State Farm has cornered the largest chunk of the car insurance market, and because of that, it can accommodate a large range of customers -- often including those with spotty driving records. Though rates may be slightly higher than competitors', customers say helpful, personable agents make the price worth it. State Farm's army of local agents can be a double-edged sword, however -- a bad one can mean a bad overall experience.
High satisfaction with agents. State Farm receives fair or good marks in customer surveys of satisfaction with claims. Customers report satisfactory interaction with agents and generally smooth repair and settlement processes, but average experiences with appraisals and the rental-car process. Though State Farm maintains a list of approved repair shops that meet certain performance standards, customers may also select their own. State Farm does not require the use of parts manufactured by the original vehicle manufacturer during repairs; that cuts costs of repairs, but some claim that third-party parts are sometimes inferior. Coverage for rental-car reimbursement is available.
Rates tend to the high side. Customers report average satisfaction with State Farm's premiums. Rates tend to be higher than those of some of the other largest auto insurers, some reviewers say, but many insist the prices are warranted by prompt, personable customer service. Others say quality of service can vary depending on local agents. The company gets high marks for a smooth shopping experience, plan flexibility and a wide range of discounts, which include lower rates for good students, safe drivers and multiple policies. Policyholders may report claims 24 hours a day.
State Farm Reviews
These car insurance ratings from ConsumerReports.org are based upon surveys of subscribers to ConsumerReports.org. They are based upon claims, price and customer service satisfaction.
Review: Car Insurance Ratings, Editors of ConsumerReports.org, Not dated
2. J.D. Power & Associates
State Farm receives 4 circles out of 5 for overall customer satisfaction. It also receives 5 circles for service interaction and 4 circles the rental car experiences. I receives a more average rating of 3 circles for first notice of loss, the repair and settlement processes and the appraisal process.
Review: 2014 U.S. Auto Claims Satisfaction Study, Editors of J.D. Power and Associates, Not Dated
3. J.D. Power & Associates
State Farm receives strong marks in regional rankings, getting 5 circles out of 5 for overall customer satisfaction in New York and the Southwest and Northwest regions of the U.S. The company gets 4 circles in California, North Central and New England and 3 circles in Texas, the mid-Atlantic, Southeast and Florida.
Review: 2014 U.S. Auto Insurance Study, Editors of J.D. Power and Associates, Not Dated
4. J.D. Power & Associates
State Farm earns a very good overall score of 839 out of a possible 1,000, and a perfect 5-circle rating for overall purchase experience in J.D. Power and Associates' auto insurance shopping study. This ranking makes it one of the highest-rated companies in this survey.
Review: 2014 U.S. Insurance Shopping Study, Editors of J.D. Power and Associates, April 24, 2014
State Farm receives 5 out of 5 stars overall in Insure.com's customer satisfaction ratings. It receives 4.5 stars for claims processing and customer service, and 5 for value. Eighty-one percent of customers say they would recommend State Farm to a friend, while 93 percent say they will renew their policies.
Review: Best Insurance Companies: Customer Satisfaction Ratings for 2013, Editors of Insure.com, Not Dated
State Farm earns 80 out of 100 points in more than 980 reviews. It receives a 7.8 out of 10 for customer service and a 7.9 out of 10 for available plans. Ratings also include home and life insurance. Most reviewers praise the company for its service and response time; others say they had poor experiences getting claims paid and low valuations after accidents.
Review: State Farm Reviews, Contributors to Viewpoints.com, As of February 2015