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State Farm drops in Oregon shop survey

Tuesday, August 19, 2014 - 07:00
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State Farm may still be the largest auto insurer in Oregon, but it’s no longer the best, according to the latest survey of Oregon collision repair shops.

The survey by the Northwest Automotive Trades Association (NATA) asked shops to grade the Top 20 auto insurers in the state in terms of how well each company’s “policies, attitude and payment practices ensure quality repairs and customer service for Oregon motorists.”

This was the eighth time the association has conducted such a survey since 2004, and State Farm had topped the list each time, finishing last year with a solid B+ grade. But in a year in which State Farm required its “Select Service” shops in Oregon to use PartsTrader, shops dropped the insurer’s mark by a full grade to C+, putting it in fourth place in the survey, virtually tied with Progressive, California Casualty and other insurers. Multiple shops commented on PartsTrader as the reason for giving the insurer a low (or lower than in past years) grade.

Two smaller Northwest-based auto insurers continue to be among the best at taking care of their customers after an accident, according to shops. Oregon Mutual’s grade slipped a bit from a B+ last year to a B this year, but that was still good enough to share the top spot with Mutual of Enumclaw. Both companies have consistently been among the top four insurers in the survey every year. Shops in this year’s survey commented that the two are “excellent to work with” and “take care of their customers.” In terms of market share in Oregon, Mutual of Enumclaw and Oregon Mutual are ranked 12th and 13th, respectively.

USAA nudged up from a C+ to a B- this year, jumping from sixth place to third, its best showing ever in the survey. “They really care about their customers,” one shop noted.

Farmers Insurance was the only insurer to receive a D+ this year, keeping it at the bottom of the rankings for the third year in a row.

2014 Insurer Report Card

What grade do Oregon collision repair shops give auto insurers in terms of how their “policies, attitude and payment practices ensure quality repairs and customer service for Oregon motorists.”

Insurer

Overall Grade* (followed by grade in 2013) Non-DRP Shops ** DRP Shops
Oregon Mutual B  (B+) B A-
Mutual of Enumclaw B  (B) B- A-
USAA B-  (C+) C+ A-
State Farm C+  (B+) C B-
Progressive C+  (C+) C+ n/a
California Casualty C+  (C+) C A
Kemper/Unitrin C+  (C+) C B+
The Hartford C+  (C+) C B-
Ameriprise C  (C+) C B-
American Commerce Insur. C  (C+) C B-
Country Companies C  (C+) C+ n/a
Liberty Mutual C  (C) C n/a
Nationwide C  (C) C n/a
Safeco/North Pacific C  (C-) C n/a
Travelers C  (B-) C B-
GEICO C  (C-) C- n/a
American Family C-  (C) C- C+
Allstate C-  (C) C- B-
Esurance C-  (C) C- B-
Farmers Insurance D+  (D+) D+

C

n/a = Insufficient responses from shops in the DRP to assign a grade.
* Based on responses from all shops.
**Based only on responses from shops participating in (or not participating in) that insurer’s DRP.

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