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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

  • Inaugural year:

    1994

  • Updated:

    annually

  • Most recent data:

    2022

  • Companies:

    11 major companies, plus aggregate of smaller insurers

Satisfaction Benchmarks by Company

Property and Casualty Insurance
Company 2021 2022 % Change
Property and Casualty Insurance 78 78 0%
State Farm 79 80 1%
American Family 77 79 3%
Liberty Mutual 77 79 3%
All Others 78 78 0%
Allstate 77 78 1%
Travelers 75 78 4%
Geico 79 77 -3%
Nationwide 77 76 -1%
Progressive 76 76 0%
Farmers 75 75 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.

Connect With ACSI

Connect With ACSI

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