Category: InsuranceUnited States

Homeowners Insurance Claims Satisfaction Improves as Repair Cycle Times Improve, JD Power Finds

2026-03-16

jillian.breska

• Overall customer satisfaction with homeowners insurance claims process rises in 2026
• Claims fully resolved 3.4 days faster than last year
• Improved efficiency helps to offset negative effects of rising premiums

TROY, Mich.: 17 March 2026 —Against a backdrop of widespread premium increases, high deductibles and rising out-of-pocket expenses, property insurers in the United States have managed to improve customer satisfaction. According to the JD Power 2026 U.S. Property Claims Satisfaction Study,^SM released today, a combination of faster repair and payment cycle times and enhanced digital capabilities have helped to drive significant improvements in the overall customer experience with the property claims process, offsetting the negative effects of higher prices. Additionally, a decline in large-scale weather events, a relatively calm hurricane season and a reduction in non-catastrophic claims volumes brought some stability to the claims process.

“There was no shortage of headwinds to customer satisfaction with the property claims experience this year, particularly when it comes to the financial burden customers face, but carriers were really able to counter the negative effects of higher prices by delivering exceptional service,” said Mark Garrett, director of insurance intelligence at JD Power. “Thanks to investments made over the past several years in digital channels that make it faster and easier to communicate with customers throughout the claims process, insurers have made important efficiency gains that are translating into better customer experience. Despite the industry-wide improvement, however, customer expectations are not always met, with almost one in five customers indicating their experience was not great, so there is still work to do.”

Following are some of the key findings of the 2026 study:

• Customer satisfaction improves despite cost pressures: Overall, 19% of homeowners insurance customers experienced a combination of insurer-initiated premium increases, out-of-pocket expenses and a deductible that was $1,000 or more. While satisfaction among customers who experienced all three of these challenges averages just 606 (on a 1,000-point scale) this year, overall customer satisfaction for the industry rises 20 points to 702.
• Repair cycle times improve: The average amount of time required to complete a repair is 29.6 days, down 2.8 days from last year, and the average amount of time before customers receive final payment is 40.7 days, down 3.4 days from last year. Repair cycle times are heavily influenced by the use of direct repair programs, through which the insurance company connects homeowners with a contractor from their approved network. Among the 41% of customers using these programs, there is a notable improvement in the average time to start work, leading to faster overall repairs—averaging more than 2 weeks shorter for higher-severity claims compared to those not using the programs.
• Digital adoption and satisfaction improve: The utilization of digital tools increases throughout touchpoints of a claim, from reporting first notice of loss (38%) to submitting photos used to estimate/pay the claim (49%), to receiving updates (45%). Overall levels of satisfaction are higher among customers using digital tools for each of these interactions than among those not using digital tools.
• Room to improve on meeting customer expectations: While 51% of insurers fully meet customer expectations for how their policy will work, and 15% exceed those expectations, 34% of customers say their policy did not fully meet expectations. Common issues experienced among those whose policies did not fully meet expectations are lack of explanations or the opportunity to discuss the estimate/settlement; high out-of-pocket costs; and frequent customer-initiated contacts.

Study Rankings

Amica ranks highest in overall satisfaction with a score of 773. The Hartford (756) ranks second and Chubb (744) ranks third.

The U.S. Property Claims Satisfaction Study measures satisfaction with the property claims experience among insurance customers who have filed a claim for property damages across eight core dimensions (listed in order of importance): fairness of the claim settlement; level of trust; time it took to settle the claim; people; digital channels; communicated with me how and when I want; ease of starting the claims process; and ease of resolving the claim. The 2026 study is based on responses from 5,093 homeowners insurance customers who filed a claim within the previous nine months. The study was fielded from December 2024 through December 2025.

For more information about the U.S. Property Claims Satisfaction Study, visit
https://www.jdpower.com/business/resource/us-property-claims-satisfaction-study.

About JD Power
JD Power delivers mission-critical data, analytics and intelligence that help businesses improve customer experience and operational performance with confidence and clarity. Using proprietary, comprehensive data–including millions of consumer interactions and authoritative automotive datasets–combined with advanced analytics, artificial intelligence and deep industry expertise, JD Power enables leaders to respond to market shifts, make smarter decisions and drive measurable performance improvements.

