USAA, State Farm, and The Hartford Earn Top Customer Experience Ratings for Insurance Carriers

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

USAA, State Farm, and The Hartford deliver the best customer experience in the insurance industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

USAA has maintained its position as the top-rated insurer for the sixth year in a row, earning a 73% rating and placing 28^th out of 294 companies across 20 industries. State Farm and The Hartford tied for second place, each with a rating of 68% and an overall rank of 69^th. While this is State Farm’s fifth straight year in second place, it is The Hartford’s first time in the top two. Of the 15 insurance carriers evaluated, Nationwide was the only one to improve its score over the past year, increasing from 63% in 2015 to 64% in 2016, which put it in 110^th place overall.

At the other end of the spectrum, 21^st Century and American Family tied for being the lowest-rated insurance carrier, each receiving a score of 47% and placing 264^th overall. This is 21^st Century’s sixth straight year at the bottom of the pack, while American Family found itself in last place after falling 14 percentage points, the most of any insurer, in the last year.

Overall, the insurance industry averaged a 61% rating in the 2016 Temkin Experience Ratings and came in 7^th place out of 20 industries. The average rating of the industry decreased by five percentage-points between 2015 and 2016, dropping from 66% to 61%.

Here are some additional findings from the insurance industry:

• The ratings of all insurance carriers in the 2016 Temkin Experience Ratings are as follows: USAA (73%), State Farm (68%), The Hartford (68%), Nationwide (64%), GEICO (64%), Progressive (64%), Allstate (62%), Travelers (61%), Liberty Mutual (60%), New York Life (60%), Farmers (58%), AAA (54%), MetLife (54%), American Family (47%), 21^st Century (47%).
• Nationwide (+1 point) was the only insurer to improve its rating between 2015 and 2016.
• American Family (-14 points), AAA (-9 points), GEICO (-5 points), and Allstate (-5 points) declined by the most percentage-points between 2015 and 2016.