Arbella Insurance auto insurance

Overview

Arbella Insurance Group is a New England mutual insurer headquartered in Quincy, Massachusetts. It ranked #48 among U.S. private passenger auto insurers by 2025 direct premiums written according to NAIC market share data, with $618.9 million in auto premiums and a 0.17% national share, most of it written in Massachusetts.

The group is led by Arbella Mutual Insurance Company, which pools its business with Arbella Protection Insurance Company, Arbella Indemnity Insurance Company and Covenant Insurance Company of Farmington, Connecticut. Arbella says it writes more than $1 billion in annual premium across all lines. It sells auto, home, condo, renters, umbrella, motorcycle and business insurance only through independent agents in Massachusetts, Connecticut, New Hampshire and Rhode Island; its customer service pages describe personal insurance customers in Massachusetts and Connecticut, with business customers across all four states. Paul Brady became chief executive on June 1, 2025.

History

Arbella was created in 1988 by John Donohue and the late Frank Bellotti, a former Massachusetts attorney general. Donohue chaired the board from the start and served as chief executive for 24 years, building the company around independent agents and New England customers. In March 2000 Arbella agreed to acquire the Covenant Group, giving it a Connecticut company that now operates from Farmington.

The Arbella Insurance Foundation, created in 2005, has donated more than $45 million to New England organizations, and the company ties one auto discount to donations to its charity partners. In October 2020 AM Best upgraded Arbella's financial strength rating to A (Excellent), citing stronger capitalization and an improved reinsurance program. In March 2025 Arbella announced that Donohue would retire as CEO and stay on as chairman, and that Paul Brady, who had led claims and earlier served as chief information officer, would succeed him.

Auto insurance coverage

Arbella auto policies include no-fault injury coverage for you and your passengers, liability coverage for injuries and property damage to others, and optional collision and comprehensive coverage for accidents, theft and vandalism. Its add-ons go further than the basic Massachusetts policy:

• Customer Care Package: enhanced rental coverage, new vehicle replacement cost coverage, trip interruption coverage and other extras on qualifying policies
• Disappearing Deductible: reduces your collision deductible for each year without an at-fault accident (see disappearing deductible)
• Accident Forgiveness: an endorsement Arbella prices at about $75 a year that waives the surcharge points an at-fault accident would add (see accident forgiveness)
• Loan/lease gap: pays the remaining loan or lease balance after a covered total loss, for about $30 a year
• Pet injury coverage: up to $500 in veterinary bills if a cat or dog is hurt in your car

Discounts and programs

Arbella lists these auto discounts and typical maximums:

• Account credit of up to 13% for multiple Arbella policies, with home-and-auto customers able to save 20% or more in total, according to Arbella
• New to Arbella discount of 12%
• Anti-theft device discount of up to 36%
• Energy-saving vehicle discount of 10%
• Paid-in-full discount of 6%
• A 5% marketing partner donation discount for eligible Massachusetts residents who give $50 or more to Dana-Farber and the Jimmy Fund, Special Olympics Massachusetts or IMPACT Melanoma before the policy starts
• Advanced driver training, Drive Less Pay Less, good student, student away and military away discounts

Arbella notes that some discounts decrease at each renewal until they no longer apply, and it also offers group discounts through partner organizations. Its website does not list a smartphone telematics program; the usage-based insurance guide explains how those programs work elsewhere.

Claims

Claims can be reported 24 hours a day, seven days a week by calling 1-800-ARBELLA (800-272-3552), through a myArbella account or app, or with an online form that is also open to people who are not Arbella customers. Each claim is assigned a dedicated Claim Service Specialist, and Arbella commits to returning calls the same business day and inspecting vehicles promptly. Arbella runs branch offices and drive-in claim centers in Bedford, New Hampshire; Bridgewater, Quincy, Wakefield and West Springfield, Massachusetts; and Farmington, Connecticut, where drive-in centers offer quick appraisals. Its website also helps customers find a repair shop.

Ratings and reputation

AM Best affirmed Arbella's A (Excellent) financial strength rating in January 2025 and revised the outlook on its issuer credit rating to positive, citing significantly better underwriting results in 2024 from pricing, underwriting and claims initiatives, along with the strongest level of risk-adjusted capitalization.

Customer satisfaction is weaker. In the J.D. Power 2026 U.S. Auto Insurance Study, Arbella scored 602 in the New England region, ninth of 13 ranked brands and below the 631 regional average; Amica led with 702, and fellow Massachusetts insurer Safety Insurance scored 616. Arbella is not ranked in J.D. Power's national claims satisfaction study.

Who it suits

Arbella suits Massachusetts and Connecticut drivers who want to work with an independent agent and value optional protections such as a disappearing deductible, accident forgiveness and inexpensive gap coverage, along with drive-in claim centers close to home.

• Strengths: A broad set of low-cost endorsements; 24/7 claim reporting and regional drive-in claim centers; A (Excellent) rating with a positive issuer credit outlook as of 2025; long local history and active community giving.
• Weaknesses: Personal auto sold only in Massachusetts and Connecticut, and only through agents; below-average 2026 J.D. Power score in New England; some discounts shrink at each renewal; no telematics program listed.

How to contact Arbella Insurance