As insurance costs continue to soar, many consumers are voicing frustration over State Farm’s direction as a company. Once celebrated for its customer-centric approach and neighborhood agents, State Farm has shifted its focus to expensive marketing campaigns and high-profile sponsorships—leaving long-term customers wondering if they’re still valued. From flashy commercials featuring NFL stars to stadium sponsorships like Arizona Cardinals’ State Farm Stadium, it seems like State Farm’s priorities have shifted away from the everyday customer.
At Six Star Review, we assess companies based on Quality, Value, Price, Customer Support, Ease of Use, and Durability. Unfortunately, State Farm’s performance leaves much to be desired. Here’s our breakdown:
Quality: 1/6 Stars
State Farm once prided itself on building personal relationships through its network of local agents. However, the “human touch” that made the company special appears to be a thing of the past. For example, helping loyal customers find creative ways to lower costs—like bundling discounts or exploring less obvious savings—is no longer a priority. Instead, policyholders are met with generic solutions and impersonal service that doesn’t reflect their long-standing loyalty.
Value: 1/6 Stars
Rising premiums with no added benefits have left customers feeling like they’re paying more for less. The value of an insurance provider lies in the trust and service it provides, but State Farm’s recent trajectory suggests otherwise. Flashy advertising campaigns might increase brand awareness, but they don’t enhance the experience for loyal customers who are footing the bill.
Price: 1/6 Stars
Many customers report double-digit rate increases year-over-year with little explanation. Worse, when they attempt to get answers, they’re often met with vague responses about “industry trends” or inflation. For families already stretched thin, these unexplained hikes are an unnecessary burden.
Customer Support: 1/6 Stars
Gone are the days of seamless, attentive customer service. Policyholders frequently complain about incorrect policy details, such as adding a new vehicle to a policy only to find errors that take months to resolve. Long response times, unreturned calls, and the need for repeated follow-ups further exacerbate the frustration.
When issues arise, customers often hear excuses like, “Corporate has to handle this,” or “There’s nothing we can do right now.” This lack of accountability and service is a sharp departure from the company’s roots.
Ease of Use: 1/6 Stars
While digital tools can enhance convenience, State Farm’s app-based approach has created more headaches than solutions. Customers frequently struggle with downloading insurance cards, managing claims, or updating policy details. The standard response from support often shifts blame, leaving users feeling helpless. For customers who prefer in-person or phone interactions, this reliance on subpar technology is particularly alienating.
Durability: 1/6 Stars
State Farm’s inability to adapt its customer relationships for the modern era is perhaps its biggest failure. A 20-plus-year relationship used to mean something; now, long-time customers feel their loyalty is meaningless. As the company prioritizes corporate interests and mass marketing over personal connections, the durability of its brand—and its relationship with customers—is rapidly eroding.
Do We Still Need Neighborhood Agents?
One of the defining features of State Farm was its network of local agents. These agents were seen as trusted advisors, capable of tailoring policies and offering personalized solutions. Today, many consumers feel that these agents have little power to affect meaningful change or assist with unique customer needs. If these agents can’t advocate for customers or override corporate red tape, their role in the ecosystem is increasingly questioned.
Six Star Review Verdict
At the end of the day, State Farm’s trajectory represents a failure to balance growth with customer care. The company has invested heavily in its brand image, but at what cost? Rising premiums, declining service quality, and impersonal interactions have alienated many long-term customers. For these reasons, Six Star Review gives State Farm a dismal 1 out of 6 stars.
It’s time for State Farm to return to its roots. The company needs to prioritize the everyday consumer by restoring the personal touch, delivering better value, and investing in practical solutions rather than extravagant marketing. Otherwise, the question becomes: Is State Farm still there, like a good neighbor, or has it moved out of the neighborhood altogether?
