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When you aim to purchase a new auto insurance policy, you typically look at the cost of the policy to determine if it’s the right one for you. This, coupled with the amount of coverage you’ve been offered, often make up the majority of any insurance-related purchase decision. While this makes sense, it’s also important to monitor the customer satisfaction ratings of the insurance companies that you work with.

Working with an insurance company that has bad customer service can effectively ruin the experience you have. While many insurance companies act ethically and honestly, it’s unavoidable that some insurers provide poor customer service. In this article, we’ll explore the importance of customer service in the insurance industry and how it can impact you as a policy holder.

What to Avoid

Instead of looking at what you should want in an insurance company, it’s better to take a look at what to avoid. There are a few red flags that should indicate to you to avoid certain companies. Below we will explore a few of them in more detail.

Slow Claims

If you’ve been in an accident, the last thing you want is a slow claims process. As your primary mode of transport, you can’t wait long for your car to be fixed. Ideally, your insurance company should have a fast claims process and a feature that provides rental cars for the time you’ll spend without your car.

Bad Hours

You should also want to work with an insurance company that has good hours of operation, otherwise it might take a while to submit your claim. Some large insurance companies have 24/7 claim portals that allow you to submit a claim any time of day. Fast claim submission increases your chances of a positive experience.

Lack of Claim Approval

Insurance companies are often looking to save money. This means that some will outright avoid your claim as much as possible. If you find an insurance company that has a track-record for denying legitmate claims, or using technicalities to escape claims, AVOID AT ALL COSTS.

Ensuring Customer Service

If you want to ensure that you will receive good customer service, it’s always important to check the reviews of the company that you’re planning on working with. Not doing so can result in you being blindsided when you make a claim.

Once you receive the quotes you’re looking for, take the most promising price points and begin the review process. Head to Consumer Affairs or the Better Business Bureau and start looking at what previous customers have thought of the insurance company. You want to work with a company that has a good rating – these consumer watchdog groups do a great job of providing you with the information you need to make the right decision.


Never underestimate the power of customer service when it comes to the insurance industry. You don’t want to work with an insurance provider that does not value your experience. Even if it means spending a bit more money, you should always factor customer service into your decision. If you choose the wrong insurance company, your policy could effectively be worthless.