A new study by ValuePenguin discovered what Americans dislike about the top insurance companies in the country. The research found that customers were most likely to gripe about claims-related issues, but not always for the same reason.
The top 10 insurance companies are Allstate, Farmers, Chubb, GEICO, Liberty Mutual, Nationwide, Progressive, State Farm, USAA, and Travelers. All of these companies offer auto insurance alongside other type of insurance.
The study used data collected from the National Association of Insurance Commissioners (NAIC). These results are specific to the auto industry.
Allstate and GEICO customers were most irritated by delays while Farmers, Progressive, State Farm, and Travelers clients complained most about unsatisfactory settlements/offers.
Photo courtesy of ValuePenguin
About three-quarters of complaints directed at GEICO dealt with claims, typically with claims delays and unsatisfactory settlement offers.
Chubb customers were much less likely to complain about a claims issue. Only 43 percent of complaints made about that insurer involved claims. Instead, customers said they weren’t happy with the company’s sales and marketing process. “Misrepresentation” of coverage offerings was the single most common complaint among Chubb customers, and Chubb received more complaints regarding this issue than any other insurer ValuePenguin looked at.
Liberty Mutual was plagued by complaints over adjuster handling while the chief issue for Nationwide customers was the denial of a claim.
The NAIC’s Complaint Index compares the number of complaints an insurer has received with its size. When this criteria is taken into account, Nationwide has the fewest complaints among the top car insurance insurers. Liberty Mutual car insurance customers are 96 percent as likely to file a complaint as they would at another insurer. Though it sounds high, this still beats the national average.
Here are all the Auto Complaint Index ratings for the top insurers:
- Allstate – 0.6
- Chubb – 0.51
- Farmers – 0.86
- GEICO – 0.81
- Liberty Mutual – 0.96
- Nationwide – 0.43
- Progressive – 0.78
- State Farm – 0.69
- Travelers – 0.62
- USAA – 0.69