Allstate scored highest in J.D. Power’s annual customer satisfaction ranking for U.S. Small Commercial insurers.
The property/casualty insurer landed an 848 out of 1,000 points.
State Farm grabbed the number 2 spot, earning 846 points. Erie Insurance came in third, with an 845 score.
Coming in fourth place – Farmers, with 839. Chubb landed in 5th place with 838.
Travelers grabbed the number 6 slot, with an 831 score.
The top six all scored above the industry average of 829.
Nationwide is in 7th place, with 828, and The Hanover came in 8th, earning an 817 score. Liberty Mutual was number 9 at 811, and The Hartford rounded out the top 10 at 803.
Insurers were judged based (in order of importance), on customer interaction, policy offerings, price, billing and payment and claims. Results are based on responses from 1,994 small commercial insurance customers, and the study was conducted from March through June 2021.
J.D. Power said that customer satisfaction among small commercial clients declined 15 points in the past two years, down 7 from a year ago and 8 points from 2019 to 2020. Customer issues included frustration that it took “a great deal of effort” to interact with their agent, mixed messaging in communication and scrambling to get answers.
Source: J.D. Power