Car Insurance Companies With the Best Claims Settlements

We found that around two-thirds (66 percent) of policyholders said they have not filed any claims with their current insurer in the previous five years. About a quarter (23 percent) had filed one, 7 percent had filed two, and just 2 percent had filed three or more. Two-thirds of those who have filed a claim with their current insurer used an online platform (website, mobile app, or both) to file or track the process.

We also asked if they had filed any claims with a previous insurer within the previous five years. Roughly 1 in 5 (19 percent) had. The total overall rate—combining both current and previous insurers—for filing at least one claim was 30 percent. Among these, men and policyholders with at least one driver under 21 on the policy were more likely to have filed a claim.

Satisfaction with claims handling and settlement was, generally, higher than other surveyed factors, like premiums, coverage, and policy clarity. Among the 31 companies with significant data on claims satisfaction, only one received a substandard score: Plymouth Rock. 

“It is natural for consumers to shop based on premiums, but looking at claims is important. Ultimately, that is the main benefit you’re paying the companies for,” says Martin Lachter, research program leader for Consumer Reports’ survey research unit.

Lachter recommends looking at the full picture when selecting a car insurance company, considering the costs and benefits, as represented in the Overall Score in our ratings. 

Below, we present survey insights into who is filing claims, and digital members will see a ranking of the car companies based on claims satisfaction.