The whole point of paying for insurance is to provide a safety net in case things go bad — or at least, that’s the idea, right? But can you guarantee that your insurance company has your back when disaster strikes?

Insurance is one of those things in life that you need, even if you hate it. Most people don’t love dealing with their insurance company, especially when it’s time to submit a claim. It’s strange, but insurance companies are one of the only organizations that benefit from not doing their job, so it’s no wonder that consumers really don’t like them! (This is the best car insurance in America.)

Today, we’re going to look at some of the most hated insurance companies in the United States. To compile this list, 24/7 Wall Street used data from the ACSI Insurance and Health Care Study 2022-23. It details customer satisfaction according to certain benchmarks in various insurance agencies, which we will look at according to each industry.

Why This Matters

Dealing with the countless insurance companies and policies available today can be a serious challenge. Which company should you trust? And which policy is best for your situation? Knowing the options — and which ones are not great choices — can really help you in navigating the confusion that often accompanies dealing with insurance.

Property and Casualty Insurance

Property and casualty insurance (often abbreviated to P&C insurance) is primarily geared toward protecting property or things related to that property. This can include insurance for houses, cars, clothing, and furniture.

3. Progressive

• Customer Satisfaction Index ‘23: 77
• Customer Satisfaction Index ‘22: 76
• Percent Change: 1%

Progressive is an American insurance company. It is currently the largest motor insurance carrier in the United States. Progressive is a large auto insurer, but it also has other branches operating through other companies. While Progressive scored a 77, it does represent a slight increase in overall satisfaction from the previous year.

2. Farmers

• Customer Satisfaction Index ‘23: 75
• Customer Satisfaction Index ‘22: 75
• Percent Change: 0%

Farmers is another well-known insurance group based in America, and like Chubb, the overall company is based in Zurich. They provide extensive insurance options in most industries, but their P&C insurance was reported to be the second-lowest, with a score of 75. 

1. Chubb

• Customer Satisfaction Index ‘23: 67
• Customer Satisfaction Index ‘22: NM
• Percent Change: NA

Chubb Insurance is an American-based company, although it’s technically incorporated in Switzerland. It is often cited as the largest property and casualty insurance company in the world and operates in 55 countries and territories. As of 2018, Chubb had $174 billion in assets. Despite its size, Chubb ranked last in the Customer Satisfaction Index (CSI), with a low score of 67 in 2023.

Life Insurance

Life insurance is a type of policy that exists to insure an individual in the case of their death. In most cases, these insurance policies are taken out for the benefit of loved ones and family.

3. Nationwide

• Customer Satisfaction Index ‘23: 79
• Customer Satisfaction Index ‘22: 79
• Percent Change: 0%

Nationwide is a very large insurance group that was founded as a mutual insurance company. While it ranked low within the life insurance category, it has expanded its services into multiple types of insurance, including P&C, retirement, and investment insurance.

2. Prudential

• Customer Satisfaction Index ‘23: 79
• Customer Satisfaction Index ‘22: 78
• Percent Change: 1%

Prudential, originally named The Widows and Orphans Friendly Society, started as a mutual insurance company, meaning it was owned by its policyholders. When it was founded, the only insurance the company offered was burial insurance, but it has since expanded and become a Fortune 500 company offering various types of insurance. Year on year, they have grown by only a single point in the CSI.

1. Mass Mutual

• Customer Satisfaction Index ‘23: 77
• Customer Satisfaction Index ‘22: 78
• Percent Change: -1%

Mass Mutual (short for Massachusetts Mutual Life Insurance Company) is primarily a life insurance company that operates out of Springfield, Massachusetts. It is one of the largest companies in the United States, regularly ranking within the Fortune 500 list. Year on year, MassMutual decreased by a single point on the CSA, resulting in it being near the bottom of the list.

Health Insurance

Health insurance is designed to protect people and families from costs usually associated with medical treatment and care. In the United States, this is a major element of health care since all treatments cost money, and having insurance is almost a requirement for any high level of care. Policies usually cover things like medications, surgeries, doctor visits, and preventative care, but they can be customized.

3. Centene

• Customer Satisfaction Index ‘23: 75
• Customer Satisfaction Index ‘22: 72
• Percent Change: 4%

Centene is an insurance company that operates as an intermediary for government and privately sponsored programs. While it still ranks in the bottom three of the big companies, it recently had a large jump in CSI, bringing it up 4% in the past year. If this trend continues, it could easily be one of the highest-rated companies in the health insurance category within a few years.

2. Kaiser Permanente

• Customer Satisfaction Index ‘23: 73
• Customer Satisfaction Index ‘22: 73
• Percent Change: 0%

Listed as an “integrated managed care consortium,” Kaiser Permanente consists of three groups, including the Kaiser Foundation Health Plan, Kaiser Foundation Hospitals, and Permanente Medical Groups. While Kaiser’s care aspect has been well-regarded, there have been issues with patient dumping, as well as criminal and civil charges. The company didn’t move year over year in the CSI.

1. Cigna

• Customer Satisfaction Index ‘23: 72
• Customer Satisfaction Index ‘22: 71
• Percent Change: 1%

Cigna is a large healthcare and insurance company operating out of Connecticut that offers medical, dental, disability, and life insurance policies. Unlike some of the other companies on the list, Cigna also runs certain full-service staff-model health organizations around the country under the name Evernorth Care Group. It is one of the 20 largest companies in the United States by revenue. Recently, the company increased its CSI by one percent but still ranks among the bottom of the big companies surveyed.

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