In last year’s survey, 65% of customers were satisfied with how their insurance company applied rate increases. This year, that rate dropped to 57%, indicating that while rate increases weren’t an area of high satisfaction before, the situation has worsened.
Fewer people are satisfied with the discounts offered by their home insurance companies, which may tie into rate increases overall. Satisfaction with discounts dropped from 68% to 63%.
As insurance companies pull back on risk, older homes are likely to be among those viewed as higher risk; that may result in higher rates or more difficulty finding coverage. Our survey found a decrease from 73% to 68% satisfaction for older home coverage.
As people rely more and more on digital tools to handle insurance policies, there’s a higher expectation for those tools to be top notch. Our survey found that insurers may be missing the mark, as overall satisfaction dropped from 85% to 80%.
Whether it’s that they are having trouble finding affordable rates, that it’s harder to get a person on the phone or simply that the process of buying home insurance has become more of a chore, satisfaction in this area dropped from 82% to 78% overall.