According to AIR Worldwide, recovering from last October’s Hurricane Matthew could cost as much as $8.8B — but are families and homeowners along the East Coast from North Carolina to Florida getting all the help that they need?

We conducted a real-time study of homeowner experiences with their homeowner insurance companies to help answer this important question. Here’s what we learned:

Winner for Home & Auto Insurance Coverage and Claims: USAA

Overall, USAA had the highest score across all impacted states. Homeowners repeatedly mentioned the professionalism and ability of USAA representatives to remain patient while answering their questions resulting in the highest customer satisfaction scores. In addition, many were pleased with their claim payout and handling experience.

Many USAA customers felt strongly that the company “cared about people, and stands by their customer.” For many of the respondents, it was their first time submitting a claim. They reported that the claim process was simple, and often their claim payment was well ahead of many of their neighbors with different insurance companies.

Notable Mentions: Farm Bureau Financial Services

Farm Bureau Financial Services had some of the highest scores for both renewal rates and Net Promoter Scores (would you recommend). Nearly all customers who bought their Farm Bureau coverage purchased from an agent that was very helpful in their guiding them to their needs as well as helping during the claims submission and handling process.

Improvements Needed: Liberty Mutual & Nationwide

While both Liberty Mutual and Nationwide had average to above average scores across the entire storm’s path we did see several regions where customers were frustrated by the customer service received.

Liberty Mutual struggled with some of the lowest service scores along the coast of Georgia. In many cases, the adjusters were very slow to arrive on scene and capture the necessary notes for filing a claim. Inadequate attention to detail was given to claims, even in cases where the homeowner supplied pictures, reports and before/after images to help demonstrate the property’s condition prior to the storm. Some were even asked to meet with a second claims adjuster and restart the entire filing process all over again.

Unfortunately, Liberty Mutual customers from Georgia had the slowest payouts relative to any other state impacted by the storm.

Like Liberty Mutual in Georgia, Nationwide struggled in North Carolina. In addition to below average customer service, many Nationwide policyholders reported their water damage claims were denied. Some were even told over the phone that they could expect a settlement in the next 1–2 weeks, but when they called back after not receiving a settlement check, there was no record of any settlement discussed with the client. Others are worried that their premiums are going to continue to rise exponentially because they live in a flood plain and are being forced off the policy.

Overall Conclusion

Those who filed a claim had a 10–15% lower overall service rating across all states. In addition, nearly 30% would not consider renewing their policy as a result of their service experience.

Unfortunately, natural disasters — whether they are major hurricanes, snowstorms or earthquakes — will continue to effect communities across America. Having the right insurance coverage could make a huge difference in time and money. To ensure you’re covered when you need it the most, join the community at Clearsurance.

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