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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:

    2021

  • Companies:

    11 major companies, plus aggregate of smaller insurers

Benchmarks by Industry

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2020 2021
Quality of mobile app 85 83
Reliability of mobile app (minimal down time, crashes, lags) 85 83
Website satisfaction 83 82
Call center satisfaction 80 80
Courtesy and helpfulness of representative/agent (policy purchase or renewal, insurance questions) 81 80
Variety of coverage options 81 80
Courtesy and helpfulness of representative/agent (claims handling) 82 78
Speed of most recent claim processing and completion 80 77
Availability and range of policy discounts and rewards 76 76
Ease of understanding billing statement 76 75

*Industry averages are weighted by companies’ market shares.

Satisfaction Benchmarks by Company

Property and Casualty Insurance
Company 2020 2021 % Change
Property and Casualty Insurance 78 78 0.0%
GEICO 78 79 1%
State Farm 79 79 0%
All Others 80 78 -3%
Allstate 76 77 1%
American Family 76 77 1%
Liberty Mutual 77 77 0%
Nationwide 78 77 -1%
Farm Bureau 75 76 1%
Progressive 77 76 -1%
AAA 77 75 -3%
Farmers 76 75 -1%
Travelers 75 75 0%

Connect With ACSI

Connect With ACSI

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