CONNECT insurance review 2024
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At a glance
Bankrate's take
Policyholders looking for flexible coverage for their car or home at a reasonable price may want to consider CONNECT, powered by American Family, as their company of choice.
- Rated highly by J.D. Power in the regions CONNECT was included
- Parent company, American Family, is highly rated for both J.D. Powers auto and home claims satisfaction studies
- Offers a wide range of home and auto discounts
- CONNECT’s insurance products are not available nationwide
New
CONNECT, powered by American Family was launched in 2020 when Ameriprise Auto & Home Insurance was purchased by American Family and re-branded under the new name. CONNECT was created to sell homeowners, auto, renters, umbrella and some specialty insurance lines primarily through strategic partnerships — the largest of these is with Costco, which sells CONNECT insurance to its club members.
We want to know what you think about CONNECT
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CONNECT car insurance review
CONNECT, powered by American Family car insurance, may be an option for drivers who want access to additional benefits within certain car insurance coverage types. For example, CONNECT’s comprehensive coverage comes with stolen key expense coverage that will replace your car’s locks if the keys to the vehicle are stolen. If the cost of the replacement locks is less than $250, there is no deductible requirement. CONNECT car insurance also offers accident travel expense coverage that pays for travel or accommodation if you are more than 100 miles from home and your car is not drivable.
These options allow you to personalize your standard CONNECT car insurance policy. CONNECT even offers gap insurance and new car replacement insurance for drivers who want additional protection for their new vehicles, as well as roadside assistance.
Pros and cons of CONNECT car insurance
When shopping around for the best car insurance, narrowing down your list of carriers is part of the process. This summary of CONNECT car insurance’s pros and cons could help you easily compare with other car insurance carriers.
Pros
- Comprehensive coverage comes with stolen key expense coverage
- Gap and new car replacement insurance options available
- Underwritten by American Family, which scored above average in the 2023 J.D. Power U.S. Auto Claims Satisfaction Study
Cons
- Car insurance not available in all states
- Scores slightly below average in the J.D. Power U.S. Insurance Digital Experience Study for service, indicating it might not be as strong for customer who want to manage their policy online
- Policies primarily available to Costco members
CONNECT car insurance cost
While CONNECT’s average car insurance rates are unavailable, knowing national average figures could help when it comes to analyzing your personal CONNECT quote. The average cost of car insurance in the U.S. is $2,278 per year for full coverage and $621 per year for minimum coverage. Your rates may vary depending on where you live, the car you drive, your coverage choices and more. Reaching out to a CONNECT agent for a car insurance quote is the best way to understand how much you might pay for car insurance with the company.
Customer satisfaction
Evaluating insurance companies based on customer satisfaction will help give an idea of what the customer experience might be like. Consulting J.D. Power, a third-party agency that annually conducts customer surveys about their experience with insurance companies, can help. Although CONNECT is not rated by J.D. Power, its parent company, American Family, is, and holds the top ranking for shopping in the 2023 Digital Experience Study. AM Best offers ratings based on a company's financial stability, with a high rating indicating a company has been able to historically meet its claims and other financial obligations. CONNECT’s rating indicates the company is very financially sound.
CONNECT auto claims satisfaction
CONNECT is only directly ranked by J.D. Power in the California region, where it ranked well above average in the 2023 J.D. Power U.S. Auto Insurance Study at 839/1,000. American Family ranked above average in every region it was ranked in for the study as well, except North Central. For claims satisfaction, American Family earned 882/1,000, which is above average for the industry as well, indicating that customers may be generally pleased with the service they receive.
CONNECT auto insurance customer complaints
Customer complaints are monitored by the NAIC, which publishes a complaint index to establish an industry baseline against which to measure the number and frequency of complaints made against an insurer. The industry average is indicated by a score of 1.0. Anything above this marks a company with more complaints than average, while a score of less than 1.0 indicates fewer than average complaints.
Although CONNECT by American Family’s complaint index shows more-than-average complaints received from 2021 to 2023. This may indicate that the company might need to improve its customer service and claims management.
