COSTA MESA, Calif., June 14, 2018 /PRNewswire/ -- Despite steadily increasing premiums, auto insurance customers are more satisfied with their carriers than ever. The reason? According to the J.D. Power 2018 U.S. Auto Insurance Study,SM released today, insurers are beginning to get the customer interaction formula right, offering a mix of digital and live interactions that keep customers engaged with their brands across all channels.
"Cost is not the sole indicator of customer satisfaction in the auto insurance industry," said Robert Lajdziak, Insurance Practice Business Consultant at J.D. Power. "Low prices may attract new customers, but it's service that keeps them. The auto insurers that increase customer satisfaction across all facets of the customer experience make price just one part of the overall relationship."
More frequent use of digital interaction channels—particularly for monthly billing—also has played a major role in driving higher levels of satisfaction. "Customer satisfaction is at its highest when customers take care of transactions themselves and save the high-value interactions for live channels," Lajdziak said. "However, the increasing demand and use of digital self-service options is putting pressure on agents to evolve their value proposition to offer more products and services to help customers with complex needs and risks."
Following are some of the key findings of the 2018 study:
Following are the highest-ranked auto insurance brands by region:
Mid-Atlantic: Erie Insurance
New England: Amica Mutual
New York: New York Central Mutual
North Central: Auto-Owners Insurance
Southeast: Farm Bureau Insurance—Tennessee
Southwest: CSAA Insurance Group
Texas: Texas Farm Bureau
All regional rankings are available online at http://www.jdpower.com/pr-id/2018084.
The 2018 U.S. Auto Insurance Study examines customer satisfaction in five factors (in order of importance): interaction; policy offerings; price; billing process and policy information; and claims. The study is based on responses from 44,622 auto insurance customers and was fielded from February-April 2018.
For more information about the U.S. Auto Insurance Study, visit
J.D. Poweris a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.
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1 J.D. Power 2018 U.S. Insurance Shopping StudySM
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SOURCE J.D. Power