JD Power.com Ranks Amica Mutual as Highest Auto Insurance ratings for 12th Straight Year.
Consumer ratings agency credits JC Power for maintaining its high auto insurance ratings by providing policyholders with the best pricing without sacrificing customer services.
In 2010, Amica Auto Insurance Company was recognized as having the highest customer satisfaction ranking among its peers by JD Power, a national auto insurance ratings agency. Overall customer satisfaction among auto insurance consumers earned Amica these high auto insurance ratings. The five standards that determine the auto insurance ratings are: pricing, ease of claims services, ease of billing and payment services, and customer interaction. Amica’s high auto insurance rating is attributable to its growth in customer satisfaction among customers with only an auto insurance policy from the company while receiving their home owners policy from another provider. Since 2010, customer satisfaction among this group has increased 26 points earning it the highest auto insurance ratings in the industry.
What distinguishes this achievement among other auto insurance ratings is that it represents the highest insurance rating among customers who don’t bundle their auto in insurance with their home insurance policies. Customer satisfaction is rated higher amongst those customers with unbundled policies than those who hold bundled home/auto insurance policies, which is a first for Amica. According to industry statistics, only 58% of customer bundle their auto insurance with their homeowner insurance policies. For twelve consecutive years and with a total score of 843, Amica Mutual holds the highest auto insurance ratings among all auto insurance ratings. Erie Insurance places second with a score of 825 and Shelter places third with a score of 816, according to the auto insurance ratings.
Since the 2008 results, the over-all satisfaction for auto insurance ratings for the entire industry has increased by 13 points, averaging a score of 790. Although ratings improved in all five areas, higher auto insurance ratings in billing and payment services and in customer/company interaction has attributed greatly to the industry wide increase in auto insurance ratings.
JC powers reports that a big contributing factor to higher auto insurance ratings was driven by improved customer satisfaction their online experiences. When surveyed, 80% of consumers stated that the ability to complete transactions entirely online earned the high auto insurance ratings. Emerging technologies appear to be a major contributing factor to improved customer satisfaction overall.
The technology used to interact with the insurance company has been an interesting aspect to how auto insurance ratings were scored by consumers. Customers tend to employ the call center for future communications when the insurance company is contacted through the call center direct, rather than online. However, those consumers who offered the highest scores in customer satisfaction still relied on the insurance company’s web site for their customer/company interaction needs. Those who were able to complete their transactions over the Internet garnered the companies with the highest auto insurance ratings scores.
