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Prime 10 US house insurers for buyer satisfaction

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Given that the annual retention rate for homeowners insurance is close to 92%, the company said that “insurers have a great opportunity to get the life transition formula right”.

Continue reading: Home Insurers Face Loyalty Issues – Report

To determine how home insurers are doing in terms of customer experience, JD Power analyzed nearly 12,000 responses from homeowner and tenant insurance policyholders based on five indicators – interaction, policy offering, price, billing process and policy information, and claims. After the results were counted, the insurance companies were rated on a 1,000-point scale. These are the homeowner and tenant insurance companies in the United States that ranked the top in 2021 based on overall customer satisfaction.

Top 10 household insurance

USAA consistently tops JD Power’s annual list in both homeowner and tenant insurance categories, and leads the next-ranked company by a large margin. However, the military insurer cannot be included in the ranking “because it does not meet the criteria for awarding studies,” says the report. The insurer is also one of the top companies when it comes to customer loyalty.

That year, Amica Mutual topped Country Financial, which slipped to eighth place and marked the biggest drop on the list. Amica Mutual slightly improved its Customer Satisfaction Index from 853 in 2020 to 854, while Country Financial’s score fell from 855 to 830. Both insurers, together with the other companies in the top 10, were above the segment average of 825.

Seven insurance companies shot up the rankings, including three newcomers. The Automobile Club of Southern California posted the biggest jump, finishing second on the list after being just outside the top 10 last year. The customer satisfaction rating for the AAA member rose from 820 to 840. Another AAA member, the Automobile Club Group, came in fifth after not having been rated last year. The biggest jump in the rating, however, was AIG, which secured itself from 13th to eighth place in 2020 and increased its customer satisfaction from 809 to 830.

CSAA Insurance Group, Metlife and The Hartford all bowed out of the top 10, with the Connecticut-based investment and insurance company seeing the biggest drop in its rating from 832 to 798.

Here are the home insurance companies that made it into the top 10 this year:

10. Allstate
Customer satisfaction index 2021: 829
Customer satisfaction index 2020: 829
Ranking 2020: 6th (draw)

= 8. Country finances
Customer satisfaction index 2021: 830
Customer satisfaction index 2020: 855
Ranking list 2020: 1.

= 8. AIG
Customer satisfaction index 2021: 830
Customer satisfaction index 2020: 809
Ranking 2020: 13.

= 6. Car owner insurance
Customer satisfaction index 2021: 831
Customer satisfaction index 2020: 843
Ranking list 2020: 3rd

= 6. American family insurance
Customer satisfaction index 2021: 831
Customer satisfaction index 2020: 821
Ranking 2020: 10.

5th Automobile Club Group (AAA)
Customer satisfaction index 2021: 834
Rating of the customer satisfaction index 2020: N / A
Ranking list 2020: Not rated

= 3. District farm
Customer satisfaction index 2021: 835
Customer satisfaction index 2020: 829
Ranking 2020: 6th (draw)

= 3. Erie insurance
Customer satisfaction index 2021: 835
Customer satisfaction index 2020: 839
Ranking list 2020: 4th

2nd Southern California Automobile Club (AAA)
Customer satisfaction index 2021: 840
Customer satisfaction index 2020: 820
Ranking 2020: 11.

1 mutual friend
Customer satisfaction index 2021: 854
Customer satisfaction index 2020: 853
Ranking list 2020: 2.

Top 5 rental insurance providers

From 13 companies last year, JD Power’s list has shrunk to nine in 2021. Insurtech Lemonade retains the top spot, increasing its customer satisfaction rating from 866 to 870. State Farm ranks in the top 5 from seventh last year with a score of 866, up from 836 in 2020, the biggest jump in the score for the category. Only these two companies were above the segment average of 848.

American Family and Nationwide also improved their rankings from last year, climbing from fourth and ninth, respectively, to third and fourth. Rounding out the top 5, Allstate dropped from 3rd place in 2020 as the customer satisfaction index dropped from 841 to 833.

Farmers, Liberty Mutual, ASI Progressive and Travelers are the other insurance providers for renters on the list.

5. Allstate
Customer satisfaction index 2021: 833
Customer satisfaction index 2020: 841
Ranking list 2020: 3rd

4. Nationwide
Customer satisfaction index 2021: 834
Customer satisfaction index 2020: 831
Ranking list 2020: 9.

3. American family
Customer satisfaction index 2021: 838
Customer satisfaction index 2020: 840
Ranking list 2020: 4th

2. State farm
Customer satisfaction index 2021: 866
Customer satisfaction index 2020: 836
Ranking list 2020: 7.

1. Lemonade
Customer satisfaction index 2021: 870
Customer satisfaction index 2020: 866
Ranking list 2020: 1.

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