The J.D. Power 2021 U.S. Auto Insurance Study polled 38,938 auto insurance customers and found that satisfaction with their car insurance provider remains the same in 2021 as it was in 2020, despite many insurers offering refunds and drivers spending less time behind the wheel.
On a 1,000-point scale, overall customer satisfaction remained at 835 for 2021, marking the first time since 2017 that auto insurance customer satisfaction has not improved from one year to the next. One of the biggest holdbacks is in the area of communication where satisfaction dipped 12 points year-over-year.
Based on the scores, J.D. Power has named the top auto insurance provider in 11 geographic regions of the U.S. All the winners have a score far higher than the national average.