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Customer satisfaction scores for insurance companies





USAA, State Farm and Farmers earned the highest scores from both auto and home insurance customers in Insure.com's annual customer satisfaction study. It is USAA's third year as the highest-rated auto and home insurer in the survey.

Use Insure.com's best insurance companies tool to access complete scores and rankings.

Insure.com's 2014 survey spanned 3,835 current customers of 15 large insurers in auto, home and health insurance, and 14 in life insurance. Ratings are based on five measurements:

  • Customer service
  • Claims satisfaction
  • Value for price paid
  • Percent who plan to renew
  • Percent who would recommend the company
    (Life insurance ratings did not include claims or renewal measurements.)

In the auto insurance category, USAA scored well across the board but did particularly well in measurements for renewal (95 percent of customers surveyed said they planned to renew) and recommendations (84 percent have or would recommend USAA). The insurer sells only to members of the military and their families.

State Farm and Farmers also garnered strong scores in all auto insurance measurements but were outpaced by USAA in renewal and recommendation ratings.

USAA core values

Eric Vaith, assistant vice president at USAA, credits the company's core values for its top rankings. “All employees live by our core values of service, honesty and integrity.  These core values are also key influencers for every interaction our employees have with our members,” he says.

 

Insure.com People's Choice Award 2014 winners

Auto insurance

Rank

Company

Score

1

USAA

93.9

2

State Farm

92.7

3

Farmers

91.5

See full auto insurance rankings

Home insurance

Rank

Company

Score

1

USAA

95.0

2

State Farm

92.6

3

Farmers

92.2

See full home insurance rankings

Life insurance

Rank

Company

Score

1

Jackson National

87.2

2

Prudential

86.0

3 (tie)

New York Life

85.9

3 (tie)

State Farm Life

85.9

See full life insurance rankings

Health insurance

Rank

Company

Score

1

Kaiser Permanente

93.4

2

Humana

91.3

3

BCBS of Florida

90.4

See full health insurance rankings

Vaith notes that USAA keeps its finger on the pulse of customer satisfaction at many points of contact. “We focus heavily on member satisfaction scores, where members rate the experience they had with our member service representatives and claims representatives,” he says. “At the end of a phone call, our members are able to provide voice response feedback on their experience with USAA. 

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