CONNECT car insurance discounts
Car insurance could be an expensive part of every driver’s budget, but there are ways you may be able to lower the cost. When comparing car insurance companies, also consider the available discounts to help earn savings on car insurance. A few of CONNECT’s more unique potential discounts include:
- Garaging discount: If you park your car in a garage overnight in certain areas, you may qualify for this discount.
- Premier safety discount: To qualify for this discount, all drivers listed on the policy must maintain a clean driving record and must not have filed any claims within the last four years.
- Tenure discount: This discount may be earned after maintaining continuous coverage with CONNECT for a certain number of years.
- Vehicle safety discounts: You could earn extra discounts if your car has anti-lock brakes, air bags, automatic seatbelts and anti-theft devices.
CONNECT home insurance review
CONNECT home insurance allows homeowners to build fully personalized policies for their homes and cover unique risks with endorsements. After choosing policy limits for standard coverage, like dwelling and liability coverage, homeowners can choose to add other types of coverage, like earthquake coverage, scheduled personal property coverage, or mine subsidence insurance, which must be offered in some states.
As with its auto insurance, CONNECT home insurance is underwritten by American Family, the insurer’s parent company. American Family received a Bankrate Score of 3.2 out of 5, due in part to its coverage options and discount opportunities. It scored slightly below average in the 2023 J.D. Power U.S. Home Insurance Study, indicating that it could have some work to do to ensure policyholders are generally satisfied with its home insurance. CONNECT home insurance also does not have mobile app accessibility, which may be a drawback for customers who want to manage their policies on mobile.
Pros and cons of CONNECT homeowners insurance
When shopping for the best homeowners insurance, it’s important to consider the carrier as well as the product offerings. Here’s a rundown of the pros and cons of CONNECT homeowners insurance to help you see how it stacks up against other insurance companies when you are ready to compare home insurance quotes:
Pros
- Parent company American Family received the top spot in the 2023 J.D. Power U.S. Insurance Digital Experience Study in the shopping category
- Long list of potential discounts to help save on homeowners insurance
- Mine subsidence insurance offered in some states
Cons
- No mobile app available
- American Family home insurance may not be offered in all states
- Received more customer complaints than industry average based on its score on the National Association of Insurance Commissioners (NAIC) Complaint Index
CONNECT home insurance cost
Average rates for CONNECT home insurance policies are unavailable, so reaching out to an agent for a quote is the best way to receive an estimate of how much you might pay. As a baseline, it may help to know that the national average cost of homeowners insurance with $300,000 in dwelling coverage is $2,230, although your estimated premium may vary depending on where you live, the size of your home, selected coverage amounts and other factors.
CONNECT customer satisfaction
Understanding customer satisfaction scores from third-party agencies can offer valuable insights into an insurance company's service quality. While CONNECT itself might not be directly rated by J.D. Power, its parent company, American Family, has received notable recognition. These ratings can provide a glimpse into the potential customer experience with CONNECT. Additionally, financial stability ratings from agencies like AM Best assess a company's ability to meet its financial obligations, including claims. CONNECT’s A (Excellent) rating with AM Best suggests it is financially robust and able to back its commitments to policyholders.
CONNECT homeowners claims satisfaction
Parent company American Family earned 813 out of a possible 1,000 points in the 2023 J.D. Power U.S. Home Insurance Study, which is just slightly below average. The company fared better in J.D. Power’s claims satisfaction, however, taking fifth place out of 18 insurers, indicating customers are pleased with the service they receive related to home insurance claims.
CONNECT home insurance customer complaints
When evaluating an insurance company, it's beneficial to consider the NAIC homeowners complaint index, which provides insight into the volume of customer grievances relative to the company's size. This index, where a score of 1.0 represents the industry average, helps gauge whether a company receives more or fewer complaints than might be expected.
In reviewing CONNECT's performance through the lens of the NAIC complaint index over the past three years, there's a noticeable trend. In 2021 and 2022, the index for CONNECT stood just shy of 1.5, slightly above the industry average, indicating a marginally higher volume of customer complaints. However, 2023 marked a significant uptick in the index to 2.55, more than doubling the industry average and highlighting a notable increase in the number of customer complaints compared to CONNECT's size.
