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Auto-Owners Insurance

Reviewed
May 2013
by ConsumerSearch
Auto-Owners Insurance

Pros
  • Smooth claims process
  • Helpful customer service
  • Large network of local agents
  • Strong financial ratings
Cons
  • Available in only 26 states
  • Limited plan options

Bottom line

Auto-Owners Insurance is only available in 26 states, but if yours is one of them, customers say it's worth checking out. The company receives top honors for customer satisfaction with the claims process, and most policyholders say they're happy with premiums and customer service. Auto-Owners maintains a comprehensive network of local agents for face-to-face business. However, plans may not be as flexible as those offered by some larger competitors.

Claims

Good reviews for claims resolution. Customers give Auto-Owners high marks for their claims experiences. In a major survey, it receives the highest marks for interaction with representatives, the repair process and settlements. The appraisal process also receives strong marks, but customers report below-average experiences with the rental-car experience. Customers are free to choose their own repair shop after an accident.

Policies

Available in only 26 states. Most Auto-Owners customers say they're satisfied with their premiums and customer service. Auto-Owners does the majority of its business through independent local agents, available in 26 states, and customers report positive experiences with agents in a large survey. There are a variety of discounts, including lower rates for safe drivers, multiple vehicles, certain safety features and customers who pay in full.

The company receives mixed reviews for offering flexible policies, with some customers saying discounts can be difficult to qualify for and there is not as large a variety as with some larger insurance companies. While customers are expected to file claims with their agents during business hours, after-hours service is available over the phone.

Our Sources

1. ConsumerReports.org

Editors of ConsumerReports.org rate 25 national and regional auto insurers. The ratings are reliable and unbiased, based on customer surveys that focus on satisfaction with speed of service, the claims process, estimates and premiums. Unlike other products, there are no in-depth reviews of the insurers with editorial comments.

Review: Car Insurance Ratings, Editors of ConsumerReports.org, Not dated

2. J.D. Power & Associates

Auto-Owners Insurance is the top overall pick, receiving 5 circles out of 5 for overall customer satisfaction. It also receives 5 circles for service interaction, the repair process and settlement, 4 circles for first notice of loss and appraisal and 2 circles for rental-car experience.

Review: 2012 U.S. Auto Claims Satisfaction Study, Editors of J.D. Power and Associates, Oct. 29, 2012

3. J.D. Power & Associates

Auto-Owners receives mixed marks in regional rankings. It receives 5 circles out of 5 for overall satisfaction in the north-central U.S., but an average 3-circle rating in the Southeast. These are the only regions where Auto-Owners is ranked. Ratings include categories for policy offerings, pricing, billing and payment and contacting the insurer.

Review: 2012 U.S. Auto Insurance Study, Editors of J.D. Power and Associates, June 25, 2012

4. J.D. Power & Associates

Auto-Owners receives 3 circles out of 5, or average marks, for overall purchase experience in J.D. Power and Associates' auto insurance shopping study. The company receives 3 circles for policy offerings and price, and 4 circles for its local representatives.

Review: 2013 U.S. Insurance Shopping Study, Editors of J.D. Power and Associates, April 29, 2013

5. Insure.com

Auto-Owners Insurance earns Insure.com's People's Choice award for top customer-service rankings by customers, receiving 4.5 out of 5 stars in claims processing and customer service. It receives 4 stars for value. Eighty-three percent of customers say they would recommend Auto-Owners to a friend, while 98 percent say they will renew their policies.

Review: Best Insurance Companies: Customer Satisfaction Ratings for 2013, Editors of Insure.com, Not dated

6. Viewpoints.com

Auto-Owners Insurance earns 40 out of 100 points in more than 35 reviews, including a 2 for customer service and a 3 for available plans on a five-point scale. Ratings include home and life insurance, which skew the results lower. Some reviewers say they had quick, fair responses after an accident, while others report the opposite.

Review: Auto-Owners Insurance Reviews, Contributors to Viewpoints.com, As of May 2013

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