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USAA, American General and Kaiser Permanente earned the highest scores from customers in their respective categories in's annual customer satisfaction study.

Overall satisfaction with insurers' customer service went up for everyone except auto insurers, where satisfaction levels held steady. And while satisfaction with life insurers went up, they still dropped below health insurers this year for customer service satisfaction.

We asked more than 5,600 insurance customers nationwide to rate their satisfaction with their auto, home, health and life insurance companies. We collected ratings for 20 large companies for four types of insurance. Click on our insurance tool to get detailed customer satisfaction scores.

Here are percentages of customers saying they are "completely" or "somewhat" satisfied with their insurers' customer service:

  • Auto insurance customers: 80% (2012 results: 80%).
  • Home insurance customers: 76% (2012 results: 73%).
  • Life insurance customers: 67% (2012 results: 63%).
  • Health insurance customers: 71% (2012 results: 61%).

For overall scores, companies were judged on five measurements:

  • Customer service.
  • Claims satisfaction.
  • Value for price paid.
  • Percent who plan to renew.
  • Percent who would recommend the company.

(Life insurance scores did not include claims or renewal questions.)

Auto insurance winners

Among auto insurers, USAA, Erie Insurance and Auto-Owners Insurance scored the highest and earn's "People's Choice Award 2013."

USAA, which sells only to members of the military and their families, had a resounding victory, scoring five stars for customer service and claims in both the auto- and home-insurance categories -- the only company to do so.


96 (of a possible 100)

Erie Insurance


Auto-Owners Insurance


Find complete auto insurance rankings.

Home insurance winners

Home insurance customers gave the highest scores to USAA, Amica Mutual and Country Insurance. All three were propelled to the top with the help of five-star ratings for claims satisfaction. Amica stumbled slightly on price satisfaction but had strong scores in the other measurements.



Amica Mutual


Country Insurance


Find complete home insurance rankings (click on “Home” tab).

Life insurance winners

American General, Jackson National and Allstate went to head to head for the best life insurance scores, but ultimately American General edged out its competition due to the high percentage of its customers who say they would recommend the company.

American General


Jackson National




Find complete life insurance rankings (click on “Life” tab).

Health insurance winners

Among health insurers, Kaiser Permanente and Blue Cross and Blue Shield of Illinois were able to snag the top two spots thanks for strong showings for claims satisfaction and renewal scores. Humana earns a People's Choice Award at No. 3 with the help of high scores for renewal.

Kaiser Permanente


Blue Cross and Blue Shield of Illinois




Find complete health insurance rankings (click on “Health” tab).