Car Insurance: Good service not good rates wins


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A recently published study reports that satisfaction levels with Car Insurance companies has decreased from last year.

I’m sure one of the factors will be increasing premiums on policies but I did spot an interesting standout from this trend – the company with the best customer satisfaction score didn’t have the lowest rates. J.D. Power and Associates report that for the 11th consecutive year Amica Mutual Insurance was the standout insurer, beating the competition to rank highest for customer satisfaction. It was great to see that James Bussiere, the senior VP and superintendent of sales and client services for Amica, acclaimed this success to the importance of the organisations customer-focused philosophy:

“Amica never makes a change anywhere in the organization without asking, ‘How will this impact our customers? How will they be affected by this change?’ That truly drives the Amica experience,” Bussiere says. “When you call Amica, you’re speaking with an Amica employee.”

This is a great example of how an organisation can stand out from its competitors by offering not just a superior customer service, but a fully integrated customer-focused approach that puts the customer experience at the heart of everything.

Thanks to for the smashing image!

Republished with author's permission from original post.

Colin Shaw
Colin is an original pioneer of Customer Experience. LinkedIn has recognized Colin as one of the ‘World's Top 150 Business Influencers’ Colin is an official LinkedIn "Top Voice", with over 280,000 followers & 80,000 subscribed to his newsletter 'Why Customers Buy'. Colin's consulting company Beyond Philosophy, was recognized by the Financial Times as ‘one of the leading consultancies’. Colin is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 2% of podcasts.


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