In the only category where national and non-state or member companies reigned supreme, Voya Financial, formerly ING, came out on top this year in the life insurance category with a stellar overall score of 97.1 and a perfect five stars in customer service. The multi-line insurer, State Farm, came in second, and John Hancock Life Insurance finishes the top three.

See scores and rankings for all 15 life insurance companies in the survey.

 

Smaller companies may be keeping customers more satisfied

The overall trend observed is that smaller, leaner companies specializing in their particular line or region seems to be more successful at keeping their customers happier than those that are large enough to spread to every type of coverage and financial product.  That said, there were a couple of successful Goliaths.

Penny Gusner, consumer analyst for Insure.com notes, “It's remarkable that State Farm and Allstate are able to maintain such high marks in customer service. It's not uncommon to see companies as large and with such diverse products lose the ability to keep customer service at the heart of the company values.”

Methodology

Insure.com commissioned Op4G to survey more than 3,700 insurance customers nationwide in June 2016. The survey collected customer ratings for 20 leading companies in the auto category and 15 leading companies in each of the home, health and life categories. Only current customers of the insurers on our lists were surveyed, and the survey was not open to the general public on the Insure.com website.

Auto, home and health insurers were ranked according to a weighted 5-point measurement of the following factors: customer service, claims processing, value for price, would recommend and would renew. Life insurers were rated on a weighted 5-point measurement on customer service, value for price, and would recommend. Weighted measurements were derived from surveyed policyholders' rank of prioritization of these factors.

The A.M. Best ratings, discounts and coverage options noted in the survey do not affect the scores, but are provided as a supplementary resource.

Insure.com makes these ratings freely available via this site. The views and opinions expressed by users do not reflect the views and opinions of Insure.com. Insure.com expressly disclaims any and all liability in connection with the ratings.

Insure.com receives compensation from carriers when readers choose to request insurance quotes. This article is provided by an external partner that is solely responsible for the content.