These are the top-rated auto insurance companies by region – J.D. Power


If you own a vehicle, you probably have auto insurance.

And if you have auto insurance, you may have strong feelings about the company that provides it.

Setting aside the claims made in insurers’ television commercials, J.D. Power surveyed 44,622 auto insurance customers to see what they think of their insurers based on five key factors – customer interaction, policy offerings, price, billing process and policy information.

What the consumer data and analytics firm found may not be what you expect.

“Despite steadily increasing premiums, auto insurance customers are more satisfied with their carriers than ever,” said J.D. Power in a press release announcing results of the 2018 Auto Insurance Study.

“Cost is not the sole indicator of customer satisfaction,” said Robert Lajdziak of J.D. Power. “Low prices may attract new customers, but it’s the service that keeps them. The auto insurers that increase customer satisfaction … make price just one part of the overall relationship.”

And the company that scored best isn’t even available to the vast majority of Americans.

USAA was scored by J.D. Power but not included in the 11 regional rankings, because it is available only to U.S. military personnel and their families.

If it had been, it would have beaten the competition in all 11 regions with scores ranging from 888 of 1,000 total points in Florida to 906 in the U.S. Central Region, which comprises Arkansas, Iowa, Kansas, Minnesota, Missouri, Nebraska, North Dakota, Oklahoma and South Dakota.

But that doesn’t mean the rest of us are left with poor choices.

Following are the 11 regions, with the best-rated insurance companies (besides USAA) and strongest runners-up, along with ratings on J.D. Power’s point scale and number of “Power Circles” they received:

California Region (17 companies)

Highest-rated: Ameriprise (862), which received five of five Power Circles.
Runners-up: Wawanesa (844), Auto Club of Southern California Insurance Group (840), The Hartford (835) and 21st Century (822), all of which received four of five Power Circle ratings.
Unranked: USAA scored 894 points and five Power Circles in this region.
Region average: 813/1,000

Central Region (14 companies)

Highest-rated: Shelter (855) with five Power Circles.
Runners-up: Auto-Owners Insurance (847), GEICO (838) and Auto Club of Southern California Insurance Group (833), all with four Power Circles.
Unranked: USAA scored 906 points and five Power Circles in this region.
Region average: 826/1,000

Florida Region (14 companies)

Highest-rated: MetLife (849) with five Power Circles.
Runners-up: Allstate (837) and GEICO (832) with four Power Circles.
Unranked: USAA scored 888 points and five Power Circles in this region.
Region average: 823/1,000

Mid-Atlantic Region (12 companies)

(Delaware, District of Columbia, Maryland, New Jersey, Pennsylvania, Virginia and West Virginia)
Highest-rated: Erie Insurance (854) with five Power Circles.
Runner-up: GEICO (848) with four Power Circles.
Unranked: USAA scored 896 points and five Power Circles in this region.
Region average: 838/1,000

New England Region (15 companies)

(Connecticut, Maine, Massachusetts, New Hampshire, Rhode Island and Vermont)
Highest-rated: Amica Mutual (879) with five Power Circles.
Runners-up: State Farm (838) and Allstate (834) with four Power Circles.
Unranked: USAA scored 893 points and five Power Circles in this region.
Region average: 821/1,000

New York Region (15 companies)

Highest-rated: New York Central Mutual (852) with five Power Circles.
Runner-up: MetLife (834) with four Power Circles.
Unranked: USAA scored 900 points and five Power Circles in this region.
Region average: 821/1,000

North Central Region (21 companies)

(Illinois, Indiana, Michigan, Ohio and Wisconsin)
Highest-rated: Auto-Owners Insurance (850) with five Power Circles.
Runners-up: COUNTRY Financial (849), Cincinnati Insurance (847) and Erie Insurance (845) with five Power Circles, and State Farm (840), The Hartford (838) and MI Farm Bureau (835) with four Circles.
Unranked: USAA scored 905 points and five Power Circles in this region.
Region average: 829/1,000

Northwest Region (11 companies)

(Idaho, Montana, Oregon, Washington and Wyoming)
Highest-rated: PEMCO Insurance (842) with five Power Circles.
Runners-up: The Hartford (832) and American Family (826) with four Power Circles.
Unranked: USAA scored 896 points and five Power Circles in this region.
Region average: 813/1,000

Southeast Region (15 companies)

(Alabama, Georgia, Kentucky, Louisiana, Mississippi, North Carolina, South Carolina and Tennessee)
Highest-rated: Farm Bureau Insurance-Tennessee (884) with five Power Circles.
Runner-up: Auto-Owners Insurance (842) with four Power Circles.
Unranked: USAA scored 894 points and five Power Circles in this region.
Region average: 832/1,000

Southwest Region (12 companies)

(Arizona, Colorado, Nevada, New Mexico and Utah)
Highest-rated: CSAA Insurance Group (839) with five Power Circles.
Runners-up: The Hartford (838) with five Power Circles and State Farm (829) with four Circles.
Unranked: USAA scored 887 points and five Power Circles in this region.
Region average: 819/1,000

Texas Region (10 companies)

Highest-rated: Texas Farm (861) with five Power Circles.
Runner-up: Allstate (835) with four Power Circles.
Unranked: USAA scored 899 points and five Power Circles in this region.
Region average: 827/1,000

Following are some other key findings of the 2018 study:

  • Record-high customer satisfaction breeds loyalty: Overall customer satisfaction with U.S. auto insurers improved in 2018 and is now at a record-high level of 826 (on a 1,000-point scale).
  • Insurers delivering strong customer experience: The biggest satisfaction gains occurred in billing process and policy information, policy offerings and price. Billing process and policy information gain is partly driven by increased satisfaction with electronic statements and monthly billing.
  • Preference for digital grows: Satisfaction tends to be highest when customers interact through a mix of online and offline communication. The preference for digital communication is greatest for verifying payment receipt, making payments, and ordering proof of insurance cards.
  • Transparency is key when premium increases are introduced: When there is an insurer-initiated premium increase, it is important to communicate that an increase is coming.
  • Usage-based insurance programs growing significantly: These leverage technology to set insurance premiums based on how far and how safely a customer drives. While the most common reason for participating in a usage-based program is to obtain a discount, speeding alerts, vehicle tracking and driver coaching are gaining importance.