There’s a great line in the 1972 thriller movie “Deliverance” in which Burt Reynolds tells Jon Voight, “I don’t believe in insurance. There’s no risk.”
Most of us don’t want to go that route — we don’t want the risk, making insurance among the biggest industries in the world. Just look at the Forbes Global 2000 list of the world’s biggest companies.
In 2022, there were 105 insurers on the list, with a “combined market value of almost $1.6 trillion and assets amounting to more than $11.2 trillion,” according to Insurance Business magazine.
To stay competitive, great customer service is paramount. In its latest annual U.S. Home Insurance Study, consumer data and analytics leader J.D. Power used responses from more than 11,000 people to measure customer satisfaction with home insurers based on these factors:
- policy offerings
- billing process and policy information
With many insurance companies pulling out of disaster-prone areas like Florida or ceasing to offer property and casualty insurance elsewhere in the U.S., the relationship between insurers and customers is getting strained like never before.
J.D. Power found that the average overall customer satisfaction stayed the same in 2023 as it was in 2022 — 819 points — with policy rate increases dampening satisfaction.
Following is a look at the companies that met or exceeded that benchmark of 819, despite the myriad changes taking place in the delicate relationship between insurers and the insured.
6. Country Financial
This insurance company’s overall customer satisfaction score: 819 out of 1,000 possible points
NerdWallet rated this Bloomington, Illinois-based company founded in 1925 as one of the best car insurers for 2023. Country Financial won the category of “Best for Having Few Customer Complaints.”
5. State Farm
This insurance company’s overall customer satisfaction score: 829 out of 1,000 possible points
In May 2023, State Farm, also based in Bloomington, Illinois, announced that it would no longer accept new homeowners insurance applications from residents and businesses in California.
The company cited “historic increases in construction costs outpacing inflation, rapidly growing catastrophe exposure, and a challenging reinsurance market” for it decision. State Farm is the largest property and casualty insurer in the United States, with a market share of more than 9%.
This insurance company’s overall customer satisfaction score: 831 out of 1,000 possible points
American International Group (AIG) was the 10th-largest insurance company in the world in 2022, with revenues of $52 billion, a net profit of $9.4 billion and assets of $521.8 billion.
With all that money, AIG can probably afford to stop offering homeowners policies to hundreds of ZIP codes in New York, Delaware, Florida, Montana, Colorado, Idaho and Wyoming because of high risk of floods and wildfires.
3. Auto-Owners Insurance
This insurance company’s overall customer satisfaction score: 834 out of 1,000 possible points
Forbes rated this company based in Lansing, Michigan, as one of the best insurance companies as of September 2023, specifically for having the “best cost for drivers who have caused an accident.” The company “shines with its optional coverage options, its claims process, low level of complaints and competitive pricing,” Forbes noted.
This insurance company’s overall customer satisfaction score: 844 out of 1,000 possible points
In May 2023 this company, founded in 1907 and based in Rhode Island, announced it was teaming with Sunnova Energy International to offer its customers access to solar, battery storage and other innovative clean energy technologies. In exchange, Sunnova’s customers would be able to take advantage of Amica’s insurance products.
Forbes also named Amica one of America’s best insurance companies for 2023.
1. Erie Insurance
This insurance company’s overall customer satisfaction score: 856 out of 1,000 possible points
Erie ranked in the top 2% of Forbes’ best insurance companies for 2022 after an evaluation of nearly 4,200 insurance companies.
CNBC also rated the company, which started in 1925, best for customer satisfaction.