As an objective source of deep insight into real-world customer interactions with brands and products, JD Power provides the independent intelligence organizations need to anticipate change, strengthen customer engagement and advance growth. Learn more at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Life Insurance and Annuity Providers Score High Marks from Financial Pros, but Lag on User Friendliness, JD Power Finds

2026-03-04

jillian.breska

• Customer satisfaction is high among financial advisors, insurance agents and bankers for their life insurance and annuity partners
• Despite high levels of overall satisfaction, many financial professionals say working with life insurance and annuity partners can require more effort than they’d like
• Satisfaction plummets when financial professionals experience challenges with life insurance and annuity partner digital portals

 

TROY, Mich.: 5 March 2026 — Life insurance¹ and annuity products² are experiencing rising demand as a combination of market and demographic trends push more financial advisors, insurance brokers and bankers to talk to their clients about the possibility of outliving their savings and the need to protect their families from unexpected events. For the most part, the companies that create and support these products are doing a good job of delivering on key relationship needs for financial professionals, with most receiving high satisfaction marks in the inaugural JD Power Life & Annuity Distribution Partner Experience Study,^SM released today. While life insurance and annuity distribution partners perform well on the fundamentals, many still have opportunities to improve the level of user-friendly service they offer to financial professionals.

“The two most valuable commodities of financial professionals are their time and reputations, so when it comes to working with life insurance and annuity partners, they place an enormously high value on trust and ease of interaction,” said Craig Martin, executive director, global insurance intelligence at JD Power. “While many life insurance and annuity brands have built strong reputations and deliver reliable service to financial professionals and their clients, one area for improvement is user friendliness. Many providers come up short on self-service capabilities and have processes that can be time-consuming and seem antiquated.”

Following are some key findings of the 2026 study:

• Strong performance on overall customer satisfaction: The average overall satisfaction score for life insurance distribution partners is 743 (on a 1,000-point scale) and the average overall satisfaction score for annuity distribution partners is 742. These compare with overall scores of 664 for independent insurance agent satisfaction with personal lines insurers³ and 629 for independent financial advisor satisfaction with wealth management firms⁴.
• Room to improve on ease of interaction: Financial professionals consistently cite having a partner who is easy to work with as one of their top priorities. Brand loyalty rates are 78% among life insurance partners and 71% among annuity partners who say their partners are very easy to work with. Still, fewer than half (40%) of financial professionals say their life insurance and annuity partners are very easy to work with.
• More self-service capabilities needed: Almost one-third (31%) of financial professionals indicate that the balance between self-service and live support required to work with their life insurance and annuity partners is sub-optimal, with 20% of professionals suggesting their annuity providers need to provide better self-service capabilities.
• Digital engagement is critical: Most life insurance and annuity partners offer well-designed digital portals, with 71% of financial professionals rating their life insurance and annuity partners’ portal experiences as excellent. For the 29% of financial professionals who say their provider portals fall short, average overall satisfaction scores decline by more than 200 points. 

Study Rankings

Pacific Life ranks highest in overall customer satisfaction with life insurance distribution partners, with a score of 768. Guardian Life (761) ranks second and Allianz (760) ranks third.

Corebridge Financial ranks highest in overall customer satisfaction with annuity distribution partners, with a score of 765. Security Benefit (764) ranks second and Symetra (754) ranks third.

The Life & Annuity Distribution Partner Experience Study evaluates the experiences of financial advisors, insurance agents and banking professionals who sell products for the nation’s largest life insurance and annuity distribution companies across six dimensions (in alphabetical order): business support; compensation; ease of doing business; operational support; product competitiveness; and service to clients. This year’s study is based on 2,860 evaluations of life insurance distribution partners and 3,010 evaluations of annuity distribution partners and was fielded from October–December 2025.

For more information about the Life & Annuity Distribution Partner Experience Study, visit https://www.jdpower.com/business/life-annuity-distribution-partner-experience-study.

About JD Power

JD Power delivers mission-critical data, analytics and intelligence that help businesses improve customer experience and operational performance with confidence and clarity. Using proprietary, comprehensive data–including millions of consumer interactions and authoritative automotive datasets–combined with advanced analytics, artificial intelligence and deep industry expertise, JD Power enables leaders to respond to market shifts, make smarter decisions and drive measurable performance improvements.

