Property and Casualty Insurance

The ACSI has over two decades of experience analyzing customer satisfaction with property and casualty insurers serving the U.S. consumer market. Each year, the ACSI interviews hundreds of policyholders about recent experiences with their property and casualty insurer. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

Property and Casualty Insurance Benchmarks »

Property and Casualty Insurance Customer Experience Benchmarks

Unique to the property and casualty insurance industry, the ACSI captures customer opinions about critical elements of the policyholder experience, including:

    • Variety of coverage options
    • Policy discounts and rewards
    • Understanding billing statements
    • Agent courtesy and helpfulness with policy purchase or questions
    • Agent courtesy and helpfulness with handling claims
    • Claim processing speed
    • Quality of mobile app
    • Reliability of mobile app
    • Call center
    • Website

ACSI Finance, Insurance, and Health Care Report 2019-2020 »

The ACSI Client Advantage

Property and casualty insurance industry clients can take advantage of ACSI's competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to confidential property and casualty insurance industry data spanning more than two decades, with over 30 data points per year for the largest providers in the industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s proprietary modeling helps clients gauge their own company’s performance in relation to industry peers and best-in-class companies in other industries. Property and casualty insurance clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the customer experience.

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