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 2012 Temkin Experience Ratings.

As in years past, Temkin Group asked consumers about three areas of their most recent interactions with companies:

• 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. USAA leads the industry on the list, obtaining a 73 percent, which is 7.7 percentage points about the industry average. State Farm with a rating of 72 percent, also outperformed the industry.

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. Kaiser Permanente and TriCare outperformed the industry with scores of 68 percent and 59 percent respectively.

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)

Register or login for access to this item and much more

All Digital Insurance content is archived after seven days.

Community members receive:
  • All recent and archived articles
  • Conference offers and updates
  • A full menu of enewsletter options
  • Web seminars, white papers, ebooks

Don't have an account? Register for Free Unlimited Access