USAA tops all other insurers in terms of delivering the best customer experience, according to the 2018 Temkin Experience Ratings.

“Once again, USAA has set the standard for delivering excellent customer experience in the insurance industry,” Temkin Group managing partner Bruce Temkin said in prepared remarks.

USAA wasn’t tops overall, however. According to Temkin Group’s website, the New York-based supermarket chain Wegmans, credit unions and Subway earned the highest overall ratings, while Medicaid and Comcast received the lowest.

USAA led 15 insurance carriers included in this year’s Temkin rankings, earning a rating of 75 percent. Overall, however, it scored 65th among 318 companies from 20 industries included in the annual rating. State Farm was the second-highest insurer, winning a 72 percent rating and a rank of 109, Temkin said.

Overall, the insurance industry scored an average 67 percent rating, tying for 9th place out of 20 industries. The average rating of the industry dipped by 1.3 percent between 2017 and 2018, going from 68.5 percent to 67.2 percent. A score of 70 percent or above is considered good, while 80 percent or higher is termed as excellent. Anything below 60 percent ranks as poor.

Here are the top 10 insurer scores (including P/C and life insurers):

  • USAA – 75 percent
  • State Farm – 72 percent
  • MetLife – 70 percent
  • GEICO – 69 percent
  • 21st Century – 68 percent
  • Allstate – 68 percent
  • The Hartford – 67 percent
  • Progressive – 67 percent
  • AAA – 65 percent
  • American Family – 65 percent

The 2018 Temkin Experience Ratings have been publishing for eight years. Temkin’s process involves evaluating companies in industries including airlines, auto dealers, banks, credit card issuers, fast food chains, hotels, insurers, parcel delivery services, rental cars, retailers, streaming media, supermarket chains, TV/Internet service providers and wireless carriers. The ratings come from surveys of 10,000 U.S. consumers asking them to evaluate their recent experiences with companies in terms of success, effort and emotion.

Source: Temkin Group

Topics Carriers