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Amica Mutual Insurance Ranks Highest in Insurance Satisfaction Study

27 September 2000

Amica Mutual Insurance Ranks Highest in National Auto Insurance Customer Satisfaction Study
        J.D. Power and Associates Study Ranks Amica as Industry Leader

    LINCOLN, R.I., Sept. 26 Continuing to set the industry
standard in customer satisfaction, Amica Mutual Insurance Company announced
today that the company has earned the highest ranking in the J.D. Power and
Associates Inaugural National Auto Insurance Customer Satisfaction Study.
Scoring a 909 out of 1000 in the study, Amica was noted for the company's
excellence in service, billing and handling claims.
    "We believe that this designation reflects our customer-driven business
philosophy," stated Thomas A. Taylor, President and Chief Executive Officer of
Amica. "Our obligation to policyholders is to provide efficient and reliable
service, and, most important, to build personalized relationships with each
individual we serve. Recognition from our valued policyholders is the greatest
success we can achieve."
    The study, based on responses from more than 13,000 U.S. auto insurance
policyholders, revealed that customer satisfaction is driven by the carrier's
ability to fulfill its commitments made at the time of purchase, provide
ongoing support and guidance and offer fair billing practices and competitive
prices.
    Mr. Taylor added, "Amica's commitment can be summed up in our Golden Rule
philosophy in servicing policyholders and is the reason our company boasts a
95 percent customer retention rate -- one of the highest in the industry."