Amica Secures Highest Rank in Credio's Car Insurance Satisfaction Survey

Amica Mutual Insurance Co. reported that it received the highest ranking in car insurance customer satisfaction, according to the 2015 Credio U.S. Car Insurance Satisfaction Report.

According to a release, the study measures customer satisfaction with car insurance policyholders by looking at several key factors, including: rate affordability; discount quality; claims process; coverage options; website and mobile app quality; and phone representative helpfulness. Overall, customer satisfaction is high among car insurance policyholders, with an average score of 8.2 out of 10.

Amica, a mutual insurer of automobiles, said it received an average satisfaction score of 8.26 out of 10 across all categories, including a customer service satisfaction score of 9.07, a claims process satisfaction score of 9.21, and a coverage options satisfaction score of 8.71.

Amica noted its high customer service satisfaction score follows a strong year for the 108-year-old company -- the company reported a 3.3 percent growth rate and increase in net income at its annual meeting on Feb. 12.

"Throughout the survey, we saw customers noting the importance of customer service, especially as it related to filing claims," said Will Evans, head of product at Credio. "Amica is well known for its commitment to customer service, so we weren't surprised to see their high ranking across the board after conducting our satisfaction survey."

Among the key findings:

-American Family and Progressive ranked second and third in overall customer satisfaction with scores of 7.92 and 7.42, respectively.

-While cost is important, 48 percent of policyholders claimed their primary reason for selecting an automobile insurance provider was a recommendation from family or friends, while 33 percent claimed receiving a favorable online quote was the main factor.

-Mobile applications and websites received the lowest satisfaction scores for all automobile insurance providers, suggesting providers should focus on improving their company's technology offerings for policyholders. The average satisfaction score for mobile applications was 6.2 out of 10, while websites fared slightly better at 7.2 out of 10.

-When asked about a policyholder's likelihood to switch providers, respondents gave an average score of 3.6 out of 10, with 1 being "extremely unlikely to switch."

The 2015 Credio U.S. Car Insurance Satisfaction Survey includes responses from more than 1,800 car insurance policyholders, and was fielded in January 2015.

Credio.com is a personal finance website

Full report:

http://car-insurance.credio.com/stories/3761/2015-u-s-car- insurance-satisfaction-report

More information and complete results:

www.credio.com

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