has an overall 84.5 customer satisfaction rating.
  2. MetLife: MetLife rated 84.3% in overall customer satisfaction with 69% of current policyholders planning to renew their coverage and 78% would recommend to others. It ranks #14 in market share for personal auto insurance in the U.S.
  3. Allstate: Allstate is the third-largest auto insurer in the U.S. Eight-four percent of customers would recommend Allstate. The overall customer satisfaction rating is 82.6%. Thirty percent of customers chose Allstate because of price.
  1. Liberty Mutual: Liberty Mutual gets 5 out of 5 stars in the “value for price” category. It is the 7th largest personal auto insurer in the U.S and the 2nd largest in the state of Massachusetts. The overall customer satisfaction rating is 82.1%.
  2. Titan Insurance: Titan Insurance scored an 82% overall customer satisfaction rating (4 out of 5 stars) with 88% of customers who would recommend. Titan is a leading discount auto insurance company.
  3. Farmers Insurance: Farmers received a solid 4.5 out of 5 stars in the areas of value for price, claims processing and customer service. Its overall customer satisfaction rating was 81.4% with 78% of customers who would recommend.
  4. American Family Insurance: American Family is the 9th largest auto insurer in the U.S. Its overall satisfaction rating was 80.7%.  Ninety-one percent of current customers plan to renew coverage.
  5. Mercury Insurance: Fifty-one percent of Mercury customers chose the company because of its value in price. It received 4.5 out of 5 stars in the areas of customer service, claims and pricing. Eighty-three percent of customers plan to renew.
  6. Esurance: Esurance is a subsidiary company of Allstate and offers auto policies online. Overall the company receives 4.5 out of 5 stars for claims, customer satisfaction and pricing. The customer satisfaction rating overall was 79.6%.
  7. Travelers: Travelers is the 10th largest U.S. auto insurer. It offers accident forgiveness for your first accident. In all categories, Travelers rated 4.5 out of 5 stars with a 78.7 overall customer satisfaction rating.
  8. 21st Century Insurance: 21st Century is a subsidiary of Farmers Insurance offering coverage in 49 states and Washington, D.C. In the “value for price” category, it received 5 out of 5 stars. The overall customer satisfaction rating is 78.1%.
  9. AAA Automobile Club of Southern California: This insurer is part of the AAA auto club federation and is the 5h largest auto insurer in California. The overall customer satisfaction rating was 77.9%. Seventy-two percent of customers would recommend.

Top Homeowners’ Insurance Companies

Placing #1 was The Hartford, #2 was State Farm and #3 was Chubb. Here are the top 15 homeowners’ insurance companies placing in the customer satisfaction survey.

  1. Liberty Mutual: Liberty Mutual scored an 81.9% overall customer satisfaction rating. The company scored 4.5 out of 5 starts for customer service and 3 out of 5 stars for claims processing with 90% of customers planning to renew.
  2. The Hartford: The Hartford ranks #1 in homeowners’ insurance with an 88.1 overall customer satisfaction rating. An impressive 96% of customers plan to renew coverage.  The lifetime renewability feature protects you from cancellation as long as the premiums are paid on time.
  3. State Farm: State Farm comes in at the #2 spot with an 86.5% overall customer satisfaction rating. Customers say reasons for choosing State Farm was reputation, pricing, and the company of their parents.
  4. Chubb: Chubb earns the #3 spot with an 84.4% overall customer satisfaction rating. An impressive 91% of home insurance customers would recommend to others. In customer service, Chubb rated 5 out of 5 stars.
  5. Erie Insurance: Erie Insurance scored an overall 83.1% in overall customer satisfaction. It rated 4.5 out of 5 stars in customer service and 4 out of 5 stars for claims processing. Eighty-one percent of customers would recommend Erie Insurance.
  6. MetLife: MetLife earns 4.5 out of 5 stars in the areas of value for price and customer service. Its overall satisfaction rating is 82.8% with 81% of current policy holders who would recommend.
  7. Nationwide: Nationwide receives 4.5 out of 5 stars for customer service with an 82% overall customer satisfaction rating. Eighty percent of customers would recommend with 89% planning to renew coverage.
  8. Farmers Insurance:  Farmers Insurance has an impressive 91% of customers who plan to renew coverage. Its overall customer satisfaction rating was 80.9% and it received 5 out of 5 stars for customer service.
  9. USAA: USAA provides insurance to military members and their families. The company scores 5 out of 5 stars for customer service and claims processing. Its overall customer satisfaction rating is 79.9% with 93% of customers planning to renew.
  10. Auto-Owners Insurance: Auto-Owners Insurance scores 5 out of 5 stars for customer service with a 79% overall satisfaction rating. Eighty percent of customers would recommend to others.
  11. Allstate: Allstate has a 78% overall customer satisfaction rating receiving 4.5 out of 5 stars for customer service. Twenty-four percent of Allstate customers chose the company because of price.
  12. Citizens: Citizens Property Insurance Corp. operates in Florida. It is a not-for-profit insurer for those unable to obtain insurance in the private market. It receives 5 out of 5 stars for claims processing and customer service with a 78.2 overall customer satisfaction rating.
  13. Travelers: Travelers Insurance was rated 4.5 out of 5 stars for customer service with a 77.6 overall customer satisfaction rating and value for price. Seventy-three percent of current customers would recommend.
  14. AIG: AIG has an overall customer satisfaction rating of 76.3 percent with 85% of customers who would recommend. Twenty-eight percent of customers chose AIG because of lower premium.
  15. American Family Insurance: American Family Insurance has a 76.2% overall customer satisfaction rating and scored 5 out of 5 stars for customer service. Twenty-six percent of customers chose American Family Insurance because of a recommendation from a friend.

Customer satisfaction ratings such as the ones by Insure.com provide insurance consumers with a way to see how a company’s customers feel about the products and services provided. It is just one more tool to arms yourself with to find the right coverage for all your insurance needs.