---

Survey States That Nearly All Are Satisfied With Their Insurance

7 September 2000

IRC Survey States That Nearly All Consumers Are Satisfied With Their Homeowners or Auto Insurance Companies

    MALVERN, Pa., Sept. 7 Almost all respondents to a recent
Insurance Research Council (IRC) survey of U.S. households said that they are
satisfied with their personal property insurance companies.  Ninety-seven
percent of the respondents who were asked about homeowners insurance said that
they were satisfied.  Ninety-six percent of those asked about auto insurance
said that they were satisfied.
    The percentage of satisfied consumers has increased since 1995, when
92 percent of respondents said that they were very or fairly satisfied with
their homeowners insurers and 88 percent said that they were very or fairly
satisfied with their auto insurers.  In 2000, 70 percent of respondents with
homeowners policies were very satisfied, compared to 61 percent in 1995.
Nearly two-thirds (62 percent) of those asked about auto insurance in 2000
said that they were very satisfied, compared to just 44 percent in 1995.
    "While consumer satisfaction with many industries has declined in recent
years, Americans are pleased with developments in the personal property
insurance market," said Elizabeth A. Sprinkel, senior vice president, who
heads the IRC.  "Improved customer service, such as 24-hour call centers, and
lower auto insurance costs have undoubtedly contributed to this increase in
consumer satisfaction."
    The results contained in IRC's recently released report, Public Attitude
Monitor 2000, Issue 2, were based on a survey conducted by Roper Starch
Worldwide.  The survey consisted of in-home interviews with 1,996 men and
women 18 years old and older.  Survey participants were selected to be
representative of the population of the continental U.S.  The survey also
addressed general insurance knowledge, attitudes towards banks and insurance,
and opinions of primary seat belt enforcement and red light cameras.