Methodology for Best Home and Auto Insurance Awards

A survey of insurance brokerage customers, including Scoop Insurance and NFP, an Aon company, was conducted by Pollara Strategic Insights, Canada’s premier research project leader. The Best Home and Auto Insurance survey considers many factors to determine which insurer performs the best in each category. This includes:

• Overall company performance and customer satisfaction.
• Brand performance – product innovation, coverage options, trustworthiness, sustainability and environment-conscious decision making.
• Service performance – website transparency, claims filing process, rates and available discounts, value for premium charged, availability of online account management tools.
• Communication with customers – channels of communication used to contact the insurer, reasons for reaching out to the insurer, ease of use of customer app.

The Best Home and Auto Insurance Awards survey was completed between August 18, 2023, and September 18, 2023, using an online survey methodology.

A total sample size of 8,875 auto insurance customers in Ontario and Alberta – the two largest markets for private auto insurance in anglophone Canada – responded to the survey.

Margin of Error calculations were adjusted to reflect the total number of customer records available based on the population size. As part of the survey, it was observed that 860 respondents of the total sample size of 8,875 customers filed for an auto insurance claim in the past year. The survey does not report results of claims experience for insurers with a margin of error of ±11% or higher.

The actual distribution of responses closely matched NFP and Scoop’s customer distribution by age, gender and province. As such, Pollara Strategic Insights did not apply any weighting to overall results. Results specific to NFP and Scoop customers, which are not included in this report, are weighted by market, to represent the actual distribution of each market within the brokerage.

Some percentages reported may not add up to 100% due to round figures.

Review team  

The writers and editors behind our auto insurance reviews are insurance specialists who have had their work featured by or appear in leading publications in Canada.

Each writer and editor working on this survey report follows RATESDOTCA’s strict editorial guidelines for integrity and accuracy.

In addition to auto insurance, the team covers home insurance, mortgage, personal finance and travel insurance.