CONNECT home insurance discounts
Home insurance is a necessary expense for most homeowners, making affordability a key priority for those who want cheap home insurance. Some unique discounts on a CONNECT home insurance policy could include:
- Renovation discounts: Depending on the type of work done on your home and how recently it was completed, you may qualify for a discount on your CONNECT home insurance policy. Applicable renovations may include roof replacement, heating and cooling renovations, electrical renovations and plumbing renovations.
- Age of home discount: You may qualify for discounts on your home insurance policy if your home is newer.
- Claims-free discount: If you have not filed a claim within the last five years and live in certain states, you may qualify for this discount on your policy.
- Tenure discount: CONNECT also offers discounts to homeowners who continuously renew their policies with the company.
Compare CONNECT with other insurers
Although Bankrate’s CONNECT insurance review may highlight why this insurer is the right fit for some, others may need to know how it stacks up against competitors. If you’re unsure about CONNECT insurance or want to explore other options during the quoting process, consider these alternatives. *Note that J.D. Power scores reflect parent company American Family’s scores.
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Featured
Connect
Not scored
Bankrate scores primarily reflect a weighted rank of industry standard ratings for financial strength and customer experience, in addition to average quoted rates. A secondary assessment of each provider's online and mobile resources and policy management options also contributed to overall ratings
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Amica
4.6
Bankrate scores primarily reflect a weighted rank of industry standard ratings for financial strength and customer experience, in addition to average quoted rates. A secondary assessment of each provider's online and mobile resources and policy management options also contributed to overall ratings
Cost & ratings 4.4Coverage 5.0Support 4.4 |
Allstate
4.1
Bankrate scores primarily reflect a weighted rank of industry standard ratings for financial strength and customer experience, in addition to average quoted rates. A secondary assessment of each provider's online and mobile resources and policy management options also contributed to overall ratings
Cost & ratings 3.8Coverage 4.5Support 4.0 |
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OVERVIEW
Bankrate identified key carrier features, coverage offerings, discounts and more
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Policyholders looking for flexible coverage for their car or home at a reasonable price may want to consider Connect by American Family as their company of choice.
Read More
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Policyholders who value excellent customer service and robust coverage options, but don’t mind paying more for homeowners insurance, might consider Amica as their company of choice. To learn more, you can contact an agent or visit amica.com.
Read More
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Allstate offers home, auto and term life insurance, as well as an extensive list of financial products for nearly every life event and need. Additionally, there are many ways to handle your insurance needs with Allstate, whether it be over the phone, online or in person at a local agency.
Read More
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STANDOUT FEATURES
These features are some of the carrier’s most impressive
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Stolen key expense coverage
Numerous home and auto discounts
Offers umbrella insurance
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Robust online claim center
Dividend policies available
Loyalty discount available
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Multiple reward options
Strong mobile and online tools
Teen driving training program
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AVG FULL COV. AUTO RATE
Average national annual cost of a full coverage auto insurance policy
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| No rates available |
$2,832 |
$2,835 |
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J.D. POWER AUTO SCORE
J.D. Power’s Auto Claims Satisfaction Study assesses customer satisfaction with the claims experience on a 1,000-point scale
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| Not Scored |
909/1000 |
889/1000 |
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AVG HOME RATE
Average national annual cost of a home insurance policy with $300K in dwelling coverage
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| No rates available |
$1,863 |
$1,959 |
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J.D. POWER HOME SCORE
J.D. Power’s Property Claims Satisfaction Study assesses customer satisfaction with the claims experience on a 1,000-point scale
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| Not Scored |
844/1000 |
809/1000 |
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AM BEST RATING
AM Best ratings assess companies’ financial strength based on historical ability to pay out claims, among other financial obligations
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| A(Excellent) |
A+(Superior) |
A+(Superior) |
Why you can trust Bankrate
Read our full methodologyOur insurance editorial team includes licensed agents with decades of combined experience, and we used our intimate knowledge of the industry to conduct this in-depth CONNECT insurance review.
46
years of industry expertise
122
carriers reviewed
34.5K
ZIP codes examined
1.2M
quotes analyzed
Is CONNECT a good insurance company?
