Announcing the best auto insurance companies of 2024

The Zebra announces winners in our annual customer satisfaction survey

By Susan Meyer

Updated May 8, 2024

Reviewed By Ross Martin

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Best overall
Best claims process
Best customer service
Most trustworthy
Best online experience

Which insurers are getting it right?

The majority of people want two things 1) inexpensive/affordable insurance and 2) good insurance that will actually come in handy in a clutch and not make you jump through hoops to file a claim.

At The Zebra, our goal is to find people insurance that satisfies both. We want you to have a policy that not only fits your budget, but also provides what insurance is supposed to: peace of mind. To that end, every year, we survey consumers to find out which insurance companies are wowing them. Here’s which insurance companies are wowing customers this year.

How we found the best of the best

We asked people a number of questions about their auto insurance providers and how satisfied they are. Here are some key questions we asked:

How was the claims process?
How’s the customer service?
How much do you trust your auto insurance provider?
How’s the app/online process?

Focusing on these four categories, let’s look at who rose to the top.

Best overall

Combining all of our survey data across all categories, here are the top three large auto insurance carriers.

To find out the runners up in all categories and learn more about which companies our experts pick as the top companies, visit our full best car insurance companies rankings.

USAA

This one should come as no surprise, as it tops multiple categories in our customer satisfaction survey. USAA offers strong showings for their customer service, trustworthiness and online experience. Their overall score is 8.78/10.
Erie Insurance

If you live in one of the states where Erie operates, this might be a great option. Not only did they top the list for their claims process, but they also have an overall satisfaction rating of 8.5/10.
American Family

With a score of 8.4/10, this well-known auto insurance carrier is one of the most popular insurance companies today. American Family operates in 19 states.

Best claims process

Your hope when you get insurance is that you will never have to actually file a claim, but then life happens. Research shows that there are between 4 and 5 collision claims for every 100 drivers each year.^[1] And that’s just collisions.

When you’ve just been through something stressful, whether that’s a crash or your car being stolen or some car-damaging event, the last thing you want is a complicated, difficult or otherwise unhelpful claims process. Usually the hallmarks for a good claims process include:

Straightforward communication and clear explanations of what you need to do.
Simple process without tons of documentation.
Efficient processing and resolution.
Fast payout.

Based on our survey, this is the company where respondents reported the highest level of satisfaction with the claims process. Note: Only respondents who reported actually filing a claim with their company in the past 5 years answered this question.

Best for claims process satisfaction: Erie

Erie tops our list for their efficient claims process with an 8.61/10 satisfaction score, and if you live in a state where they operate, this trusted insurance company might be a good choice. The bad news is they only operate in 12 states (mostly in the East and Midwest).

Best customer service

Beyond just going through the claims process, you also interact with your insurance company when you’re renewing your policy, paying a bill or asking questions. You want them to provide excellent customer service at every turn. This might include:

Responsiveness: Quick answers on calls or chats and short hold times
Friendly, attentive problem solving
Excellent communication and making sure you understand your policy

Based on our survey, this is the company where respondents reported the highest level of satisfaction with customer service.

Best for customer service satisfaction: USAA

USAA received a customer satisfaction score of 8.74/10 for their customer service. USAA regularly tops customer satisfaction lists in multiple categories, and is one of the top car insurance companies in the U.S. by market share. Eligibility is limited to U.S military members and veterans and their families.

Most trustworthy

Trust is an important component in an insurance relationship. Trust can be defined as “the voluntary transfer of a good or favor to someone else with future reciprocation expected but not guaranteed.”^[2] In addition to being legally required in most states, a big reason to get insurance is for the peace of mind. However, it can only provide that if you have faith that your insurance company will have your back when you need it.

Unlike the above two categories, it’s a lot harder to pinpoint what makes an insurance company worthy of trust, which is why survey data can be valuable. We asked survey respondents to rate how much they trust their insurance company, and this was their top pick.

Most trustworthy: USAA

Again, USAA achieved the top spot, this time with a score of 8.74/10. From their experiences with USAA, current customers feel they can trust their insurance to do what it’s supposed to.

Best online experience

Around 65% of people access insurance content through an app.^[3] They need that mobile app or online experience to allow them to enter documentation for a claim, download their insurance card or update their account with ease. In this day and age, when many will do anything to avoid a phone call, a clunky online experience can really be a deterrent.

A good mobile experience is one that is:

Personalized, so you can avoid entering in unnecessary data
User-friendly and intuitive
Reliable, without bugs, so you can access it whenever you need
Secure

Based on our survey, this is the company where respondents reported the highest level of satisfaction with the online experience.

Best online experience: USAA

If you’re not eligible for USAA, you’re probably sick of seeing this one. With a satisfaction ranking of 8.52/10, USAA wows customers with their online and mobile experience. Through their app, you have convenient, secure access to your account to handle all your insurance needs.

The Zebra Customer Satisfaction Survey methodology

Methodology:

These results are based on a survey of 2,722 U.S. insurance policyholders assessing satisfaction with their car and homeowners insurance providers. The survey was conducted using Survey Monkey and designed by our in-house team. It aimed to collect detailed insights from a census-balanced sample reflecting age, gender, and region.

Questionnaire

The questionnaire included demographic questions about age and gender identification and detailed inquiries into insurance experiences. Key topics:

Duration with insurance provider and coverage specifics, including teen drivers.
Claim filing experiences and satisfaction with claims handling.
Customer service interactions, trust in providers, and likelihood of recommending their insurance.
Use and satisfaction with digital tools and usage-based insurance programs.

Respondents rated their satisfaction on a Likert scale from 1 to 10 and provided qualitative feedback.

Data Analysis

Data were analyzed focusing on descriptive and inferential statistics to identify satisfaction trends and demographic impacts. Data cleaning and weighting were applied to ensure accuracy, alongside strict confidentiality protocols to protect data security.

Wrapping up

Choosing the right car insurance company for you will depend on many factors. For some, money might be the number one concern. Others might have a bigger budget or be willing to stretch for potentially better customer service. Regardless of what factors are top of mind for you, it’s important to explore all your options and compare rates from multiple carriers to find the best fit for your needs.

Compare insurance rates quickly and easily.

Sources

How many claims are filed each year? [Consumer Affairs]
Trusting and trustworthiness: What are they, how to measure them, and what affects them. [Science Direct]
Mobile accounts for 40% of time spent with insurance content. [Retail Dive]