When shopping for insurance, many drivers care about more than just cost. If you have a claim, you want it to be quickly paid so you can get back on the road with minimal hassle. Our ratings tables evaluate insurers for claims-handling service. We found that some low-priced companies also rate fairly high for service quality.

Ratings from Policyholders

We asked consumers who had recently made auto insurance claims to rate their companies “inferior,” “adequate,” or “superior” on several elements of service. Our ratings tables show  what percentage of policyholders rated each company “superior” on each survey question. Click here for a further description of our policyholder survey and other research methods and how to interpret them.

As you can see, the table reveals big differences in how customers rated companies. For our survey question “overall claims-handling quality,” for example, scores range from 90 percent or higher for Acuity, Amica, Westfield, and USAA to 60 percent or less for Elephant, Farmers, Hanover, Kemper, Liberty, Mercury, Metromile, and Progressive.

Feedback from Auto Body Shops

We also asked auto body shops to rate the insurers “poor,” “fair,” “good,” “very good,” or “excellent” on “treating their customers (car owners) fairly.” Our ratings tables show the percent of surveyed shops that rated each company “good,” “very good,” or “excellent,” and the number of ratings each company received.

Surveyed shops gave highest marks to Amica, Chubb, Erie, Pekin, West Bend Mutual, and Westfield. Shops rated Allstate, Encompass, GEICO, Lemonade, Liberty, Metromile, Progressive, and State Farm lowest.

Complaint Histories

Another way to assess quality is to look at the number of complaints filed against each company with state regulators. While policyholders might rate a company less than “superior” if its deficiencies are minor, filing a formal complaint with a government regulatory agency presumably reflects serious dissatisfaction.

Our ratings tables also report counts of private passenger auto insurance complaints filed with the Illinois Department of Insurance during 2018, 2019, and 2020, which were, astonishingly, the most recent years for which data were available when we checked in September 2023. It also reports a “complaint rate,” which takes into account the fact that companies that do much more business than others are likely to incur more complaints. It is calculated as the number of complaints per $10 million in private passenger auto insurance premiums written.

Non-renewals and Terminations

You don’t want an insurer that will terminate your coverage or jack up your rates if you get a speeding ticket or file a claim. Losing your insurance is at best inconvenient—most insurance companies charge very high rates to customers who had coverage terminated by other outfits. At worst you’ll have to enroll in a special plan for high-risk drivers, the most costly option of all.

Illinois laws place restrictions on insurance companies for policy terminations and non-renewals. It is relatively easy for a company to cancel during a policy’s first 60 days while it checks the accuracy of a policyholder’s application. After that, a company may cancel coverage only for serious problems, such as failing to pay the premium, filing a false claim, or having a driver’s license suspended.

But the restraints are much looser with regard to non-renewal. An insurer may refuse to renew a policy for any reason except age, gender, race, color, creed, ancestry, occupation, marital status, employer, or physical handicap. The insurer may not base non-renewal solely on credit report information.

Our survey of policyholders asked them to rate their companies on “not unreasonably cutting coverage after claim.” The results appear on our ratings tables. But because cancellations are fairly uncommon, we don’t recommend spending a lot more money to sign on with a company with a great cancellation record.

Of course, even if a company doesn’t drop you it can still dramatically increase your premium in response to an accident or violation, forcing you to terminate on your own to find a lower-priced company. Our survey results for “not unreasonably raising premium after claim” reveal big company-to-company variation.

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