As an objective source of deep insight into real-world customer interactions with brands and products, JD Power provides the independent intelligence organizations need to anticipate change, strengthen customer engagement and advance growth. Learn more at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹LIMRA: LIMRA Forecasts Individual Life Insurance Premium to Grow in 2026, https://www.limra.com/en/newsroom/industry-trends/2026/limra-forecasts-individual-life-insurance-premium-to-grow-in-2026/
²LIMRA: The 2026 Annuity Sales Outlook Remains Strong, https://www.limra.com/en/newsroom/industry-trends/2026/the-2026-annuity-sales-outlook-remains-strong/ 
³JD Power 2025 U.S. Independent Agent Satisfaction Study^SM
4JD Power 2025 U.S. Financial Advisor Satisfaction Study^SM

 

Fully Digital Claims Processing Drives High Customer Satisfaction, but Many Customers Still Use Multiple Channels, JD Power Finds

2025-11-26

jillian.breska

TROY, Mich.: 2 Dec. 2025 — The nation’s auto and home insurance providers have spent the past decade encouraging customers to submit claims and manage the estimate and status updates through their mobile apps and websites. How effective are these digital tools in delivering on that promise? According to the JD Power 2025 U.S. Claims Digital Experience Study,^SM released today, customer satisfaction surges when the claims process is managed digitally, but most customers still find themselves needing to go offline to manage key steps along the way. 

“Across the insurance claims workflow, from first notice of loss to the estimate and ongoing status updates, customer satisfaction scores are highest when customers are able to manage the process via their insurers’ digital apps and websites,” said Mark Garrett, director of global insurance intelligence at JD Power. “However, the study reveals several key moments in the claim journey when customers need to move across channels to get more detailed explanations from claim representatives or seek status updates. The more insurers can anticipate the information customers will need and proactively deliver it digitally, the more satisfied—and brand loyal—their customers will become.”

Following are some key findings of the 2025 study:

• Customers look for more proactive digital updates: Receiving adequate digital updates is one of the top drivers of customer satisfaction with the digital insurance claims process, but insurers deliver on this key performance indicator just 22% of the time.
• Apps underutilized for delivering status updates: Overall satisfaction scores are highest when customers receive status updates via their mobile apps. However, just 36% of auto insurance customers and 31% of homeowners insurance customers currently receive status updates this way. Most customers still receive updates via email, calls from insurer claim staff or text messages.
• Disconnected customer experience: Despite widespread industry efforts to promote digital-first notice of loss and claims management, 22% of customers still rely on multiple channels to find answers to the same question.
• Digital experience directly linked to customer loyalty: Among auto and homeowners insurance customers who rate their digital claim experiences as “poor” or “just OK,” 52% are likely to leave or not renew with their current carrier. Among those who rate their digital experience as “excellent” or “perfect,” just 4% are at risk of attrition.

“Insurer websites and mobile apps are largely delivering on customer expectations, but there are still a few key areas where customers end up hunting for information and need to repeat steps unnecessarily,” said Kristen Coffin, digital solutions analyst at JD Power. “There is a real opportunity for insurers to create a complete end-to-end digital experience that anticipates customer needs more proactively.”

The U.S. Claims Digital Experience Study was redesigned for 2025, thus overall satisfaction scores are not comparable with previous-year studies. The study evaluates digital experiences among property and casualty (P&C) insurance customers throughout the claims process. It examines the functional aspects of desktop, mobile web and mobile apps based on four factors (in order of importance): range of services; ease of using the channels; clarity of information; and helpfulness of the channels. The 2025 study is based on 5,958 evaluations provided by auto or home insurance customers who completed a claim in the past 9 months, which is nearly double the sample size of previous-year studies. The study was fielded from December 2024 through August 2025.

For more information about the U.S. Claims Digital Experience Study, visit https://www.jdpower.com/business/insurance/us-insurance-claims-digital-experience-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Satisfaction with Auto Insurance Claims Strained by Higher Deductibles, More Total Losses, JD Power Finds

2025-10-27

jillian.breska

TROY, Mich.: 28 Oct. 2025 — Auto insurance rates have finally started to decline from the near-record highs of 2024, but customers are still feeling the sting of several years of sky-high insurance costs when it comes to their claims experience. According to the JD Power 2025 U.S. Auto Claims Satisfaction Study,^SM released today, 26% of auto insurance customers now have deductibles of $1,000 or more, and 7% of auto insurance customers say they’ve avoided filing a claim for fear their rates could rise. As a result, overall satisfaction with the auto insurance claims process is largely flat at 700 (on a 1,000-point scale), rising just 3 points year over year.

