Insurers have spent years and years enduring negative criticism. Consumers may be changing their tune, at least according to 10,000 U.S. consumers surveyed for the
As in
• Functional Experience Component—To what degree were you able to accomplish what you wanted to do?
• Accessible Experience Component—How easy was it to interact with the company?
• Emotional Experience Component—How did you feel about those interactions?
While consumers rated many companies, the research and consulting firm limited its analysis to the 206 companies across 18 industries for which it had responses from at least 100 consumers. Although the insurance industry average still falls behind seven other industries, the news is good for P&C and life insurers. Across the industries examined, eight earned higher scores in 2012, and these insurers are at the top of the list of gainers with an increase of 5.3 percentage points from last year.
Health insurers didn’t get such good responses. Health insurers are the bottom of the ratings, receiving poor scores on average at approximately 53 percent.
Unfortunately there were many insurers—Highmark (BCBS), 21st Century, Travelers, Health Net, MetLife and American Family—underperforming compared to their industry’s average.
Insurers listed in the ranking were:
35. USAA
45. State Farm
62. The Hartford
67. Kaiser Permanente
75. Progressive
89. (tie) Nationwide
89. (tie) Farmers
102. (tie) Allstate
102. (tie) GEICO
111. AAA
129. Liberty Mutual
134. (tie) American Family
134. (tie) TriCare
134. (tie) MetLife
151. (tie) Travelers
151. (tie) 21st Century
171. (tie) United Healthcare
171. (tie) Aetna
178. Humana
193. Empire (BCBS)
198. Blue Shield of California
198. CIGNA
200. Anthem (BCBS)
202. Health Net
204. Highmark (BCBS)