Here’s some good news about car insurance for a change: Folks are more pleased with their insurers than ever.



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Overall customer satisfaction with U.S. auto insurance companies has reached a record high: a score of 835 on a 1,000-point scale, according to J.D. Power’s latest annual U.S. Auto Insurance Study, which is now in its 21st year.

J.D. Power attributes the record satisfaction score in large part to the growth of insurers’ digital channels, such as their websites. In fact, the 2020 study is the first in which company websites beat out insurance agents when it comes to customer satisfaction ratings for interaction.

As Robert Lajdziak, senior consultant for insurance intelligence at J.D. Power, puts it:

“We’ve seen this trend developing for several years, but this is the first time that the digital channel has become the preferred means of interacting with auto insurers, exceeding one-on-one communication with agents.”

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The best auto insurer in every region

J.D. Power’s 2020 study is based on a poll of more than 40,000 car insurance customers conducted in February and March. It evaluates five facets of customer satisfaction:

  • Billing process and policy information
  • Claims
  • Interaction
  • Policy offerings
  • Price

Related: 5 Monthly Bills You Can Easily Negotiate Down

The following insurers ranked highest in the 11 regions included in the study:

  • California: Wawanesa (which earned an overall customer satisfaction score of 853 out of 1,000)
  • Central: Auto-Owners Insurance (868)
  • Florida: Allstate (851)
  • Mid-Atlantic: State Farm (855)
  • New England: Amica Mutual (863)
  • New York: State Farm (851)
  • North Central: Geico (851)
  • Northwest: Geico (834)
  • Southeast: Farm Bureau Insurance — Tennessee (891)
  • Southwest: American Family (834)
  • Texas: Texas Farm Bureau (866)

It should be noted that USAA scored even higher in each of these regions, but J.D. Power excludes the insurer from its rankings because not everyone is eligible to join USAA. The company primarily serves military members and their families.

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Finding the right auto insurer for you

If you are unhappy with your car insurance company or rate, you have a great reason to shop around. Even if you’re happy with your insurer and rate but it’s been a few years since you compared rates, you stand to save money by doing so.

These days, you have two options for shopping around for car insurance: the old-school route of calling multiple insurers or filling out forms on their websites for quotes, or the new-school route of letting a third-party service like The Zebra or Gabi do the legwork for you.

If you like the idea of someone else doing the comparison shopping for you so that all you have to do is select the quote you want, you can learn more about:

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