Amica tops auto insurer customer satisfaction survey for 11th year in a row

LINCOLN – Amica Mutual Insurance Co. has ranked highest in customer satisfaction among auto insurers for the 11th consecutive year in a national survey conducted by market research firm J.D. Power and Associates.

The 2010 National Auto Insurance Study released Tuesday showed that consumers had grown more displeased overall with auto insurance companies than they were a year earlier, a finding that J.D. Power attributed to unhappiness with prices.

Twenty-two percent of those surveyed reported an increase in their insurance premiums, up from 17 percent a year earlier. In addition, six in 10 policyholders who have experienced a premium increase indicate they received no advance notice of the change from their insurers. The survey was conducted in February and March with 25,000 policyholders.

“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,” said Jeremy Bowler, senior director of the insurance practice at J.D. Power and Associates. “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.”

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Amica said it earned top scores in interaction, policy offerings, billing and payment, price and claims, scoring 849 out of 1,000 possible points in J.D. Power’s satisfaction index, down two points from a year ago.

The average score of all auto insurers was 777, down from 801 in 2009.

Rounding out the five highest-scoring companies were Erie Insurance Group of Erie, Pa.; Auto-Owners Insurance Co. of Lansing, Mich.; Shelter Insurance Cos. of Columbia, Mo.; and State Farm Mutual Automobile Insurance Co. of Bloomington, Ill.

“To receive this award for 11 years in a row is a tremendous honor,” said Robert A. DiMuccio, president, chairman and CEO of Amica. “It shows that our customers appreciate everything we do to provide them with exceptional customer service, each and every day.”

Amica Mutual Insurance Co., founded in Providence in 1907, is the nation’s oldest mutual insurer of automobiles. It and its wholly-owned subsidiaries – Amica Property & Casualty Insurance Co., Amica General Agency Inc., and Amica General Insurance Agency of California Inc. – are members of the Lincoln-based Amica family of companies, along with Amica Life Insurance Co. and regional property insurer Amica Lloyd’s of Texas. Additional information is available at www.amica.com.

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