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J.D. Power’s 2022 Property Claims study puts Amica Mutual, The Hartford, and Farmers in the top three slots for property claims satisfaction. AIG and Safeco are the bottom two companies in the research firm’s rankings.

J.D. Power asked 5,724 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.

Amica Mutual, which regularly tops J.D. Power’s rankings for homeowners insurance, took the top spot again this year, although it tied with The Hartford in the overall score. In general, Mark Garrett, director of insurance intelligence at J.D. Power, reports that home insurance companies struggled with claims satisfaction over the past year.

Read on to learn how the top insurance companies ranked and what affected claims satisfaction in 2022.

KEY TAKEAWAYS
  • Amica Mutual, The Hartford and Farmers top the list for consumer satisfaction with property claims, according to a 2022 study by J.D. Power.
  • AIG and Safeco are at the bottom for poor customer service during the claims process.
  • J.D. Power’s annual survey of more than 5,500 homeowners who filed home insurance claims in the past year found that insurance companies struggled due to supply chain and staffing issues.

The best and worst home insurance companies for claims

The 2022 J.D. Power U.S. Property Claims Satisfaction Study found that insurance companies had a hard time with customer satisfaction in the past year. That’s partly due to circumstances out of the companies’ control, Garrett says in a press release.

“Longer cycle times, material shortages and personnel availability put added pressure on insurers to keep customers informed and expectations managed,” he says.

Here are J.D. Power's homeowners insurance rankings, on a 1,000-point scale, with 871 being the industry average:

Home Insurance Company Claim Ratings
RankingCompanyScore out of 1000
1 (tie)Amica886
1 (tie)The Hartford886
2Farmers884
3Erie882
4Nationwide878
5 (tie)Liberty Mutual876
5 (tie)State Farm876
6Progressive874
7Allstate870
8American Family868
9Chubb862
10Homesite859
11AAA (Southern California)855
12Travelers852
13CSAA845
14AIG844
15Safeco841

Ten-time award winner Amica Mutual topped the list again for 2022, although The Hartford snuck up on the customer service powerhouse to tie. The report also pointed out that USAA received the highest score (893), 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 is down, with an overall rating of 871 out of 1000. That’s a five-year low for the study. Claims took, on average, 2.9 days longer to have repairs completed than the year before, with an average time of 17.8 days.

The 2022 study had several other important findings, including:

  • Use of mobile apps for claims filing has increased by 19 percentage points overall, and the digital channel of communication is now the most popular method for people to interact with their insurance company.
  • Customers who used digital processes throughout the entire claims process had their repairs started nine days earlier than those who didn’t use digital tools at all. However, only 11% of customers use digital tools through the process.
  • When customers are able to submit photos through digital means but an in-person inspection is still required, satisfaction scores are 47 points lower. Customers found a hybrid experience of digital and in-person or over the phone made the claims process slower and more complicated.

Tips for filing 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 the request of your agent or company.
  • Make temporary repairs and take other steps to protect your property from further damage. Save receipts for what you spend 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 have to find other accommodations while repairs are being made.
  • Provide needed information to the insurance representative assigned to handle your claim.

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