Amica tops Consumer Reports list

LINCOLN – Amica Insurance has come out on top in a survey of customers conducted by Consumer Reports on homeowner insurance.
The Lincoln-based insurer ranked first in the survey, scoring a customer satisfaction rate of 90 percent, the magazine said. The vast majority of respondents said they were “completely satisfied” or “very satisfied” with the service they had received from Amica.
In a statement, the company said it has ranked first in customer satisfaction all six times Consumer Reports has conducted the survey for homeowners insurance, dating back to 1985.
“At Amica our customers’ needs take top priority,” said Robert A. DiMuccio, chairman, president and CEO of Amica Mutual Insurance Co. “Our employees work hard every day to make sure Amica customers receive the best service possible, and it is gratifying to see that our customers recognize and appreciate our efforts.”
Consumer Reports said its survey also found claims problems with some large insurers. Thirty-five percent of Allstate Insurance Group clients reported having problems with that carrier, the nation’s second-largest, the magazine said. That contrasts with 14 percent who reported problems with highly rated Amica. Allstate and Travelers Insurance Cos., another large insurance group, were also among the lowest-rated firms.
Delayed payments are common, the magazine said. Twenty-one percent of respondents said they faced delays having claims paid. Amica and USAA got better marks in the survey than most.
The Consumer Reports National Research Center surveyed readers about their experience with homeowners insurance claims in the last few years. Insurance companies were rated on respondents’ reports of overall satisfaction and claims of reported problems, including dissatisfaction with claim pay out amounts, and payment delays.
Consumer Reports’ survey did find some good news, especially for people with decent credit and claims history. Lots of consumers are finding lower prices. More than half (53 percent) of the respondents who switched companies in the past few years said they had found a better premium with their new carrier.
And respondents were reasonably content. Overall, 73 percent were highly satisfied with their current carrier. That compares with a satisfaction rate of 77 percent in 2003, the last time Consumer Reports published ratings of homeowners insurance. Only 5 percent indicated their claims were rejected, and 11 percent said they received too little payment for their claims. The remaining 84 percent said they got what they expected with the settlement of their claims.
Amica Mutual Insurance Co., founded in 1907, offers automobile, homeowners, marine, and personal umbrella liability insurance plus life coverage through Amica Life Insurance Co., a wholly-owned subsidiary. The company employs more than 3,000 people nationwide in 40 offices, including its Rhode Island headquarters at 100 Amica Way, Lincoln. Additional information is available at www.amica.com.