Amica Mutual recently received two top honors for its auto and homeowners' customer service and policyholder dealings.
J.D. Power announced today that Amica Mutual ranked highest for an eighth consecutive year among homeowners' insurance companies, performing "particularly well in all five factors that contribute to overall customer satisfaction: policy offerings; price; billing and payment; interaction; and claims."
J.D. Power said that overall satisfaction with homeowners' insurance companies averaged 773 on a 1,000-point scale in 2009 -- increasing by 21 points from 2008. The overall increase was primarily attributed to substantial improvements in the price, policy offerings, and billing and payment factors. In particular, J.D. Power's report said that satisfaction with price has improved most notably -- increasing by 46 points from 2008. For the complete list of ranked insurers, click here.
In its second coup this week, Amica Mutual's auto division was announced by New York State as having the fewest upheld auto insurance complaints per million dollars of premiums. The determination was made by the state after it looked at the number of complaints upheld against the insurer as a percentage of their total private passenger auto insurance business, which New York refers to as a complaint ratio. The ratio was calculated by using an average of two years' premium data, since some complaints close in a different year than the one in which they were made.
Amica has $87 million in New York auto premiums, but only received 12 complaints. Of those 12, four were questions of fact and eight were withdrawn or not upheld. None were upheld.
New York said that typical consumer complaints involve issues such as delays in the payment of no-fault claims or a decision by the insurer not to renew a policy. In 2008, the average complaint ratio for insurers was 0.10 per $1 million in premiums. That means there was approximately one upheld complaint for every $9.7 million in premiums paid to insurance companies.
For New York's complete report and rankings, click here.
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