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Auto-Owners

Reviewed
June 2013
by ConsumerSearch

Pros
  • Smooth claims process
  • Well-reviewed customer service
  • Large network of local agents
Cons
  • Available in only 26 states
  • Limits coverage options

Bottom Line

Though its name may indicate otherwise, Auto-Owners Insurance writes policies for homeowners, too. The company scores well in national surveys for its personal, agent-based customer service and fair, low-hassle claims experiences, but its policy and payment options may not be as flexible as those offered by some larger competitors. Potential customers will want to check on availability, as Auto-Owners only does business in 26 states.

Claims

Solid claims experience, but some complaints. Auto-Owners Insurance gets top ratings for making timely claims payments. Customers included in a large national survey say the company's damage estimates were fair, and most say the repairs and settlement processes went smoothly. However, one expert-review site reports a high complaint ratio in a cross section of seven states, and some customers say they had problems getting claims paid. Coverage is only available for homeowners in 26 states.

Policies

Agent-based service. Customers say Auto-Owners Insurance agents are available after claims, and most are satisfied with customer service overall. The company gets slightly lower marks for its range of policy offerings and flexible payment options. Customers report average satisfaction with premiums. Auto-Owners does the majority of its business through independent local agents. While customers are expected to file claims with their agents during business hours, after-hours service is available over the phone seven days a week.

Our Sources

1. ConsumerReports.org

The staff of ConsumerReports.org rates 15 major home insurers. The ratings are reliable and unbiased, and are based on customer surveys that focus on satisfaction with the company's estimate of damages, agent availability and speed of payment. However, unlike other products, there are no in-depth reviews of the insurers.

Review: HomeownersCar Insurance Ratings, Not dated

2. J.D. Power & Associates

Auto-Owners receives a score of 4 out of 5 for overall customer satisfaction in these nationwide homeowners insurance rankings. It also gets 4 out of 5 for contacting the insurer and 3 out of 5 for policy offerings, pricing, and billing and payment.

Review: 2012 U.S. National Homeowners Insurance Study, Editors of J.D. Power and Associates, Sept. 27, 2012

3. J.D. Power & Associates

Auto-Owners receives 4 out of 5 for overall customer satisfaction in these nationwide homeowners insurance claim rankings. It receives the same score in all categories: first notice of loss, service interaction, estimation process, repair process and settlement.

Review: 2013 Property Claims Satisfaction Study, Editors of J.D. Power and Associates, April 1, 2013

4. Insure.com

Auto-Owners receives 4.5 out of 5 stars overall in this ranking of major home insurers. It also earns 4.5 stars in claims processing and 4.5 in customer service. It receives 4 stars for value. Ninety-seven percent of customers say they will renew their policies.

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

5. FindTheBest.com

Auto-Owners earns 86 out of 100, a middling score, in this ranking of home-insurance companies based on a combination of expert ratings, financial strength and customer complaint ratios. The company scores well for financial strength but poor in a measure of complaint ratios across seven states.

Review: Compare Home Insurance, Editors of FindTheBest.com, Not dated

6. Viewpoints.com

Auto-Owners Insurance earns 40 out of 100 points based on nearly 40 reviews. The company also receives a 2 for customer service and a 3 for available plans on a five-point scale. However, ratings also include auto and life insurance. While some reviewers say they have had fair, trustworthy service, others report claims issues.

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

Homeowners Insurance Runners Up:

Auto-Owners

3 picks including: J.D. Power & Associates, Viewpoints.com…

Liberty Mutual

3 picks including: Epinions.com, J.D. Power & Associates…

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