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The Hartford Review

By: Kelly Burgess on June 26, 2017

Bottom Line

Though its name isn't as recognizable as its larger competitors, The Hartford is at or close to the top in several customer-satisfaction surveys, and coverage is available in all states -- although availability of some discounts will vary by location.

Pros

  • Smooth claims process
  • Helpful customer service
  • Wide variety of plans; bundles
  • Solid financial ratings

Cons

  • Frustrating online quote process
Our Analysis
Specs

Breaking it down

Claims

Great feedback on claims resolution. Most customers of The Hartford report positive experiences with claims. In the 2016 J.D. Power U.S. Auto Claims Satisfaction Study The Hartford ranked first, with an overall score of 891 out of 1,000. It ranks particularly highly for the first notice of loss and service interaction factors. At Reviews.com, The Hartford is the top overall pick, with editors noting that surveys show that, "of all the people who sustained substantial damage to their vehicle, The Hartford's customers were the happiest." The Hartford does slightly less well in a survey of 18,136 Consumer Reports readers who weighed in claims satisfaction; The Hartford earns a Very Good in that category, although the majority of insurance companies in this survey earn the same score.

Policies

Wide variety of discounts. In ConsumerReports.org's survey, most The Hartford customers say they're satisfied with premiums, giving it a Very Good in that category. Reviews.com notes that The Hartford offers a wide variety of discount types, saying, "No other nationally available insurer offers more discounts." That includes a "rare discount" for electric vehicles. Although The Hartford comes in fourth in J.D. Power's survey of customer satisfaction with purchase experience, Reviews.com editors say it's almost impossible to complete the process online -- a phone call is usually required to finish. However, that may not be a downside, J.D. Power also notes in a press release that consumers like the option of talking to a human being, even though they also like the ability to get an online quote. There is also the option to visit a local agent, though. Customers can report claims by phone or online 24 hours a day.

Our Sources

Editors of ConsumerReports.org, Not Dated

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

Editors of Reviews.com, Jan. 22, 2017

Reviews.com editors start with 41 well-known auto insurance companies, evaluating them for financial solvency, claims processing, coverage options and customer support. They also consulted with experts to narrow down the finalists to five. Ultimately The Hartford is named the top auto insurance company, with Nationwide a close runner up.

Editors of Insure.com, Not Dated

The Hartford is the seventh highest rated car insurance company here, with a total score of 90.2. Scores are pretty even across value and customer service; 91 for the latter, 90 for the former. Eighty-eight percent would recommend The Hartford; 92 percent would renew.

Editors of J.D. Power and Associates, Oct. 25, 2016

The Hartford receives a perfect rating of 5 circles out of 5 for overall customer satisfaction and is the highest rated car insurance company in this survey. J.D. Power notes that it performs particularly well in the first notice of loss and service interaction factors.

Editors of J.D. Power and Associates, May 1, 2017

The Hartford gets an overall score of 861 out of 1,000, above the industry average of 842, for overall purchase experience in J.D. Power and Associates' auto insurance shopping study. The Hartford's total circle rating is 4 out of 5.

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