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The Claim Satisfaction Guarantee (CSG) provided on every standard auto policy allows dissatisfied customers to request a credit equal to the current six-month policy premium for the vehicle involved in the covered loss. It is provided on every Standard Auto policy in all states except for AK, CA, FL, HI, MD, NC, ND and NH. CSG applies to non-standard auto in Minnesota and Texas, and it is titled "Claim Satisfaction Commitment" in Vermont. Since CSG requests submitted and approved have declined and it is no longer emphasized in marketing initiatives or producing a measurable impact on written business, CSG will no longer be available on policies effective June 1, 2023, as stated in policy language. All current policies include the verbiage, “This endorsement will not apply to your policy for any policy periods effective June 1, 2023 or after.”
Please be sure to refer to the FAQs for additional information and remove references to the Claim Satisfaction Guarantee from your sales and service talk paths and customer communications. Optional talk paths are available to assist you in customer conversations about the removal of CSG.
The removal of CSG is not a reaction to the claim experience. We’ll continue supporting our customers with an exceptional claims experience. By no longer offering this rarely-used feature, we are streamlining the auto policy and helping reduce operating expenses.
Contact us
For questions regarding Claim Satisfaction Guarantee, contact (800) 714-5601.
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