“Auto insurance customers have made several adjustments to their policies in an effort to reduce costs—such as opting for higher deductibles, dropping rental coverage, avoiding filing claims and, in some cases, foregoing collision coverage altogether,” said Mark Garrett, director of global insurance intelligence at JD Power. “These changes have generally had a negative effect on consumers as they are spending more money when they have a claim. However, fewer claims being reported translates to faster cycle times and better customer support, resulting in a 9-point improvement in satisfaction among repairable vehicles.”

Following are some key findings of the 2025 study:

• Rate decreases slowly reaching customers: After auto insurance rates peaked near record highs in April 2024, they steadily declined during the remainder of the year and into 2025. Many insurers have filed for rate decreases in 2025, but many customers have yet to feel the effects of those decreases. In fact, 44% of auto insurance customers with a claim say they experienced a price increase in the past 12 months. Overall satisfaction among customers who experienced a rate increase is 650, which is 104 points lower than those who did not experience a rate increase.
• Coverage adjustments have negative effect: To reduce costs, many auto insurance customers have adjusted their policies by taking higher deductibles or foregoing rental coverage, but these cost-saving measures have a negative effect on customer satisfaction. The trend is most prominent among younger customers, with 43% of Gen Z¹ auto insurance customers who had a price increase now carrying a deductible of $1,000 or more. Overall satisfaction scores among customers with deductibles of $1,000 or more who incurred rental costs are just 630, down 21 points from 2024.
• Repair cycle times improve, but safety tech creates challenges: The overall average cycle time for repairable vehicles in this year’s study is 19.3 days, down from 22.3 days a year ago, contributing to a 9-point improvement in satisfaction. However, that total cycle time is heavily influenced by the number of advanced driver assistance systems (ADAS) affected. Average cycle time for vehicles from model year 2015 and older with no ADAS features is 17.9 days, while average cycle time for newer vehicles (model year 2019 and newer) with three or more ADAS features is 21.5 days.
• Claim severity continues to grow: Total losses now account for 27% of claims, up from 24% a year ago and up from 16% in 2022. Satisfaction scores decline 9 points among customers who experienced a total loss, with just 58% saying the total loss valuation fully met their expectations. Smaller claims of $2,000 or less now represent just 20% of total claims, down from 21% in 2024 and 33% in 2022.

Study Ranking

Erie Insurance ranks highest in overall customer satisfaction with a score of 743. NJM Insurance Co. (731) ranks second and Liberty Mutual (730) ranks third.

The U.S. Auto Claims Satisfaction Study examines the auto claims experiences of customers from the largest insurance providers throughout the United States across eight dimensions (in order of importance): trust; fairness of settlement; people; time to settle claim; communication; ease of resolving claim; ease of starting claim; and digital channels. It is based on responses from 9,455 auto insurance customers who settled a claim within the past nine months prior to participating in the survey. It was fielded from September 2024 through August 2025. The study excludes claimants whose vehicle incurred only glass/windshield damage or was stolen, or who only filed a roadside assistance claim.

For more information about the U.S. Auto Claims Satisfaction Study, visit https://www.jdpower.com/business/insurance/auto-claims-satisfaction-study. 

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹JD Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2006). Millennials (1982-1994) are a subset of Gen Y.

 

Customer Satisfaction with Individual Annuities Strained by New-Client Experience and Digital Limitations, JD Power Finds

2025-10-21

jillian.breska

TROY, Mich.: 28 Oct. 2025 — As the broader financial services industry is pushing to deliver more personalized, digital-first experiences, the annuities industry is struggling to keep pace. Modernizing engagement in this space could unlock significant growth and elevate the industry’s relevance in today’s client-centric landscape. According to the JD Power 2025 U.S. Individual Annuity Study,^SM released today, overall customer satisfaction with individual annuities declined 6 points year over year (on a 1,000-point scale) driven primarily by frustrations among newer clients early in the relationship and challenges with digital channels.

