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2 of Michigan’s largest auto insurers receive lowest ranking on consumers’ satisfaction

December 6, 2014 by Steven M. Gursten

Auto Club Group (commonly known as AAA), Liberty Mutual And Esurance receive below average satisfaction ratings From J.D. Power Auto Claims Satisfaction Study

AAA and Liberty Mutual ratings

AAA Insurance (also known as Auto Club Group), Liberty Mutual and Esurance recently received below average ratings in the J.D. Power 2014 U.S. Auto Claims Satisfaction Study, which rates auto insurers based on “overall customer satisfaction with the auto insurance claims process …”

The below average performances for AAA, Liberty Mutual and Esurance were marked by their “The rest” rating, which is J.D. Power’s lowest rating. “Among the best” is the highest rating. “Better than most” is the second highest. “About average” is third.

This latest J.D. Power auto insurance rating for AAA and Liberty Mutual is significant because both are among Michigan’s very largest auto insurers. And the drop reflects what our own lawyers have found as well in the insurance and No Fault cases we litigate for people who depend on these insurance companies to pay their medical bills and wage loss.

In regards to Liberty Mutual, the drop also makes sense. As auto attorneys, we’ve seen Liberty Mutual change how it’s defending car accident cases over the past year. Every insurance company goes through pendulum-like swings in how aggressive it wants to be taking cases to trial. Some then go overboard. Liberty Mutual is now aggressively pushing its own insurance defense lawyers to take more cases to trial, which definitely isn’t making its own insured customers happy right now as they’re being exposed to jury verdicts and face personal excess liability over their bodily injury insurance policy limits.

Although Esurance is not in and of itself one of Michigan’s largest auto insurance companies, it is owned and operated by Allstate. As Esurance states on its website, Esurance is “an Allstate company and is “backed by Allstate.” Readers of this blog know how both myself and the other lawyers feel about Allstate.

This is not the first time that AAA  and Esurance have scored the lowest rating in J.D. Power’s U.S. Auto Claims Satisfaction Study. In 2011 and 2009, Auto Club Group received below average ratings.

And for Esurance, 2014 was the fourth year in a row to receive below average ratings.

Related information:

The Attorneys’ guide to the best and worst auto insurance companies


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