Car Insurance Customer Service Test

Car insurance customer service is vital for getting help and filing claims. Compare multiple companies online by their customer reviews and service ratings.

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Zaneta Wood, Ed.S. has over 15 years of experience in research and technical writing bringing a keen understanding of data analysis and information synthesis to reach a wide variety of audiences. She studied adult education and instructional technology at Appalachian State...

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Joel Ohman is the CEO of a private equity backed digital media company. He is a CERTIFIED FINANCIAL PLANNER™, author, angel investor, and serial entrepreneur who loves creating new things, whether books or businesses...

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Reviewed byJoel Ohman
Founder, CFP®https://res.cloudinary.com/quotellc/image/upload/insurance-site-images/ciccom-live/41b5e36b-joel-ohman.jpg

UPDATED: Jun 25, 2020

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It’s all about you. We want to help you make the right coverage choices.

Advertiser Disclosure: We strive to help you make confident insurance decisions. Comparison shopping should be easy. We partner with top insurance providers. This doesn't influence our content. Our opinions are our own.

Editorial Guidelines: We are a free online resource for anyone interested in learning more about auto insurance. Our goal is to be an objective, third-party resource for everything auto insurance related. We update our site regularly, and all content is reviewed by auto insurance experts.

Here's what you need to know...

  • Top car insurance companies all have slogans that are created to make you feel secure.
  • Sometimes slogans are misleading, and a company’s customer service is not up to par.
  • Ignorance is a good strategy to ensure you get connected with a human when calling your insurance company.

When time is critical and you need some human support from your auto insurance company, how fast can you actually get to a live operator?

Sure, all of the top car insurance companies offer marketing campaigns to show how much they care, but when you’ve just been in an accident, how difficult is it to get to someone who really does care?

To find out, we called the top car insurers to see just how long it took us to talk to a real live human being.

Check out the results of our car insurance company customer service test and enter your zip code into the free car insurance quote tool on the top of the page!

State Farm Customer Service Test

They say that like a good neighbor, State Farm is there. The last time we called our neighbor, however, we weren’t confronted with a plethora of insurance salespeople. Maybe we’re just living next to the wrong neighbors.

Unlike other insurance companies, State Farm expects you to contact your “neighbor,” the actual insurance agent who sold you your policy. You are then connected to State Farm’s Good Neighbor service, which is available for a car insurance claim 24/7.

  • Sequence – Find agent phone number -> Talk to real live person during business hours -> 24/7 support when office is closed
  • Time to Operator  Varies depending on the agent. Our call took one minute and thirteen seconds.
  • Complexity Factor – Medium. What’s my agent’s phone number? What’s my agent’s name? Why doesn’t State Farm have a central number for me to call? Why do you have to answer these questions before you can get help?

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Free Car Insurance Comparison

Enter your zip code below to view companies that have cheap auto insurance rates.

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Allstate Customer Service Test

You’re in good hands with Allstate … just not real hands. They’re actually fictional blue hands that appear to be asking you for money as they are outstretched and cupped for coinage.

With this in mind, we called the easy-to-remember 1-800-ALLSTATE number to find out just what type of hands we’re dealing with here.

When called, we were confronted with the option for Spanish several times, which might make the whole process faster if we were bilingual. To talk to a person, all we had to do was consistently press 1.

  • Sequence – Call 1-800-ALLSTATE -> Press 1 for claims ->Press 1 for a new claim -> Press 1 for personal auto claims -> Person
  • Time to Operator – 57 seconds.
  • Complexity Factor – Low. Just dial 1-800-ALLSTATE and press 111.

Progressive Customer Service Test

You would think that a company with a name like Progressive would utilize advanced technology. Maybe having this name is actually a curse, because we’re not sure if insurance is actually “progressing” toward anything other than keeping us safe.

We called 1-800-PROGRESSIVE to see how hard it is to talk to a human being about the progress of filing an accident claim. Bottom line: too many decisions need to be made on the customer’s part to make this easy.

  • Sequence – Call 1-800-PROGRESSIVE -> Press 1 for claim -> Enter claim number (??) or press 0 -> Press 1 to report an accident -> Nice little marketing fluff about doing all of this online -> If there is glass damage only press 1 or full-blown accident press 2 -> Person
  • Time to Operator – 1 minute 21 seconds.
  • Complexity Factor – Medium. We need a claim number? We need to decide stuff? Plus, if we’re already on the phone, how does it help to tell us we could do this online?

Travelers Customer Service Test

As travelers, we can identify with Travelers Insurance. When you’re on the road, of course, you’d expect for Travelers to make it easy to contact someone when you have a problem.

We call 1-800-252-4633. We like this already because the claims department has their own phone number. One problem: they want you to belt out your car insurance claim number to a robot, which probably has a 50% chance of understanding you because it’s not a human.

  • Sequence – Call 1-800-252-4633 -> Press 1 for new claim -> Say “Auto” for car claims -> Decide whether or not you’re limited to glass damage -> Try to attempt to say your claim number (??) or say you don’t have it -> Person
  • Time to Operator – 1 minute 29 seconds.
  • Complexity Factor – Medium. Too many decisions. The claims-specific number is a bonus, although attempting to tell a robot your claim number is borderline ridiculous.

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Cheating: How to Get to a Person Fast

The best way to get to a person for your car insurance claim? Act like you don’t know anything and simply stay on the line.

Making any sort of decision on these hotlines will mean that you’re going to have to make more before you get to a person. That’s the fastest way to get around these mazes that the car insurers put up for you to go around. Good luck!

Enter your zip code in our FREE car insurance comparison tool to see how much you might be able to save!

References:

  1. https://www.statefarm.com/
  2. https://www.allstate.com/
  3. https://www.progressive.com/
  4. https://www.travelers.com/

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