Property and Casualty Insurance
Tackle today’s challenges by leveraging the predictive power of ACSI
Measure and monitor the claims experience with accuracy, reliability, and precision.
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
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Inaugural year:
1994
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Updated:
annually
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Most recent data:
2022
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Companies:
11 major companies, plus aggregate of smaller insurers
Satisfaction Benchmarks by Company
Property and Casualty Insurance
| First Hidden Column | Company | 2021 | 2022 | % Change |
|---|---|---|---|---|
| 0 | Property and Casualty Insurance | 78 | 78 | 0% |
| 1 | State Farm | 79 | 80 | 1% |
| 1 | American Family | 77 | 79 | 3% |
| 1 | Liberty Mutual | 77 | 79 | 3% |
| 1 | Allstate | 77 | 78 | 1% |
| 1 | Travelers | 75 | 78 | 4% |
| 1 | Geico | 79 | 77 | -3% |
| 1 | Nationwide | 77 | 76 | -1% |
| 1 | Progressive | 76 | 76 | 0% |
| 1 | Farmers | 75 | 75 | 0% |
| 1 | All Others | 78 | 78 | 0% |
Property and Casualty Insurance Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2021 | 2022 |
|---|---|---|
| Quality of mobile app | 83 | 83 |
| Reliability of mobile app (minimal down time, crashes, lags) | 83 | 83 |
| Website satisfaction | 82 | 82 |
| Call center satisfaction | 80 | 80 |
| Courtesy and helpfulness of representative/agent (policy purchase or renewal, insurance questions) | 80 | 80 |
| Variety of coverage options | 80 | 80 |
| Courtesy and helpfulness of representative/agent (claims handling) | 78 | 78 |
| Ease of understanding billing statement | 75 | 77 |
| Speed of most recent claim processing and completion | 77 | 77 |
| Availability and range of policy discounts and rewards | 76 | 75 |
Industry averages are weighted by companies’ market shares.