“Today’s customers—especially those who are new to annuities—expect a level of clarity and convenience comparable to what they experience in other sectors,” said Craig Martin, executive director, global insurance intelligence at JD Power. “The data makes it clear that subpar experiences early in the relationship coupled with ineffective digital tools are leading to frustration, which not only threatens customer satisfaction but also strains long-term loyalty to the annuity provider and the financial professionals selling these products.”

Following are some key findings of the 2025 study:

• Satisfaction with digital drops: Digital channels is the only dimension to experience a significant decline year over year.      Satisfaction with this part of the experience declined 20 points from 2024 and is now the lowest-scoring part of the customer relationship.
• New customers have substantial declines in satisfaction: Overall satisfaction among customers who indicated they have had their policy less than three years dropped a significant 16 points year over year. The largest declines for this group were in the dimensions of people and digital channels.
• Challenges with understanding: Customer understanding of key product details significantly declined with the proportion who say they “completely understand” annuity costs and fees dropping to 44% from 52%, and those saying they have “complete understanding” of annuity contract declined to 53% from 58%.

Study Ranking

USAA ranks highest among individual annuity providers for a second consecutive year, with a score of 740. Western & Southern Life (684) ranks second and New York Life (675) ranks third.

The U.S. Individual Annuity Study measures the experiences of customers of the largest individual annuity companies in the United States across eight core dimensions (in order of importance): trust; value for price; ability to get service; ease of doing business; people; product offerings; digital channels; and problem resolution. The 2025 study is based on responses from 4,682 individual annuity customers and was fielded from August 2024 through July 2025.

For more information about the U.S. Individual Annuity Study, visit https://www.jdpower.com/business/insurance/us-annuity-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Independent Insurance Agents Feel Undervalued, Underserved by Carriers, JD Power Finds

2025-09-25

jillian.breska

TROY, Mich.: 1 Oct. 2025 — Despite being responsible for more than 61% of all property and casualty (P&C) insurance policies written,¹ independent insurance agents say they are not getting the support they need from their carriers. According to the JD Power 2025 U.S. Independent Agent Satisfaction Study,^SM released today, just 56% of personal lines agents and 57% of commercial lines agents say their carriers are meeting their foundational needs. Even more concerning, 25% of personal lines agents and 22% of commercial lines agents perceive insurers do not value them as partners.

The study, now in its eighth year, was developed in conjunction with the Independent Insurance Agents & Brokers of America (IIABA). It evaluates the evolving role of independent agents in P&C insurance distribution, general business outlook, management strategy and overall satisfaction with personal lines and commercial lines insurers in the United States.

“Independent insurance agents are working on the front lines of an extraordinarily challenging market environment right now, where rates are still at or near historic highs and large numbers of insureds are shopping around for new policies,” said Craig Martin, executive director, global insurance intelligence at JD Power. “To do their jobs well and continue to effectively match their clients with the right carrier, agents need to understand the carrier’s risk appetite and priorities to align the right customer with the right policy. Far too frequently, independent agents aren’t getting the critical information they need to be efficient and effective, which wastes time and resources of both agents and carriers.”

Following are key findings of the 2025 study:

• Carriers fall short on hierarchy of agent needs: When it comes to meeting the basic minimum expectations of agents in terms of clearly communicating risk appetite, signaling what types of clients will qualify for policies and showing flexibility when writing new policies, just 56% of personal lines and 57% of commercial lines independent agents say their carrier partners are delivering. When it comes to key differentiators that help insurers stand out as preferred partners, just 29% of personal lines insurers and 24% of commercial lines insurers are making the top grade with agents.
• Agents who feel undervalued write fewer policies: One-fourth (25%) of personal lines agents and 22% of commercial lines agents say they are not valued by insurers. Personal lines agents who say they feel undervalued by a carrier are four times more likely to write less business with that insurer than they did in the last year. Among commercial lines agents, those who feel undervalued by insurers are seven times more likely to write less business with those carriers.
• Agents are looking for carriers that make things easier: Among personal lines agents, satisfaction is 274 points higher when working with insurers is described as “very easy” compared to when ease is rated low (1–3 on a 5-point scale). Among commercial lines agents, the satisfaction gap increases to 314 points.  That said, more than six in 10 (61%) independent agents say it’s not “very easy” to work with the insurer overall. 

