Which Auto Insurance Companies Offer the Best Customer Service?
Last updated April 2020
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, our ratings tables reveal big differences in how customers rated companies. For our survey question “overall claims-handling quality,” for example, scores range from 92 percent for Amica and 91 percent for USAA to 31 percent for National General.
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, and USAA. Shops rated Allstate, Esurance, GEICO, Metromile, and Progressive lowest.
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 the number of “justified” private passenger auto insurance complaints filed with the California Department of Insurance (DOI) during 2016, 2017, and 2018, the most recent years for which data were available when we checked. “Justified” complaints meet certain criteria established by the California Code of Regulations and usually involve an insurer acting against insurance regulations or in some way breaching the insurance contract. Our ratings tables also report a “justified” complaint rate for each company, 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 justified complaints per 100,000 “exposures,” which is generally defined by the DOI as vehicles covered by the company.
Non-renewals and Terminations
You don’t want to sign on with an insurer that will terminate your coverage or jack up your rates if you get a speeding ticket or file a claim. Getting dropped by an insurer is at best inconvenient—most insurance companies charge very high rates to customers who had coverage terminated by other companies. At worst you’ll have to enroll in a special plan for high-risk drivers, which is the most costly option of all.
California laws place restrictions on insurance companies for policy terminations. The state allows cancellation or non-renewal in cases of fraud/misrepresentation, non-payment of premium, suspension or revocation of license or registration, or substantial increase in the hazard insured against. An insurer may not non-renew coverage solely based on age or the fact that there is an outstanding claim on the policy.
Our survey of policyholders asked them to rate their companies on “not unreasonably cutting coverage.” 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” reveal big company-to-company variation.