Bankrate strives to provide honest, straightforward and helpful information about insurance companies to help our readers pick the best options for their needs (and budgets). We use our decades of combined industry experience to provide insights you may not find in other reviews.
CONNECT is an insurance company that offers a range of insurance products, including auto, home and umbrella insurance. The company strives to match customers with the products that most closely match their lifestyles. With the backing of American Family Insurance, CONNECT could be a good option for some policyholders. However, its limited state availability, lack of a strongly rated mobile app and inconsistent NAIC complaint index scores may be a drawback for some.
What are real-life customers saying about CONNECT?
To better understand the experiences of CONNECT policyholders, we've delved into firsthand accounts shared by real customers on platforms like Reddit and Trustpilot. These insights provide a glimpse into customers' interactions and experiences with CONNECT. It's important to remember that online reviews can vary widely and may not always represent the full spectrum of customer experiences. However, they can offer valuable perspectives for those considering CONNECT for their insurance needs. As we explore these reviews, keep in mind that individual experiences can differ, and what works well for one person might not be the ideal fit for another.
Reddit and Trustpilot reviews of CONNECT insurance reveal a spectrum of customer experiences. While some praise the competitive rates and responsive claims process, others express concerns over unexpected premium hikes and communication issues during policy renewal. Overall, these reviews highlight customers' mixed experiences, with some finding value in their policies and others facing challenges.
CONNECT company details
- Customer service phone number: 1-888-239-9953, from Monday to Friday 7 a.m. to 10 p.m., Saturday 8:30 a.m. to 7 p.m., Central time
- Customer service email: Existing customers can email servicepromise@connectbyamfam.com, while prospective customers can email customersfirst@connectbyamfam.com
- Claims: Claims can be filed online by logging into your account or by calling 1-800-872-5246
- Roadside assistance: 1-888-742-4572
State availability
CONNECT insurance is available in 44 states and Washington, D.C. The company does not operate in AK, LA, ME, ND, RI and WY
CONNECT tools and benefits
Home and auto insurance aren’t the only two insurance products that CONNECT offers. Here’s a sample of other policies customers may buy from CONNECT:
- Renters insurance: Renters can purchase a policy with coverage for their personal belongings, as well as liability and loss of use coverage.
- Condominium insurance: Condominium unit owners typically need coverage for the interior of their unit, which this policy type accounts for.
- Umbrella insurance: An umbrella policy can be useful if you want increased personal liability coverage for your auto and home policies that goes beyond the policy limit.
- Specialty insurance: This is coverage for your ATV, motorcycle, boat or other alternative methods of transportation, as well as flood insurance and coverage for rental properties.
- Business insurance: CONNECT offers commercial auto, commercial general liability and business owner policies (BOP) to small business owners.
Frequently asked questions about CONNECT
Methodology
Bankrate Scores
Our 2024 Bankrate Score considers variables our insurance editorial team determined impacts policyholders’ experiences with an insurance company. These rating factors include a robust assessment of each company’s product availability, financial strength ratings, online capabilities and customer and claims support accessibility. Each factor was added to a category, and these categories were weighted in a tiered approach to analyze how companies perform in key customer-impacting categories.
Each category was assigned a metric to determine performance, and the weighted sum adds up to a company’s total Bankrate Score — out of 5 points. Our scoring model provides a comprehensive view, indicating when companies excel across several key areas and highlight where they fall short.
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Cost & ratings 50%
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Coverage & savings 30%
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Support 20%
- Tier 1 (Cost & ratings): To determine how well auto and home insurance companies satisfy these priorities, 2023 quoted premiums from Quadrant Information Services (if available), as well as any of the latest third-party agency ratings from J.D. Power, AM Best, Demotech and the NAIC, were analyzed.
- Tier 2 (Coverage & savings): We assessed companies’ coverage options and availability to help policyholders find a provider that balances cost with coverage. Additionally, we evaluated each company’s discount options listed on its website.
- Tier 3 (Support): To encompass the many ways a home insurance company can support policyholders, we analyzed avenues of customer accessibility along with community support. This analysis incorporated additional financial strength ratings from S&P and Moody’s and factored a company’s corporate sustainability efforts.
Tier scores are unweighted to show the company's true score in each category out of a possible five points.
