The best and worst homeowners insurance companies for claims

The 2024 J.D. Power U.S. Property Claims Satisfaction Study found that Amica is No. 1 for claims satisfaction in 2024. J.D. Power releases its claims satisfaction survey annually in February. For the claims survey, J.D. Power asked 6,019 homeowners insurance policyholders how they felt about recent claims experience in key areas, including the final settlement, interaction with representatives, and the estimate and repair process.

The survey found that customer satisfaction with home insurance companies was at a seven-year low last year. Severe weather events — costing $92.9 in damage across the country — resulted in slow repair times for policyholders, Garrett says in a press release. 

“Catastrophic weather events are straining an already fragile system still experiencing supply chain issues that affect the availability and cost of materials. Resources become strained for both insurers and the contractors doing the work. Unfortunately, it’s when claims last beyond three weeks that J.D. Power sees things decline,” he says.

Here are J.D. Power's homeowners insurance rankings on a 1,000-point scale.

J.D. Power property claims satisfaction ratings
Ranking Company Score out of 1000 
1  Amica906 
AIG 889 
Erie Insurance 888 
Farmers 883 
5 (tie) American Family 877 
5 (tie) Nationwide877 
Chubb876 
State Farm 873 
8 (tie) Auto-Owners Insurance 869 
8 (tie) Liberty Mutual 869 
8 (tie) Study Average 869 
Allstate 868 
10 (tie) Automobile Club of Southern California 864 
10 (tie) The Hartford 864 
11 CSAA Insurance Group 859 
12 (tie) ASI Progressive 851 
12 (tie) Safeco 851 
13 Travelers 845 
14 Homesite 820 

Ten-time award winner Amica came in first place this year, with AIG and Erie Insurance following. The report also pointed out that USAA received the second-highest score of (899), but wasn't included on the list because it only sells insurance to military personnel and their families.

The study found that overall satisfaction with claims has dropped from last year, with an overall rating of 869 out of 1000. That’s a decrease of five points from 874 in 2023. Claims took, on average, more than six days longer to complete repairs than in 2022, with an average time of 23.9 days. 

The 2024 study had several other important findings, including: 

  • While customers who use digital tools to submit a claim usually experience a smoother claims process, they don’t always experience higher satisfaction than other customers, as digital claims have been taking longer than expected. 
  • Cost is affecting overall satisfaction. Many customers are finding themselves paying rising premiums as well as a deductible when they file a claim, leading to lower customer satisfaction.
  • Higher customer satisfaction occurs when there is consistency in service. Customer satisfaction dropped by 200 points among the 27% of people who didn’t experience this from their insurer.

The best and worst homeowners insurance companies for overall satisfaction

The 2023 J.D. Power U.S. Home Insurance Study found that overall satisfaction with home insurance hasn't changed much in the past year. The study found that people who have been with their insurance company for at least eight years are more satisfied. Home insurance satisfaction is affected by rate increases and the ongoing home insurance crisis in states like Florida and California, where companies are leaving the market.

“We’ve all seen the headlines about insurers leaving states like California and Florida where catastrophic weather claims have been at an all-time high, but this pattern is playing out nationwide, affecting thousands of homeowners in every state,” Breanne Armstrong, director of insurance intelligence at J.D. Power says in a press release.

The larger overall home insurance study surveyed 11,221 homeowners on five factors: interaction, policy offerings, price, billing process and policy information, and claims.

Amica, which has led the pack in this study for over a decade, was pushed into second place by Erie, which bumped Amica out of the top spot for claims in 2023 as well.

Below is a list of J.D. Power's best insurance companies for overall satisfaction. 

J.D. Power overall home insurance satisfaction ratings
RankingCompanyScore out of 1000
Erie856
2Amica844
3Auto-Owners834
4AIG 831
5State Farm829
6COUNTRY Financial819
7American Family813
8Nationwide812
9CSAA Insurance Group (AAA)811
10Automobile Club of Southern California (AAA)810
11Allstate809
11 (tie)Safeco809
12Automobile Club Group808
13The Hartford807
14Chubb801
15Farmers800
16National General

793

17Progressive

791

18Travelers

790

19Liberty Mutual

789

20Homesite

782

Many top companies from last year, like American Family and The Hartford, dropped significantly. Meanwhile, Auto-Owners climbed from the eighth spot up to the third spot. USAA, which was not ranked due to its eligibility requirements, scored 894.

A few other findings of the home insurance study include:

How to file a homeowners insurance claim

The Insurance Information Institute (III) suggests taking these steps when filing a homeowners insurance claim:

  • Report any burglary or theft to the police.
  • Contact your agent or company immediately. Insurance policies place a time limit on filing claims. Ask questions. Am I covered? Does my claim exceed my deductible? How long will it take to process my claim? Will I need to obtain estimates for repairs to structural damage?
  • Follow up the initial contact with an explanation of what happened in writing, at your agent's or company's request.
  • Make temporary repairs and take other steps to protect your property from further damage. Save receipts for your spending and submit them to your insurer for reimbursement.
  • Prepare a list of lost or damaged articles. Save receipts from any additional living expenses you incur if your home is so severely damaged that you must find other accommodations while repairs are being made.
  • Provide needed information to the insurance representative assigned to handle your claim.

Home insurance FAQs

Which insurance company is best at paying claims?

According to J.D. Power's property claims satisfaction study, Erie Insurance is rated as the best insurance company for paying claims. It is closely followed by Amica and Nationwide, highlighting their commitment to customer satisfaction when handling claims. This evaluation considers several factors, including the ease of filing claims, the fairness of claim amounts, and overall customer satisfaction.

Which home insurance company has the highest customer satisfaction? 

Based on J.D. Power's home insurance ratings, Erie Insurance is the best home insurance company for customer satisfaction. It has the highest score, 856 out of 100, followed by Amica and Auto-Owners.

Which home insurance company has the most complaints? 

Complaints are measured by many different sources, including the National Association of Insurance Commissioners and state insurance departments. The number of complaints for any given company varies depending on location, which subsidiary company operates in that location and even over time. It's therefore difficult to name one company as having the most complaints.