Citizens Insurance

Finance & Insurance • United Stateswww.hanover.com/autoreform

Review data last updated August 10, 2026.

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Based on public reviews and response behavior.

Overall Score

60/100

+12.7 vs. last month4.63 ★ average rating · 600 reviews

Competitive Performance Rank

Among fully-analyzed Finance & Insurance companies

#141of 373

Top 38% · Upper Half

#1 (best)#373 (worst)

#139Peer

#140Peer

#141This company

#142Peer

#143Peer

Overall Customer Sentiment

Above Average

66% of reviews positive, 32% negative

66%

positive

Positive66%
Neutral2%
Negative32%

Sentiment Balance

Covering September 2024 — 25 reviews, not the company's full review history.

Positive sentiment

Neutral sentiment

Negative sentiment

—

positive

Positive—
Neutral—
Negative—

Takeaway: Positive sentiment accounts for 76% of reviews in this period, with 24% negative and 0% neutral.

Sentiment Trend Over Time

Reviews (Count)

Showing 600 reviews across the months with enough data to chart reliably (min 3/month), most recent: September 2024.

Sentiment has been holding steady over the period shown.

Theme Distribution

Share of theme mentions

Customer Support

27.3%

Loyalty

14.6%

Product Quality

14.1%

Response Speed

10.1%

Onboarding

9.8%

Most feedback concerns Customer Support.

The most common complaint theme is Communication, making up 6.7% of all theme mentions.

Churn Signal Score

Rule-based: negative-review share, churn-intent phrases, and sentiment movement over time.

MEDIUM43/100

43/100

signal score

•Built from a negative-review share of 35.3% across this company's analyzed reviews.
•4 reviews contain phrases that signal intent to leave, such as cancelling or switching provider.
•The share of negative reviews has held steady over time, so the trend doesn't move the score.

Reviewer Breakdown

Star split and recent-versus-earlier sentiment.

4.6avg rating

5★

87.7%

4★

4.0%

3★

0.0%

2★

0.3%

1★

8.0%

Based on 600 analyzed reviews. Sentiment is holding steady: 93.7% of reviews in the last three months were positive, compared with 93.4% in the three months before that.

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