USAA and State Farm Are Top Insurers in CX Ratings

March 1, 2012

This post examines the 14 insurers included in the 2012 Temkin Experience Ratings.
USAA was the top rated insurance carrier followed closely by State Farm, which are the only two insurers to receive “good” customer experience ratings. Seven insurers received “okay” ratings while five carriers at the bottom of the list­­—Travelers, 21st Century, MetLife, American Family, and Liberty Mutual —received “poor” ratings.

The overall insurance industry is in the middle of the pack for customer experience; its average rating places it eighth out of 18 industries. Temkin Group also analyzed the changes between 2011 and 2012 and found that insurers made the largest improvements, earning more than a five percentage-point gain since last year. Two insurers—Famers and Allstate—made double-digit gains and eight others made at least some improvement since 2011. Only two carriers—American Family and Travelers—experienced sizeable year-over-year declines.