The car insurance diligence voluntarily returned more than $ 18 billion in car policy premiums to customers in 2020 to address the acuate decline in miles drive during the COVID-19 pandemic. Despite the order of magnitude of this historic relief campaign, the J.D. Power 2021 U.S. Auto Insurance Study, SM released today, finds that overall customer satisfaction with car insurers is flat, following four consecutive years of improvement .
“ What we ’ ra eyesight in this year ’ sulfur survey is a case of insurers delivering with their actions but missing the score on effective communication to their customers, ” said Robert Lajdziak, senior consultant for insurance intelligence at J.D. Power. “ The refunds provided to customers during the pandemic were significant, representing closely 7 % of total diligence premiums, but only half of customers were even aware of them. Worse, when customers needed to communicate with their insurers, either via telephone, web site or chat, many came away feeling less satisfy with the result than in the by. ”
Following are some of the key findings of the 2021 study :

  • Overall satisfaction stagnates: Overall customer satisfaction with auto insurance providers is 835 (on a 1,000-point scale) this year, unchanged from a year ago. This is the first time since 2017 that auto insurance customer satisfaction has not improved year over year.
  • Insurers miss the mark in communication: While price is the lowest-scoring factor in the study, it has seen the greatest improvement year over year. This improvement is overshadowed by significant declines in satisfaction with interaction. Satisfaction with the assisted online channel, which is comprised of chat and e-mail functions, declines 12 points from a year ago, with decreases also seen in contact center (-5), website (-3) and local agent (-1).
  • Customer awareness of COVID-19 relief efforts boosts brand perception: As of March 2021, just 52% of auto insurance customers were aware of their insurer’s COVID-19 premium relief efforts. Overall brand impressions are significantly higher among customers who were aware of these relief efforts, which was also reflected in their intent to renew their policy.
  • Pandemic as catalyst to telematics growth: More than one-third (34%) of auto insurance customers say they are willing to try usage-based insurance (UBI), which uses telematics technology to track customer driving patterns and includes discounts based on safe driving and fewer miles driven. Currently, 16% of customers say they are already using the technology, which is double the volume seen just five years ago and is the largest year-over-year increase to date.
  • Ready to switch at hint of a premium increase: Nearly half (45%) of auto insurance customers say they would switch if they could receive a savings of $200 or less. Of those who recently switched due to a premium increase, 57% did so for increases of $200 or less.

The study measures customer satisfaction with car policy in 11 geographic regions. Highest-ranking car insurers and scores, by region, are as follows :

California : Wawanesa ( 853 ) ( for a second base consecutive year )
cardinal : Shelter ( 856 )
Florida : State Farm ( 848 )
middle atlantic : NJM Insurance Co. ( 867 )
New England : Amica Mutual ( 867 ) ( for a one-ninth consecutive year )
New York :  State Farm ( 859 ) ( for a second straight year )
north Central : Erie Insurance ( 857 )
Northwest : State Farm ( 844 )
southeasterly : Farm Bureau Insurance – Tennessee ( 883 ) ( for a 10th consecutive year )
Southwest : American Family ( 850 ) ( for a second consecutive class )
Texas : Texas Farm Bureau ( 850 ) ( for a 10th consecutive year )
The 2021 U.S. Auto Insurance Study, immediately in its 22nd year, examines customer gratification in five factors ( in alphabetic order ) : charge procedure and policy information ; claims ; interaction ; policy offerings ; and price. The report is based on responses from 38,938 car insurance customers and was fielded in February-March 2021 .
For more information about the U.S. Auto Insurance Study, visit hypertext transfer protocol : //

About J.D. Power
J.D. Power 
is a ball-shaped drawing card in consumer insights, advisory services and data and analytics. A initiate in the use of big data, artificial intelligence ( AI ) and algorithmic model capabilities to understand consumer behavior, J.D. Power has been delivering acute industry intelligence on customer interactions with brands and products for more than 50 years. The world ‘s lead businesses across major industries rely on J.D. Power to guide their customer-facing strategies .
J.D. Power is headquartered in Troy, Mich., and has offices in North America, Europe and Asia Pacific. To learn more about the company ’ mho occupation offerings, visit The J.D. Power car shopping tool can be found at

Media Relations Contacts
Geno Effler, J.D. Power ; West Coast ; 714-621-6224 ; [ email protected ]
John Roderick ; East Coast ; 631-584-2200 ; [ email protected ]
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