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Amica Mutual earns top honors in J.D. Power home insurance study

John Egan

For the 11th year in a row, Amica Mutual took the crown in J.D. Power and Associates’ study of customer satisfaction with homeowner’s insurance companies.

On 1,000-point satisfaction scale, Amica scored 859 in J.D. Power’s 2012 U.S. National Homeowners Insurance Study. Overall satisfaction with homeowner’s insurance companies averaged 785 in 2012, the highest level in the study’s history, and jumped by 16 points from 2011.

The study, which is in its 12th year, measures customer satisfaction in five areas:

  • Billing and payments.
  • Claims.
  • Interaction.
  • Policy offerings.
  • Price.

Satisfaction was higher in all five areas in 2012 compared with last year, with the greatest gains in policy offerings up 35 points) and billing and payments up 27 points).

Following Amica Mutual in the rankings were ASCC AAA), with a score of 824, and Erie Insurance, with a score of 822. USAA earned a score of 910; however, it wasn’t included in the rankings because it sells insurance only to military personnel, military retirees and their families.

At the bottom of the J.D. Power heap was Travelers, with a score of 752. It was preceded by Farmers 760) and MetLife 762).

Amica also ranked first in a Consumer Reports survey earlier this year of customer satisfaction with homeowner’s insurance companies.

When those survey results were published in August, Robert DiMuccio, chairman, president and CEO of Amica, said in a news release: “We’re thrilled to be rated tops in customer satisfaction again – especially given the barrage of weather-related catastrophes around the country last year. We had a record-breaking number of homeowners claims filed, but our employees went above and beyond to continue to provide the kind of exemplary customer service our customers expect – and deserve.”

DiMuccio added: “Our customers’ needs are our top priority. We’re here to serve them, and it’s gratifying to see that our customers appreciate the extra effort we put forward for them.”

J.D. Power says consumers who bundle their home and auto insurance coverage with the same company were much more satisfied than those who maintain that coverage with separate companies.

Jeremy Bowler, senior director of the insurance practice at J.D. Power, says in a news release: “Bundled policies not only may provide a reduced premium for customers, but may also be advantageous to both parties, as it allows customers to interact with a single insurer, potentially streamlining both billing and payment.”

Here are the nearly two dozen homeowner’s insurance companies that were included the J.D. Power study, along with their rankings on a 1,000-point scale.

Company Rank
Amica Mutual 859
Erie Insurance 822
American Family 815
Shelter 810
Cincinnati Insurance 806
State Farm 805
Nationwide 803
Auto-Owners 799
Country 794
Encompass 788
The Hartford 787
Safeco 786
Allstate 782
Mercury 779
AAA 771
The Hanover 769
Liberty Mutual 763
MetLife 762
Farmers 760
Travelers 752

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