Toronto, Ontario – Drivers in Western Canada and the regions of Ontario and Atlantic are more satisfied with their auto insurance companies this year over last, despite increased premiums, according to J. D. Power and Associates. However, Quebecers weren’t quite as happy with theirs, the study found.
In their respective regions, Canadian Direct Insurance, Promutuel and RBC Insurance each ranked highest in customer satisfaction.
The study, now in its fourth year, measures insurance customers’ experiences with their primary insurer, including interaction, price, policy offerings, billing and payment, and claims. The regions studied are Western (British Columbia, Alberta, Saskatchewan and Manitoba), Ontario/Atlantic, and Quebec.
National overall satisfaction averages 740 on a 1,000-point scale in 2011, which is 13 points higher than in 2010. Increases in satisfaction with Western and Ontario/Atlantic customers offset a slight decrease in Quebec.
The improvements occurred despite 26 per cent of customers indicating they had experienced a premium increase during the past months. While 34 per cent of customers in Ontario/Atlantic experienced an increase, only 19 per cent in the Western region reported one. In Quebec, 14 per cent of customers have experienced an increase in their property damage coverage premiums, which are handled by private insurers in the province.
The study found that customers were more satisfied when their insurers notified them of premium increases in advance and provided an explanation of available options.
In the Western Region, Canadian Direct Insurance ranked highest in customer satisfaction, followed by The Co-operators and Johnson Insurance. In the Ontario/Atlantic region, RBC Insurance ranked highest, followed by Johnson Insurance and Belairdirect. In Quebec, Promutuel ranked highest, followed by The Personal and Industrial Alliance.