Amica Mutual Remains No. 1 With Auto Insurance Consumers

Mini Cooper and Rolls RoyceFor the 11th year in a row, Amica Mutual holds the highest ranking in auto insurance consumer satisfaction, according to a report released yesterday by J.D. Power and Associates.

Based on a 1,000-point scale, Amica Mutal scored an average of 849 points. The study used five factors to gauge customer satisfaction: interaction, policy offerings, billing and payment, price and claims.

Trailing Amica Mutual’s 849 points were Erie Insurance, with a score of 815, and Auto-Owners Insurance, with a score of 813.

Overall, this year’s study shows that customer satisfaction with car insurance companies has declined after peaking last year. A rising number of consumers cited premium increases as a primary reason for dissatisfaction; 22 percent of participants said they experienced an increase, compared to 17 percent last year.

“Now that the market has stabilized, consumers are feeling more in control of their finances and have become more aware of and sensitive to the rate increases that have started to occur since the recent recessionary period,” says J.D. Power and Associates senior director of the insurance practice Jeremy Bowler. “As a result, customers are considerably less satisfied with their insurer and their rates, and have begun shopping for new insurers at unprecedented high levels not seen since prior to the recession.”

For consumers interested in finding insurance companies in their state with low consumer-complaint ratios, consumeraction.gov makes available a directory of state insurance department websites, many of which provide insurer complaint ratio data to consumers.

About John Pirro
John Pirro is a licensed fire and casualty insurance agent specializing in various aspects of the auto insurance industry. He worked in the auto body repair industry before taking a reporting position at Online Auto Insurance News.

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