Insurers that rate on service Silver

Auto and home insurance are vital services that you hope you never have to use. Working with an insurer that can efficiently process claims and has knowledgeable representatives who are quick to respond helps offset the inconvenience that comes with dealing with home or car repairs.

Here are our top auto and homeowners insurers based on service and digital tools:

Gold

Farmers Insurance takes the top spot in our ranking of insurers, thanks in large part to an exceptionally low number of complaints relative to the company’s share of the market. Complaint volumes were especially small for homeowners insurance policyholders. Farmers did not score quite as high overall in our survey as Geico or USAA, but it earned a good rating and got high marks for agents’ knowledge and availability.

When we called the company posing as a potential new customer, agents provided thorough answers to our questions. The mobile app includes many features that customers have come to expect from major insurers, including the ability to view coverages and deductibles; make payments; pull up digital versions of auto insurance ID cards; file claims and submit photos of damage to your home or car; and find contact information for your agent.

Geico is owned by Warren Buffett’s Berkshire Hathaway and is one of the country’s largest auto insurers. It doesn’t write homeowners policies, but you can buy home insurance through Geico’s agency and get a discount for bundling it with auto insurance. Its agents proved helpful when we called to pose a few questions as a potential new customer. Complaints about Geico to insurance regulators were below the expected level based on the company’s market share.

Geico’s mobile app is a highlight and helps boost the company to the top of our digital ranking among insurers. The app is attractive and easy to navigate, and it hosts an appealing array of features, from digital insurance ID cards to claim filing and tracking to a tool that provides an estimate of vehicle damage based on photos you submit. It also has a gas station locator to steer you to the cheapest gas nearby.

Bronze

USAA, which offers insurance to military service members and their families, posted a close third-place finish. It scored the highest among respondents in our survey and maintained a decently small number of complaints relative to its market share, though not low enough to push the company to the top of the overall ranking. Respondents were highly satisfied with USAA’s digital capabilities, and its mobile app is easy to use and runs the gamut of features, including digital auto insurance ID cards, access to policy details and multiple avenues to contact customer service.