Survey Says Nearly All Consumers Satisfied With HO, Auto Cos.

September 8, 2000

Almost all respondents to a recent Insurance Research Council survey of U.S. households said that they are satisfied with their personal property insurance companies. Ninety-seven percent of the respondents who were asked about homeowners insurance said that they were satisfied. Ninety-six percent of those asked about auto insurance said that they were satisfied.

The percentage of satisfied consumers has increased since 1995, when 92 percent of respondents said that they were very or fairly satisfied with their homeowners insurers and 88 percent said that they were very or fairly satisfied with their auto insurers. In 2000, 70 percent of respondents with homeowners policies were very satisfied, compared to 61 percent in 1995.

Nearly two-thirds (62 percent) of those asked about auto insurance in 2000 said that they were very satisfied, compared to just 44 percent in 1995.

“While consumer satisfaction with many industries has declined in recent years, Americans are pleased with developments in the personal property insurance market,” said Elizabeth A. Sprinkel, senior vice president, who heads the IRC. “Improved customer service, such as 24-hour call centers, and lower auto insurance costs have undoubtedly contributed to this increase in consumer satisfaction.”

The results contained in IRC’s recently released report, Public Attitude Monitor 2000, Issue 2, were based on a survey conducted by Roper Starch Worldwide. The survey consisted of in-home interviews with 1,996 men and women 18 years old and older. Survey participants were selected to be representative of the population of the continental U.S.

The survey also addressed general insurance knowledge, attitudes towards banks and insurance, and opinions of primary seat belt enforcement and red light cameras.

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