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Factors Used in Car Insurance Ratings

When computing insurers' ratings, evaluators use a series of indicators. Here are the main factors used in car insurance ratings.

Policy offerings

This is the main factor used in rating car insurance companies. The more varied the range of offerings is, the higher the indicator gets. This is what can differentiate a niche insurer from a general one. Niche insurers focus on a narrow niche, such as rental reimbursements or roadside assistance, while generalists offer any policy you can think of.

While regular consumers should go for the widest range possible, there are cases where you would be interested in only a certain policy type. There are, for example, companies that specialize in roadside assistance and can offer great rates if you own a fleet but will not work with you if you only want to insure one car.


Pricing is an obvious factor taken into account when rating car insurance companies. Since no two drivers are the same, the pricing indicator shown by reviewers should only be regarded as a ballpark factor. When choosing a new insurer, you are highly recommended to analyze the top few companies and compare the offers rather than the cheapest according to the review.

Billing process

The billing and payment process also carries an important role in rating an insurance company. The indicator reflects whether or not the bills are clear, accurate and arrive on time.

Customer satisfaction regarding the billing process is also influenced by the payment methods available. More and more people switch from the old check in the mail method to paying online directly from their bank account. Some prefer to sign automated debit agreements with their banks (EFT payments), while others would rather use their credit cards. The more payment options an insurer offers, the better it will score.

Customer support

It is of utmost importance that customers are able to contact the insurer's support department with ease, at any time of day or night. The more contact options, the better. A solid support scheme should let the customer contact:

  • a local agent, since some people prefer to interact in person rather than over the phone or Internet;
  • a call center with a toll-free number;
  • an automated phone system where customers can learn various information without being put through to a live assistant;
  • a contact interface on the company's website, where customers can send in "support tickets" and also talk to a live representative.

An added plus is if customers get a dedicated sales representative. A lot of people like to hear the same voice on the phone when calling in for various problems – it gives them the feeling that the company is involved at a more personal level.

From a customer point of view, it's hard to say which of the above factors weighs more in the decision making process. You should first define your priorities – like what's more important to you, a straightforward billing process or a great customer support – and then decide accordingly.

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