798778Note: Included in the study but not ranked due to sample size are Allstate, Promutuel, SSQ Gen...

1. J.D. Power Reports: One in 10 Canadian Customers Switch
Auto Insurance Carriers
798
778
Note: Included in the study but not ranked due to sample size are Allstate, Promutuel, SSQ General
and Wawanesa.
4
2
747
2 - The rest
729
3
750
5 - Among the best
Ontario Average
Co-operators
3
Intact Insurance
3
Co-operators
Â
The study, now in its seventh year, measures insurance customer experiences with their primary
auto insurer in Canada. Customer satisfaction is measured across five factors (in order of
importance): interaction; price; policy offerings; billing and payment; and claims. Insurers are
ranked in three provinces: Ontario, Alberta and Quebec.
4

2. Across the three provinces in the study, overall customer satisfaction drops to 758 in 2014 from 766
in 2013. Declines in satisfaction with claims (-29 points), interaction (-13) and billing and payment (-
12) account for the majority of the year-over-year drop. Price is the only factor in which satisfaction
improves.
Allstate
Intact Insurance
748
3
L'Union Canadienne
3
778
Customer satisfaction in Alberta averages 744, down 3 points from 2013. Co-operators ranks highest
in customer satisfaction in Alberta with a score of 782. Alberta Motor Association ranks second
(770), followed by Johnson Insurance (754).
www.mhfi.com
734
837
Aviva Insurance
Johnson Insurance
5
821
3
Aviva Insurance
J.D. Power.com Power Circle RatingsTM
Price, historically a key differentiator among insurance companies, is having less impact on overall
customer satisfaction. Price satisfaction is highest in Quebec, primarily because the government
insures against injuries to people, thus bodily injury coverage is not required for vehicle owners,
keeping premiums lower than in other provinces. In Ontario, auto insurance is regulated by the
Financial Services Commission of Ontario, which in 2013 implemented its Auto Insurance Cost and
Rate Reduction Strategy, contributing to an increase in price satisfaction of 6 points (on a 1,000-
point scale).

3. Â
3
Alberta Average
4
794
RSA
Â
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5
La Capitale
746
3
5
The average growth rate among all insurers included in the study is 4 per cent. The largest growth
rate is 24 per cent, while the largest attrition rate is 11 per cent.
3
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3
Industrial Alliance
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The Personal
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For Consumers
Wawanesa
3
Quebec Average

4. CAA Insurance Company
Customer satisfaction in Quebec improves 2 points in 2014 to 804. In Quebec, The Personal ranks
highest for a second consecutive year, with a score of 837. La Capitale ranks second (821) and
Desjardins General Insurance (805) third.
KEY FINDINGS
J.D. Power.com Power Circle RatingsTM
Â
784
793
3
TD Insurance
TORONTO--(BUSINESS WIRE)--One in five auto insurance customers in Canada have shopped for a
new insurer in the past 12 months and 9 per cent have switched, according to the J.D. Power 2014
Canadian Auto Insurance Satisfaction StudySM released today.
749
Ontario
Â
3
Alberta
Belairdirect
Quebec
The 2014 Canadian Auto Insurance Satisfaction Study is based on responses from nearly 9,910 auto
insurance policyholders. The study was fielded in January and February 2014.
Overall Customer Satisfaction Index Scores
4
4
767
National Bank Insurance

5. 749
Â
3
2
744
Overall Customer Satisfaction Index Scores
Once an insurer wins a new customer, every touch point they have with that customer is crucial and
can be the difference between a loyal customer and a defector. Study findings show that the three
most critical touch points are the annual or semi-annual renewal notice; when a customer contacts
their insurer for non-claims-related reasons (62 per cent of customers have contacted their insurer
either directly or through an agent in the past 12 months regarding a non-claim-related issue); and
when a customer files a claim (12 per cent of customers filed an auto claim in the past year).
Regional Rankings
804
734
Â
3
Gore Mutual
(Based on a 1,000-point scale)
TD Insurance
736
Economical Insurance
752
800
Customer satisfaction in Ontario averages 749, down 7 points from 2013. Belairdirect (784) ranks
highest in Ontario, followed by CAA Insurance Company (778) and State Farm (773).
3
740
Â

6. Â
725
About J.D. Power and Advertising/Promotional Rules
http://www.jdpower.com/about-us/press-release-info
782
3 - About average
(Based on a 1,000-point scale)
2
4 - Better than most
Intact Insurance
About McGraw Hill Financial
(Based on a 1,000-point scale)
Wawanesa
740
Ultimately, each insurance company conquests less than an average of 1 per cent of customers
shopping for a new insurance policy. Brand awareness limits most carriers' ability to attract
shoppers, as they typically limit their search to an average of only 1.5 quotes.
RBC Insurance
For Consumers
Johnson Insurance
Alberta Motor Association
805
"Even the largest national insurance companies have limited awareness," said Jeremy Bowler, senior
director of the insurance practice at J.D. Power. "Some of the big carriers may be well-known in one
city or province, but have little or no awareness outside of that market. To grow their business, they
need to build brand awareness, which traditionally requires significant advertising investment."
Power Circle Ratings Legend
753

7. Â
773
State Farm
747
745
Â
For Consumers
2
Note: Included in the study but not ranked due to sample size are Allstate, Canadian Direct,
Dominion of Canada, Economical Insurance, RBC Insurance and State Farm.
Belairdirect
719
TD Insurance
754
801
J.D. Power.com Power Circle RatingsTM
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Â
Â
4
Study Rankings
Desjardins General Insurance
Overall Customer Satisfaction Index Scores
Dominion of Canada
2
Desjardins General Insurance

8. 3
2
Â
777
3
3
Â
3
763
3
5
Grey Power
770
Aviva Insurance
Â
The Personal
Note: Included in the study but not ranked due to sample size are Primmum and Zenith Insurance.
2