Insurers rated 4 stars or more on Trustpilot reply to 48% of their recent reviews, five times the 9.6% reply rate of insurers rated below 3. Most insurers are in the second group: 73% score below 3 stars.
Analysis of 59 insurers and 4,754 recent Trustpilot reviews · Trustpilot company pages, September 2026
Key Findings
- 1.Insurers rated 4 stars or more on Trustpilot reply to 48% of their recent reviews on average, five times the 9.6% of insurers rated below 3.
- 2.73% of insurers on Trustpilot have a TrustScore below 3 stars, and the average insurer scores 2.19 out of 5.
- 3.69.2% of recent Trustpilot reviews of insurers are 1-star, and insurers reply to 21.2% of them, more than the 13.2% reply rate of banks.
- 4.Kin Insurance is the highest-rated insurer on Trustpilot at 4.9 stars, followed by The General at 4.7 on 143,385 reviews and NJM Insurance Group at 4.6.
- 5.13 of 59 insurers on Trustpilot score 4 stars or more, including Allianz Partners USA at 4.1 on 201,549 reviews.
Summary
A roof is damaged in a storm, the claim drags on for weeks, and the adjuster stops returning calls. The policyholder goes online to warn others, and the insurer's Trustpilot page gains another 1-star review. The next person shopping for a policy reads it before asking for a quote.
For an insurer, that page is a live record of its claims service, the moment customers care about most. A score of 4 stars tells a shopper that claims get paid; a score near 1 with unanswered complaints tells them to look elsewhere.
Most insurers sit at the low end: 73% score below 3 stars, including several large health insurers, and 69.2% of recent reviews are 1-star. Yet 13 insurers score 4 or more, and they behave differently. Top-rated insurers reply to 48% of recent reviews on average, five times the 9.6% of low scorers.
What we measured
On September 23, 2026 we looked up, on Trustpilot, the websites that appear most often in US Google search results across 27,000 common searches, and grouped them by industry. 59 were insurers with a TrustScore. For each we recorded the TrustScore and the number of reviews, and looked at up to 100 of the most recent public reviews on its Trustpilot page, 4,754 reviews in all, to measure star ratings and company replies.
A TrustScore is Trustpilot's overall rating for a company, from 1 to 5 stars. The 1-star share is the percentage of recent reviews that gave 1 star. An insurer's reply rate is the percentage of its recent reviews with a public reply from the company, and the group figures are the average of those rates across the insurers in each group.
Top-rated insurers reply five times as often
Insurers rated 4 or higher reply to 48% of their recent reviews on average, against 9.6% for insurers rated below 3. NJM Insurance Group replies to 98% of recent reviews, Amica Insurance and Chubb to all of them, Lemonade to 91% and Kin Insurance to 84%.
Replying alone does not lift a score, as the data shows. Several insurers rated 1.2 to 1.3 reply to 85% or more of their recent reviews and still sit near the floor. What sets the top group apart is replying together with a large flow of reviews from satisfied customers.
Most insurers score below 3 stars
43 of the 59 insurers score below 3, and the average TrustScore is 2.19. A long list of well-known health and auto insurers sits at 1.2. Trustpilot reviews of insurers lean heavily toward complaints: 69.2% of recent reviews are 1-star.
Insurance is a product customers use mainly when something has gone wrong, and a claim is where disappointment turns into a review. Insurers reply to 21.2% of recent reviews, more than banks at 13.2%, but most complaints still go unanswered.
Thirteen insurers score 4 stars or more
13 insurers score 4 or higher. Kin Insurance leads at 4.9, The General scores 4.7 on 143,385 reviews and NJM Insurance Group 4.6. Several of the top scorers have very large review counts, such as Allianz Partners USA with 201,549 reviews at 4.1, so a high score is not limited to small profiles.
Source: Suff Digital analysis of 59 insurers and 4,754 recent Trustpilot reviews · Trustpilot company pages, September 2026
| Insurer | TrustScore | Trustpilot reviews | Reply rate |
|---|---|---|---|
| Kin Insurance | 4.9 | 8,397 | 84% |
| The General | 4.7 | 143,385 | 1% |
| NJM Insurance Group | 4.6 | 17,097 | 98% |
| Amica Insurance | 4.5 | 7,278 | 100% |
| TruStage Insurance Agency | 4.5 | 11,473 | 40% |
| Fidelity Life Association | 4.5 | 1,652 | 35% |
| Dairyland Insurance | 4.4 | 10,334 | 2% |
| Mercury Insurance | 4.4 | 450 | 25% |
| Lemonade | 4.2 | 7,080 | 91% |
| Chubb (European Region) | 4.2 | 3,382 | 100% |
| Liberty Mutual | 4.2 | 3,738 | 8% |
| Allianz Partners USA | 4.1 | 201,549 | 11% |
| ERGO NEXT | 4.1 | 1,423 | 31% |
Two routes lead to the top. Some insurers, like NJM, Amica and Lemonade, reply to nearly everything. Others, like The General and Dairyland, reply rarely but have large volumes of reviews behind their high scores.
What this means for insurers
Ask for reviews at good moments. A paid claim, a smooth renewal or a quick policy change are the times a customer is most likely to say something positive, and inviting a review then balances a page that otherwise fills with claim disputes. The General, at 4.7 stars on 143,385 reviews, shows what a large base of ordinary customer reviews does to a score.
Reply to every review, and make the reply useful. Replies help show care but do not fix a score by themselves, as the data shows, so pair each one with a real route to resolution: a named contact, a claim reference process and a follow-up.
Track your score, 1-star share and reply rate monthly against the 2.19 industry average. Our reputation management services team runs review invitation and reply programs for insurers.
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<p style="font:14px/1.5 system-ui,sans-serif">Source: <a href="https://www.suffdigital.com/resources/data-studies/insurers-trustpilot-scores">Top-Rated Insurers on Trustpilot Reply to 48% of Reviews vs 9.6% for Low Scorers - Suff Digital</a></p>
Cite this study
Suff Digital. (2026). Top-Rated Insurers on Trustpilot Reply to 48% of Reviews vs 9.6% for Low Scorers. https://www.suffdigital.com/resources/data-studies/insurers-trustpilot-scores
Top-Rated Insurers on Trustpilot Reply to 48% of Reviews vs 9.6% for Low Scorers - Suff Digital - https://www.suffdigital.com/resources/data-studies/insurers-trustpilot-scores
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