UPDATED: Mar 13, 2020
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Some people buy car insurance based on price alone. Many people, however, consider customer service when shopping for car insurance.
Which insurance companies have the best customer service rankings? Which companies have invested in making the customer experience as easy and accessible as possible? Keep reading to discover the best car insurance companies for customer service.
How to Track Customer Service
Customer service can refer to several aspects of a car insurance company.
One of the best ways to track customer service is to look at the latest J.D. Power rankings. J.D. Power polls thousands of auto insurance customers across the United States every year, including customers who have completed real claims from each insurance company. Based on the responses, J.D. Power compiles rankings for things like overall satisfaction, policy offerings, price, local agent experience, call center representative experience, and insurer website.
We can also track customer service by looking at review aggregators online. Generally, however, rankings organizations provide the best metric, because few people leave reviews for their car insurance company unless they’ve had a bad claims experience.
We also judge the customer service experience of car insurance companies based on the number of complaints received by the National Association of Insurance Commissioners (NAIC), which is the standard-setting and regulatory support organization for insurance companies in all 50 states. The organization accepts complaints from insurance customers in every state. Based on the number of complaints received by each insurance company, we can assess each company’s customer service experience.
To compile our rankings, we analyzed all of the following information:
- Overall Customer Satisfaction
- Customer Satisfaction with Price
- Call Center Experience
- Local Agent Customer Service Experience
- Website Experience
All of these metrics directly impact the customer experience in some way or another. With that in mind, here are the best car insurance companies in the United States for customer service.
Erie Insurance arguably has better customer service than any major car insurance company in the United States. In the 2019 J.D. Power rankings, Erie Insurance received perfect 5/5 scores for overall satisfaction, policy offerings, price, and local agent experience. Because of these impressive metrics, Erie Insurance was awarded J.D. Power’s highest award in the latest study rankings.
USAA consistently scores well compared to all major car insurance companies in the United States. The company has very strong rankings in terms of price, value, customer satisfaction, and other metrics. The only ‘catch’ is that USAA is not open to the public: it’s only available to active-duty US military, veterans, and their families. If you are eligible to sign up for USAA auto insurance, however, then we recommend requesting a quote. The company scores particularly well for customer service. In the latest J.D. Power rankings, USAA scored perfect 5/5 scores for policy offerings, call center experience, and website experience. USAA received a 4/5 score in overall satisfaction and a 4/5 score for price.
Auto-Owners Insurance isn’t one of the biggest or best-known car insurance companies in the United States. However, the company scores very well for customer service, including a perfect 5/5 score for call center representative experience in the latest J.D. Power rankings. Auto-Owners Insurance scored 4/5 overall, including 4/5 star scores in policy offerings and price. Overall, Auto-Owners Insurance doesn’t quite have the full customer service package to compete with the top providers on our list, although the company is still one of the best in the country for customer service.
Most of the biggest car insurance companies in the United States rank poorly for customer service. Esurance is one outlier. The company scored 4/5 in the latest J.D. Power rankings for customer service, much higher than competitors like Liberty Mutual and State Farm. Esurance even scored one point better than its parent company, Allstate! Overall, Esurance scored 4 stars out of 5, including 4/5 scores for policy offerings, price, call center representative experience, and website experience.
Amica Mutual frequently scores among the top car insurance companies in the United States for customer service according to most major ranking services. Amica has fewer complaints to the NAIC compared to car insurance companies of its service. Customers also love that Amica distributes several free perks most insurers don’t offer, including free lock replacement and airbag replacement. Amica isn’t one of the biggest car insurance companies in the United States, but it punches above its weight in terms of customer service.
Safeco scores 4/5 overall in the latest J.D. Power rankings, but the company received its highest score for its call center experience. Customers gave Safeco a perfect 5/5 score for its call center experience. The Seattle-based company is particularly popular and well-rated in the Pacific Northwest, where it consistently ranks among the top providers. Safeco also scored 4/5 stars for price and local agent experience, along with a 3/5 score in policy offerings.
The Hanover, like many insurance companies on this list, isn’t the largest or best-known insurance company in the United States, but it scores very well for customer service and other metrics. The Hanover had far fewer than the median number of complaints to state regulators for home and auto insurance, for example. Customers appreciate a smooth claims experience and friendly call center employees. They also score the company well for its policy and coverage options. Overall, The Hanover is one of the best-rated insurance companies in the United States for customers in its coverage area.
NJM is one of the best-rated insurance companies in the United States for customer service, although it’s only available to customers in New Jersey and Pennsylvania. If you’ve never heard of NJM, then that’s okay: until 2018, New Jersey Manufacturers Insurance (NJM) was only available to members of certain groups. Those restrictions have been dropped, and now, NJM sells insurance products throughout New Jersey and Pennsylvania. NJM receives much fewer complaints to the NAIC than average. The company also operates as a mutual insurance company, paying out dividends and premium credits to policyholders.
Automobile Club Group
Automobile Club Group is one of three companies under the AAA car insurance umbrella. AAA sells car insurance in most states, although they use different subsidiary companies in these states. The three companies include Automobile Club Group, Auto Club of Southern California, and CSAA Insurance Group. All companies are well-rated for customer service, although Auto Club of Southern California and Automobile Club Group have particularly strong ratings. Auto Club of Southern California, for example, received a perfect 5/5 score for its website experience on the latest J.D. Power rankings, indicating customers had a smooth and hassle-free experience with the company’s website. Overall, customers tend to pay more for AAA car insurance, but they also report some of the highest customer service and claims satisfaction ratings.
Customer service should be important to any car insurance shopper. Consider requesting a quote from one of the car insurance companies listed above if you value customer service and strong customer satisfaction in your car insurance company.