Rating the Customer Service of Car Insurance Companies

Car insurance customer service ratings help you find trustworthy insurers that fit your needs. Organizations like JD Power conduct car insurance customer 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 University as well as technical and professional communication at East Carolina University. Zaneta has prepared technical p...

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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. He has also previously served as the founder and resident CFP® of a national insurance agency, Real Time Health Quotes. He has an MBA from the University of South Florida. Jo...

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Reviewed by Joel Ohman
Founder & CFP®

UPDATED: Jan 21, 2021

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Here's what you need to know...

  • When you’re looking into purchasing car insurance, customer service should play a significant role in your decision.
  • There are several websites that offer information on customer satisfaction.
  • Asking friends and family is a good way to get an idea of how a company treats its customers.
  • Along with customer service, policy provisions, payment options, and pricing are important factors to consider.

When you are thinking about how to rate insurance customer service, there are several aspects to consider. You will want to think about:

  • policy provisions
  • payment options
  • pricing

Customers also need to consider how easy it is to contact the insurance company when they have questions or concerns.

Check out some tips for rating auto insurance company customer service below and then be sure that you enter your ZIP code into the FREE quote finder at the top of this page for an online car insurance quote comparison!

Affordable Policy Provisions

When customers are looking for insurance coverage, they need to consider the policy provisions that the company is offering.

The goal is to get a high level of protection at an affordable price.

While all insurance policies have exclusions, you will want to find a policy that will cover you for the things that are most important to you.

A customer who is buying a new insurance policy will have a certain amount of time to review the document. If you find that you aren’t happy with the policy provisions or it isn’t what you thought you were buying, you can cancel your policy.

A good insurance company will offer insurance products that don’t have a lot of exclusions attached to them.

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Enter your ZIP code below to view companies that have cheap car insurance rates.

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Free Car Insurance Comparison

Enter your ZIP code below to view companies that have cheap car insurance rates.

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Payment Options and Pricing

Another thing to consider when you are trying to rate car insurance customer service is the payment options the company is offering. Some people would find it challenging, if not impossible, to find the money to pay for car insurance coverage for six or 12 months.

For a customer who needs a more convenient payment schedule, a company that will allow monthly payments will be a more attractive choice.

Pricing is another point that factors in when a consumer is trying to rate a car insurance company. Each car insurance provider sets its rates for premiums.

Pricing can vary greatly among companies offering a similar level of coverage to their customers, which is why prospective car insurance buyers should shop around to get the best possible rates for their coverage.

Easy to Contact

Customer Service.

When rating car insurance companies, policy provisions and pricing are important considerations.How the company treats its customers who have a policy in place is also an important consideration.

Buying a cheap car insurance policy doesn’t seem like such a good deal if the company’s hard to reach when you have a question or it’s difficult to get a claim resolved relatively quickly.

Ideally, you want to have your car insurance with a company that offers multiple options for getting in touch with a representative.

Many companies have a toll-free number for general customer service, as well as a dedicated phone line for customers to report claims.

Some customers prefer to contact their insurance company by other methods, and insurers have responded by offering a live chat option to website visitors.

This form of making contact may not be available on a 24-hour basis, but when it is offered it’s a good way to get an answer to a question quickly.

It shouldn’t be a long, drawn-out process for a car insurance policyholder to report a claim and have it dealt with.

When rating car insurance companies, a consumer should ask a representative about the procedures the company has in place for resolving claims and for an estimate of the time it takes to resolve one.

This information is crucial when deciding whether a particular insurer is offering a high quality of service to its customers.

To get an overall view of how well car insurance companies treat their customers, visit a site like the J.D. Power website. It provides visitors with the results of the National Auto Insurance Study, which offers at-a-glance ratings for car companies.

Use it to get an overall impression of a car insurance company, but keep in mind that the final decision about which car insurance company is right for you is yours alone.

Only you know which criteria are most important when you are shopping for car insurance.

Some consumers are willing to choose a company that offers lower rates in return for longer wait times to contact a company representative or a longer process when making a claim.

For other consumers, being able to get questions, concerns, or claims resolved quickly is all important, and they don’t mind paying more to get this level of attention.

Are there any organizations that rate customer service?

There are some professional organizations who rate insurance companies based on customer satisfaction. One of the most well-known examples is JD Power.

It is an internationally-known marketing firm specializing in producing customer satisfaction reports for all different types of industries. Its surveys for car insurance companies are well-respected for their accuracy.

JD Power’s 2015 Insurance Shopping Study ranked Erie Insurance number one with Ameriprise following closely.

Another of their studies focused on claims satisfaction. This is an area to give special attention as it is the reason you purchase insurance.

Of the more than two dozen insurance companies that made the list, only a small handful scored overall ratings of four or better. Those are the types of companies that you want to do business with if you are concerned about customer service.

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Are insurance review websites an accurate representation of customer service?


Another option for learning about an insurance company’s customer satisfaction ratings is to visit one of the hundreds of websites allowing customers to post reviews. There you’ll find an unlimited supply of anecdotal evidence from both happy and unhappy customers alike.

But keep in mind most of what you read are the horror stories from those who are dissatisfied. That’s because unhappy customers are more motivated to log on and leave a comment than happy ones.

Also, keep in mind that if a given insurance company has 100 negative reviews, that number may seem large when compared to other companies listed on the site.

When compared to the total number of subscribers that have policies through that company, though, 100 negative reviews may be paltry. Therefore, you should always take what you read on such review sites with a grain of salt.

You should also research the company’s total number of customers, their financial ratings from companies like A.M. Best, and the previously mentioned studies from companies like JD Power.

Where else can I get good information on customer service?

After you’ve done your online research, another great place for customer service information is your family members and friends.

Nothing speaks better, or worse for that matter, about an insurance company than the opinions of those whom you trust.

Ask them about:

  • their overall experience
  • the price of their insurance
  • what sort of claims experience they’ve had

You’ll get a fairly good idea of an insurance company’s customer service reputation this way.

Finally, one last resource for this kind of information is your local independent insurance agent. Independent agents typically represent multiple companies across all of their insurance lines, thereby giving them the ability to offer you the best policies at best prices.

Any agent worth his salt should also be able to provide the statistical data regarding customer satisfaction surveys. Take this data and research it online to verify that it’s authentic.

At the end of the day, you will need to find that balance between car insurance cost and customer service. You need to find an insurance company whose policy you can afford and who will respond to your needs as a subscriber.

This is often a difficult task that is only mastered after a little bit of practice.

If your first choice turns out to be a bad one, you can always get a policy with a new company when it comes time to renew. Just keep searching until you find that car insurance provider that is perfectly suited to your needs.

Get Rates from Many Companies

If you have gone through your personal process to rate car insurance customer service and your current provider has come up short, it’s probably time to find a new one.

Why don’t you start by clicking on the FREE insurance tool on the bottom of this page?

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