Customer satisfaction with homeowners insurance companies has rebounded from 2010, but still remains below levels achieved in 2009. Similarly, among auto insurance policyholders, satisfaction has improved notably from 2010. While satisfaction also increased in all five factors among auto insurance customers, one key difference has emerged between homeowners insurance customers and auto insurance customers in 2011. Among homeowners insurance customers, those who bundle more than one policy with their insurer are notably more satisfied with price than customers who do not bundle policies. Among auto insurance customers, the opposite is true—those who hold only their auto policy with their insurer are notably more satisfied with price than those who bundle policies.
“Certain auto insurers have deemphasized the benefits of policy bundling in favor of selling auto-only policies,” said Bowler. “These auto insurers, while able to gain an advantage on pricing, are serving only a portion of the market. The higher levels of satisfaction observed among homeowners policyholders who have more than one policy with their insurer indicate they derive benefit—such as discounts and a wider array of product offerings—than do non-bundlers.”