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Property and Casualty Insurance

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PROPERTY AND CASUALTY
INSURANCE

An industry in need of disruption, property and casualty insurance is as fragmented today as it is relevant. Use ACSI to understand the impact of customer perceptions on satisfaction and drive much-needed innovation in the P&C landscape.

At a glance:

Property and Casualty Insurance

  • Inaugural year:

    1994

  • Updated:

    annually

  • Most recent data:

    2023

  • Companies:

    11 major companies, plus aggregate of smaller insurers

Satisfaction Benchmarks by Company

Property and Casualty Insurance
Company 2022 2023 % CHANGE
Property & Casualty Insurance 78 77 -1%
USAA* NM 83 NA
Allstate 78 80 3%
American Family 79 80 1%
State Farm 80 80 0%
Travelers 78 79 1%
All Others 78 77 -1%
Geico 77 77 0%
Liberty Mutual 79 77 -3%
Nationwide 76 77 1%
Progressive 76 77 1%
Farmers 75 75 0%
Chubb NM 67 NA

*Available to military-affiliated individuals and families only.
NM = Not Measured
NA = Not Available

Customer Experience Benchmarks Year-Over-Year Industry Trends

Property and Casualty Insurance
Company 2022 2023
Quality of mobile app 83 83
Reliability of mobile app (minimal down time, crashes, lags) 83 83
Website satisfaction 82 82
Ease of understanding billing statement 77 81
Variety of coverage options 80 81
Courtesy and helpfulness of representative/agent (policy purchase or renewal, insurance questions) 80 80
Call center satisfaction 80 79
Courtesy and helpfulness of representative/agent (claims handling) 78 77
Speed of most recent claim processing and completion 77 76
Availability and range of policy discounts and rewards 75 75

Industry averages are weighted by companies’ market shares.
2023 results based on data collected October 2022 – September 2023

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Connect With ACSI

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