For the fifth year in a row, Amica Mutual has gotten the best ratings for overall auto insurance customer satisfaction in the J.D. Power and Associates 2004 National Auto Insurance Study, based on 13,944 survey responses from policyholders across the country.
Amica, which has offices in Lincoln, got five-star ratings across the board, for overall customer experience, policy options, pricing, customer service and claims handling. Erie Insurance Group and GEICO tied for second place, and Auto Club of Southern California and State Farm tied to round out the top five. USAA, an insurance provider open only to the U.S. military and therefore not included in the rankings, had the best customer satisfaction.
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The study also found a growing use of the Internet to shop for insurance and to get customer service. And it found customer loyalty at a four-year high in terms of customers’ intent to renew their policy with their current carrier. Despite this, nearly one-third of consumers, often spurred by a rate increase, said they had shopped for a new carrier in the last year, and more than half of them went on to switch companies.
