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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.

The overall home satisfaction survey also found Amica Mutual at the top of the list, followed by American Family and The Hartford. Farmers and Homesite landed in the bottom two.

For the claims survey, 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. 

The larger overall home insurance study surveyed 11,630 homeowners on five factors: interaction, policy offerings, price, billing process and policy information, and claims.

Amica Mutual, which regularly tops J.D. Power’s rankings for both homeowners insurance satisfaction overall and for claims, 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.

Overall satisfaction is also down, especially among those that bundle their insurance.

Read on to learn how the top insurance companies ranked and what affected claims and overall 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.
  • Amica Mutual, American Family, and The Hartford took the top three spots for overall home insurance satisfaction in J.D. Power's 2022 survey.
  • Farmers and Homesite are the bottom two companies in the overall satisfaction survey.

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.

The best and worst homeowners insurance companies for overall satisfaction

The 2022 J.D. Power U.S. Home Insurance Study found that in general, satisfaction with home insurance has gone down. Increases in car insurance premiums as a result of high losses drove much of the dissatisfaction. Furthermore, people who bundle their auto and home had the greatest decrease in satisfaction.

“Sky-high auto loss costs and resultant auto premium increases are creating ripple effects throughout the insurance industry and, as a result, one area that is being severely disrupted is the home and auto insurance bundle,” Robert M. Lajdziak, director, global insurance intelligence at J.D. Power, says in a press release.

Amica Mutual, which has led the pack in this study for over a decade, still landed in the number one spot.

Home Insurance Company Overall Ratings
RankingCompanyScore out of 1000
Amica849
2American Family842
3The Hartford839
4AAA (Southern California) 838
5Country Financial830
6State Farm829
7Erie827
8Auto-Owners825
9AAA817
10Nationwide816
11Allstate815
12Chubb809
12 (tie)Safeco809
13Liberty Mutual805
14Progressive801
14CSAA794
15Travelers

794

16Farmers

792

17Homesite

753

Many of the top companies dropped significantly down the list, including State Farm and Allstate. The Hartford, which tied with Amica for first in claims satisfaction, made the top three. Meanwhile, American Family, which performed poorly in the claims survey, jumped to number two overall.

A few other findings of the home insurance study include:

  • Home and auto bundlers reported a 10-point decline in price satisfaction, compared to only one point for non-bundlers.
  • The retention rate for bundlers is 95% and for non-bundlers it's 82%.
  • Increases in auto rates are driving dissatisfaction among bundlers, with one-third saying they will switch home insurers if they switch auto to save money.
  • The popularity of Insurtech companies like Lemonade is rising, with 34% of saying they "definitely will" or "probably will" purchase a Lemonade policy if it's offered in their state.

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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