According to a recent customer satisfaction survey conducted by independent analysts of the insurance industry, USAA, American General and Kaiser Permanente have earned the highest scores from those who purchase their products. Satisfaction overall with the industry went up with every type of company except auto insurers.

The survey involved more than 5,600 insurance customers nationwide and asked them to rate their satisfaction with their existing life, home, auto and health insurance policies and companies.

Among the customers for the various types of policies:

  • 80 percent of auto insurance customers said that they were somewhat or completely satisfied with the customer service of their company.
  • 76 percent of home insurance owners were completely or somewhat satisfied with their company’s customer service.
  • 71 percent of health insurance customers were completely satisfied or somewhat satisfied with customer service.
  • 67 percent of life insurance customers said customer service completely or somewhat satisfied them.

The survey asked customers to rate their companies on customer service, claims satisfaction, value for cost, plans to renew and recommending the company to friends or family.

For auto insurance, USAA, Erie Insurance and Auto-Owners Insurance had the highest satisfaction scores with 96 percent, 91.7 percent and 88.1 percent of customers satisfied, respectively.

Home insurance customers expressed satisfaction with USAA at 96 percent, Amica Mutual at 90.4 percent, and Country Insurance at 90.2 percent.

Life insurance companies ranked in customer satisfaction were American General at 83.2 percent, Jackson National at 80.6 percent and Allstate at 80.5 percent.

For health insurance, Kaiser Permanente ranked 83.6 percent in customer satisfaction, Blue Cross and Blue Shield of Illinois ranked 83.3 percent and Humana ranked 83.1 percent.

What Do Customer Satisfaction Rankings Mean For Those Who Are Injured in Personal Injury Accidents?

When dealing with insurance companies, personal injury victims may have a very good experience or a very poor one depending on how the insurance company handles claims. Insurance companies that try to deny just claims by those who are injured may tend to have lower customer satisfaction ratings than those that treat claims fairly.

A personal injury victim is usually making a claim against someone else’s insurance coverage, so it is important that victims and attorneys know the reputation of an at-fault party’s insurer in order to predict how easy or difficult it will be to deal with the company.

A personal injury attorney may represent a victim who is attempting to file a claim under an at-fault party’s home or auto insurance policy. A personal injury lawyer may attempt to negotiate with the insurance company’s representatives or may decide to file a lawsuit based on the facts of the case. Victims of personal injury accidents may be able to recover payments for medical expenses, lost wages from missed work and sums for pain, suffering and emotional trauma. Depending on the type of accident, an insurance company may be liable for several types of damages and may agree to settle the case for a given amount.