COSTA MESA, Calif., June 13, 2019 /PRNewswire/ -- The last decade of seemingly non-stop direct-to-consumer advertising and heavy investment into digital self-service technologies have driven roughly one-fourth of auto insurance customers to adopt direct distribution models that bypass agents in favor of do-it-yourself tools. According to the J.D. Power 2019 U.S. Auto Insurance Study,SM that transition has helped overall customer satisfaction with auto insurance providers reach its highest level ever.
"Auto insurance customers have more access, control and visibility into the details of their policies, and that is translating into record high levels of customer satisfaction," said Robert Lajdziak, Senior Consultant for Insurance Intelligence at J.D. Power. "As customers take greater control of their auto policies, it's also becoming more important for insurers to offer superior digital experiences and easy access to account management features such as bill pay, policy information and an integrated experience for customers who bundle multiple policies."
Following are some of the key findings of the 2019 study:
"One of the reasons direct models are posting higher satisfaction scores is because the customer experience is centralized in the organization and therefore more consistently executed," Lajdziak said.
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: Westfield
Southeast: Farm Bureau Insurance—Tennessee
Southwest: The Hartford
Texas: Texas Farm Bureau
See the rank charts for each region at http://www.jdpower.com/pr-id/2019085.
The 2019 U.S. Auto Insurance Study, now in its 20th year, 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 42,759 auto insurance customers and was fielded from February through April 2019.
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 has offices serving North America, South America, Asia Pacific and Europe.
About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info
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SOURCE J.D. Power