The J.D. Power 2021 U.S. Auto Insurance Study is out, and the message is clear—
car insurancecompanies have to do more to satisfy their customers.
Despite many insurers offering refunds and discounts over the course of the last 12 months, overall satisfaction with car insurance providers has remained flat since last year’s study.
In gathering data, J.D. Power polled 38,938 drivers to analyze their satisfaction in five key areas of insurance: price, policy offerings, interactions, the
claims process, and billing.
Communication is key, usage-based insurance on the rise
As reported by
Newsweek, this is the first time since 2017 that car insurance customer satisfaction has not improved year over year. One of the biggest customer pain points is regarding communication, where satisfaction has dropped significantly since 2020.
Submitting an auto insurance claim is often a stressful and confusing time, and insurers should do more to keep customers updated regarding the status of their claim.
Increasing premiums are also hurting customer satisfaction, with 45% of respondents saying they would switch insurers to save $300 or less.
One way car insurance companies can improve their scores is to improve their product offerings. Interestingly, one third of respondents said they would be willing to try telematics, or usage-based insurance to get
cheap car insurance.
Currently, 16% of customers are using the tech (double the number from five years ago), but it’s not offered by all insurance providers yet.
The best car insurance company in your area
Based on the results of the study, J.D. Power named the best car insurance companies in 11 geographic regions, and there are plenty of repeat winners:
- Southeast: Farm Bureau Insurance - Tennessee (tenth year in a row)
- Texas: Texas Farm Bureau (tenth year in a row)
- New England: Amica Mutual (ninth year in a row)
- California: Wawanesa (second year in a row)
- Southwest: American Family (second year in a row)
- New York: State Farm (second year in a row)
- Northwest: State Farm
- North Central: Erie Insurance
- Central: Shelter
- Florida: State Farm
- Mid-Atlantic: NJM Insurance Co.
Find the best car insurance with Jerry
If you are looking to
switch car insurance providers, you might be tempted to find your region on the list above, and contact the corresponding company. After all, they all scored well over the average for customer satisfaction in J.D. Power’s study.
However, car insurance is a complicated product, and nobody can claim to offer the best insurance without knowing more about your unique driving history. The only way to find the best car insurance, specific to your needs and budget, is to compare quotes from multiple providers.
Jerryhas made the process of comparison shopping easier than ever. Simply download the free app and compare quotes from up to 45 top car insurance providers in under a minute.