Find the most reliable insurance company

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1. Visit your state's department of insurance Web site.

Although you may not be familiar with it due to lack of marketing, your state, and every state, has a department of insurance. Most departments have Web sites, and many publish "consumer complaint ratios" for all of the insurance companies that sell policies in their state. This ratio tells you how many complaints an insurance company received per 1,000 claims. All of the experts we interviewed recommended that consumers use complaint ratios as a resource before making a decision.

"Just because they're a big name doesn't mean that they'll be a 'good neighbor' or that you'll be 'in their hands,'" Heller noted. If you can't get complaint ratios for your state, he said that you can often get a good idea of how a company treats its customers by comparing the complaint ratios published by other states (this obviously shouldn't be the only deciding factor since a single insurance company often varies significantly from state to state — consistently favorable or unfavorable ratios may be revealing, though).

Another consideration: "High-risk insurers come out the worst [in the consumer complaint ratios]," said Brian Sullivan, a recognized insurance expert and editor of Auto Insurance Report, a weekly insurance industry publication. "Whenever you have a really big claim, it's more complicated.... And these companies tend to insure people who get into big accidents." Regardless, a high number of complaints should give you pause, even if the company is financially appealing.

Similarly, be sure to jot down those companies with favorable ratios. Howard's Web site provides links and contact information for every state's department of insurance.

Additionally, the department of insurance sites often provide basic rate comparison surveys. These can give you a rough idea of which insurers might interest you on a financial basis without the hassle of typing in all your personal information (as you must when you use one of the quote sites described above). This may be particularly useful if you're going to use the phone, rather than the Web, to shop.

2. Find out which companies body shops would recommend.

Howard offered another idea that you may never have considered: "Contact the local body shops of dealerships or others that you trust. See which companies they would recommend." You can compare the consumer complaint ratios with what the body shop managers say. Clearly, this kind of research is more time-consuming than simply finding the lowest premium rate, but if you have a claim, you want to make sure that your vehicle is repaired correctly and completely with minimal hassle and that OEM (original equipment manufacturer) parts are used.

Howard, who is involved in an effort to create guidelines for the use of aftermarket parts, said that consumers should avoid them for the time being. "Right now, these parts are so incredibly inferior. Body shop managers will tell you which insurers are pushing aftermarket parts." A March 12, 2001, I-CAN press release explains the protections consumers currently have in each state — it's rather fortuitous to live in Minnesota, the only state that prohibits insurers from requiring the use of aftermarket parts.

3. Consider working with an insurance agent.

It used to be that everyone purchased their auto insurance from an agent, but now, companies like Amica, Esurance, Geico and others allow you to purchase insurance directly — over the phone from a customer service representative or online. Still, many of the major players have preserved their national networks of local agents — even if you use State Farm's or Allstate's Web site, you will still be assigned a local agent. Before we delve further, you should be aware there are two kinds of agents: (1) the captive agent who represents only one insurance company (AAA, Allstate, State Farm, and the like); and (2) the independent agent, also known as a broker, who represents several insurance companies (for example, Erie and Progressive are both sold through independent agents) and therefore does not have a vested interest in selling you a policy from one particular company.

Experts say that consumers who sign on with agents generally have an advantage during the claims process. "The agent has a vested interest in you being happy," Sullivan said. "The claims representative has a general desire to keep you happy, but it's not the same."

Further, an agent can become familiar with your situation and guide you toward a suitable policy, Howard said. "Don't rule out direct providers, but my personal preference is to have an agent, preferably an independent agent, write your policy for you.... An independent agent would become aware of less advantageous conditions with one company [and help you move to another]. You can change carriers without changing your agent. I encourage consumers to develop a relationship with their agent."

The prospect of good working relations with an agent may help you to make a decision: When Heller purchased auto insurance for the first time, two insurers gave him similar quotes but he went for the slightly higher one because the agent had been highly recommended by a friend. "You shouldn't go direct without always checking out other options," he said. "[...But] never feel pressured by a broker or an agent. Take the time to talk with an agent or a broker as well as do your online research. You may not need an agent — you may find a better deal with a company that operates direct."

Independent agents may charge a fee for their services, but you may be able to negotiate. You should agree upon any fee in writing before making a purchase. Look for agents who are certified by Independent Insurance Agents of America (Big "I") or PIA (Professional Insurance Agents).

4. Check out the financial strength ratings for the companies that interest you.

Refer to the A.M. Best and Standard & Poor's ratings. Both companies publish financial strength ratings for all insurance companies — these "measure" an insurance company's ability to pay out a claim. The A.M. Best rating is expressed as a letter grade from A++ (the highest) to D. Some companies may be assigned ratings of E (indicating regulatory action regarding the company's solvency), F (in liquidation) and S (suspended). In any case, you should only work with companies that have at least a B+ rating.

The Standard & Poor's ratings range from AAA (the highest) to CC. Additionally, some companies receive ratings of R (under regulatory supervision) and NR, which means 'not rated'. The letter grades might be modified by a + or - mark. Consider only those companies that have at least a BBB rating. Insurance companies often provide this information on their Web sites, but if not, you can run a search at the A.M. Best and Standard & Poor's sites. Keep in mind that these ratings have nothing to do with the way an insurance company treats its customers.

5. Skim J.D. Power and Associates' auto insurance ratings.

Another basic resource is J.D. Power and Associates' auto insurance ratings. Two of the top insurers in the study, Amica and Erie, are also companies that Howard recommends: "Erie is sold by independent agents, who are very knowledgeable about the product. I like their claims handling approach. Almost all other companies look at a claim and find a way to not pay it. Erie and Amica will look at it and try to find a way to cover it."

6. Don't assume that affinity programs have your best interests at heart.

Sometimes auto insurers will team up with an auto manufacturer, union, trade association, or other entity to offer a select group of people insurance policies at a discounted rate — this is known as an "affinity program." For instance, Ford owners can get a special rate through The Hartford. Don't assume that such an insurance company will provide superior customer service — research these as rigorously as you would an unaffiliated company.

"You do get a bit of a premium break, but I would still say go to consumer complaint ratios at your state's department of insurance Web site," Howard advised. "It has been my experience that insurance companies that enter into third-party mass-marketing programs are lacking when it comes to service."

7. If insurers won't treat you right, contact your legislators.

It's not always easy to find affordable, reliable insurance, particularly if you don't make a lot of money and live in an urban area. Your state's legislators, of course, are the people who require you to purchase insurance in the first place (unless you live in New Hampshire, Tennessee or Wisconsin). Contact these officials if you can't find a policy that you can afford or if your current insurer has treated you unfairly during the claims process.

"Particularly for low-income consumers," Heller noted, "auto insurance is too expensive relative to their income to even think about.... We urge motorists to get some coverage but also to let their elected officials know that they're having trouble finding affordable insurance." Heller was the leading advocate behind the implementation of the Lifeline Auto Insurance Plan, a pilot program in California that makes affordable auto insurance available to low-income residents of Los Angeles and San Francisco counties (areas that typically have astronomical insurance rates) with good driving records. The program was possible only because "low-income motorists let lawmakers know that 80 percent of the people in their neighborhood were uninsured," he said.