Customer satisfaction report: How insurers rate
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.
Also, “throughout the life of a claim, our members are proactively 'pinged' via email to ensure they are receiving the level of service that they expect,” says Vaith.
We also asked customers their reasons for deciding to buy from their insurers. Flo is paying off: Progressive has the highest number of customers who made their decision based on seeing a TV commercial (18 percent), followed closely by Allstate (17 percent) and Geico (16 percent). USAA had the lowest percentage of customers (4 percent) who chose the company based on a commercial.
In the home insurance category, USAA was slightly dinged in price satisfaction but made up the difference with strong scores for customer service and recommendations. AIG and The Hartford, while not in the top three, had the highest percentage of customers who say they will renew, at 96 percent each.
Life & health insurance scoresLife insurance: Jackson National, Prudential, New York Life and State Farm Life topped the rankings. The high number of customers who would recommend Jackson Life helped propel it to the top. Health insurance: Kaiser Permanente, Humana and BCBS of Florida are the favorites this year. Kaiser Permanente also held the No. 1 ranking last year. Methodology Insure.com conducted surveys of 3,835 insurance customers nationwide in February and March 2014 to collect 9,586 company reviews. Only current customers of the insurers on our lists were surveyed. The survey was not open to the general public on the Insure.com website. We collected reviews for auto, home, health and life insurance carriers. Consumers answered questions about their levels of satisfaction with their insurers, and each answer was assigned a point value. Points were then averaged and totaled for each company.
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