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Company Satisfaction Index

Insurance Agents & Brokers conducts an annual survey of its member agencies in Delaware, Maryland and Pennsylvania to determine their satisfaction level with the carriers with which their agencies do business. IA&B has been collecting and sharing members’ opinions with both carriers and agents since 2004.

The survey asks members to share their opinions based upon four key categories of their carrier relationships:

  • Products, Pricing & Underwriting
  • Policy Service & Claims
  • Agency/Company Relationship
  • Technology

The report also differentiates the carriers based upon direct premium written (DPW) and the number of states in their footprint. Carriers are divided into one of four groupings:

  • Regional carriers operating in 1-10 states with less than $100 million in DPW (R I)
  • Regional carriers operating in 1-10 states with more than $100 million in DPW (R II)
  • Super regional carriers operating in 11 to 34 states (SR)
  • National carriers operating in 35 or more states (N)

IA&B has an interactive, online tool which allows agents to sort the results based upon carrier ranking or by any of the four key categories. The online tool also allows provides a side-by-side comparison of carriers and an in-depth examination of each carrier’s individual results by question.

The Company Satisfaction Index is part of IA&B's ongoing work in agency-company relations. The CSI intends to provide benchmark rating by producing an overall company rating and a specific breakdown in the four categories that are of key importance to IA&B members.

The survey is used as a tool, to facilitate dialogue between agents and their carriers and between IA&B and its carrier partners. Although the CSI can be used in many ways, agents use it primarily as a benchmarking tool. The survey results could also be used by an agency seeking a new carrier to utilize the benchmark for the interview process.

For more information on the CSI, choose your home state:

Not an IA&B Member or Carrier Partner?

This resource is only available to IA&B members and carrier partners.