In theory, the purchase of insurance should provide financial protection against a specific loss. In one aspect of the contract, the customer pays a premium to the insurance company over time for financial coverage in the event of an accident, illness, or other contingencies. On the other side of the contract, the insurance company is supposed to pay when an accident occurs. However, it is not always so simple.
Insurance works like a great deal of emergency money. Most customers put money into the pot but never have to use it. These customers earn the company money. Customers who file an insurance claim to take money out of the pot often need much more money than they put in. These customers cost the insurance company money, and it is in the company’s financial interest to avoid paying.
Simply put, insurance companies don’t make money by paying claims. Getting a legitimate claim can sometimes be a long battle full of paperwork, phone calls, and delays. For those already dealing with the consequences of an accident, theft, or natural disaster, having to fight for fair compensation can be stressful. (See also The most hated company in America.)
To determine the most hated insurance companies, 24/7 Wall Street reviewed the American Customer Satisfaction Index Study Insurance and Medicare 2021-2022, which surveyed 12,841 people between October 2021 and September 2022 about their satisfaction with various insurance companies offering property and casualty insurance. The company’s profits and revenues come from the most recent financial statements.
ACSI has surveyed clients about various aspects of their experience with their insurance companies. The categories with the lowest customer satisfaction rate were availability, range of discounts and rewards in policy, ease of understanding billing data, speed of processing and completion of recent claims, and courtesy and assistance of representatives and agents. For these categories, about 75% to 78% of customers were satisfied.
Customers were most satisfied with the quality of their insurance companies’ mobile apps, reliability of mobile apps, and company websites, with about 83% of customers satisfied in these categories.
The most hated insurance companies vary in size, but all of them generate over $8 billion in revenue annually and are Fortune 500 companies. Over the years, many of them have had controversial policies and positions, or taken controversial actions. Others have faced legal problems for negotiating in bad faith or not paying claims. (Oldest Fortune 500 companies)
Click here to see the most hated insurance companies in America.