Claims service: How our service measures up
Satisfaction surveys
We send a follow-up survey to every customer who has had a claim to learn how he or she felt about our service and how we can improve. Among the respondents:
- Consistently, 99 percent report being very or completely satisfied -- not merely satisfied -- with the treatment they received.
- We also receive high marks on the timeliness of our response and the explanation given during the claims process.
- Similarly, 99 percent would refer us to a friend.
State insurance department reports
Zero complaints. That’s what reports issued by the insurance departments in New York, New Jersey and Connecticut said about our service.
Each year, those three states tally valid consumer complaints against auto insurance companies for any reason, including pricing, underwriting, renewals or claims.
In the most recent reports from all three states, we* received no customer complaints that the states considered to be valid.
*At the time of the reports, the results reflected our performance when our organization was part of Atlantic Mutual. Afterwards, we joined the ACE Group of Companies to form ACE Private Risk Services.