Study Rankings

Erie Insurance ranks highest among insurers for personal lines for a second consecutive year, with a score of 754. Auto-Owners Insurance (749) ranks second and Cincinnati Insurance (717) ranks third.

Erie Insurance ranks highest among insurers of commercial lines, with a score of 747. Cincinnati Insurance (742) ranks second and Auto-Owners Insurance (738) ranks third.

The U.S. Independent Agent Satisfaction Study was redesigned for 2025, thus overall satisfaction scores are not comparable with previous-year studies. The study measures P&C insurance independent agent satisfaction with insurers based on six dimensions (in alphabetical order): business support, compensation, ease of doing business, operational support, product competitiveness and servicing of clients. The 2025 study is based on responses of 6,893 evaluations of personal and commercial lines insurers with which agents had placed policies during the prior 12 months. It was fielded from May through July 2025.

For more information about the U.S. Independent Agent Satisfaction Study, visit https://www.jdpower.com/business/insurance/independent-agent-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹Big I 2025 Market Share Report, https://www.independentagent.com/market-share-report/ 

 

Homeowners Insurance Premium Increases Threaten Customer Loyalty, Long-Term Profitability, JD Power Finds

2025-09-12

jillian.breska

TROY, Mich.: 16 Sept. 2025 — Almost half (47%) of homeowners insurance customers in the United States have experienced a premium increase in the past year, the highest rate of insurer-initiated rate raises in more than a decade, according to the JD Power 2025 U.S. Home Insurance Study,^SM released today. The phenomenon is even more pronounced among high lifetime-value customers,[1] causing increased likelihood of customer defection and loss of critical long-term revenue streams.

“In a year marked by inflation, severe weather and tightening reinsurance markets, home insurance premiums have risen sharply in many parts of the country. While these increases often reflect real cost pressures, they’re also eroding trust and driving customers to shop for alternatives,” said Craig Martin, executive director, global insurance intelligence at JD Power. “The issue is particularly acute in the high-value customer segment, where 49% of customers have experienced an insurer-initiated rate increase. These customers represent the most profitable segment of the property and casualty insurance market, and they are far more likely to take their business to a competitor when they experience repeated rate increases.”

Following are some key findings of the 2025 study:

• Rising premiums erode customer loyalty: Among homeowners insurance customers who experienced a premium increase and say they are unlikely to renew, 43% cite the recent price hike as the reason for switching.  Customers who experience an insurer-initiated rate increase also have significantly lower levels of trust in their insurer and are less likely to say their insurer is easy to work with.
• High-value customer relationships at risk: Homeowners with higher average premiums and multiple insurance products are more likely to cite repeated price increases as a key reason for switching carriers. Among customers who are unlikely to renew with their current carrier, 45% of high-value customers say they will not renew due to multiple price increases over time. By contrast, just 30% of low lifetime-value customers who are unlikely to renew cite repeated price increases as their reason they will not renew.
• Proactive communication can offset negative effects of rate increases: When insurers clearly explain the reason for a rate increase and provide options to help customers lower their premium, the negative impact of that increase can be eliminated. Among customers who experience a rate increase but fully understand the reason and are offered options, overall satisfaction averages 721 (on a 1,000-point scale). This is 184 points higher than the average among customers who do not understand the reason and are not presented with options—and 33 points higher than the average among those who experience no premium increase at all.

Study Rankings

Amica ranks highest in the homeowners insurance segment, with a score of 705. Chubb (677) ranks second and Erie Insurance (676) ranks third.

Amica ranks highest in the renters insurance segment, with a score of 711. Erie Insurance (705) ranks second and CSAA Insurance Group (AAA) (689) ranks third.

The U.S. Home Insurance Study examines overall customer satisfaction with two distinct personal insurance product lines: homeowners and renters. Satisfaction in both segments is measured across seven core dimensions: product/coverage offerings; problem resolution; digital channels; people; price for coverage; trust; and ease of doing business. The 2025 study is based on responses from 14,511 homeowners and renters via online interviews conducted from July 2024 through May 2025.

For more information about the U.S. Home Insurance Study, visit https://www.jdpower.com/business/insurance/us-home-insurance-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹JD Power defines high lifetime-value customers as those with higher annual premiums and a higher proportion of product and service needs purchased with one insurance carrier.

 

More Small Businesses Consider Dropping Their Insurers, JD Power Finds

2025-08-14

jillian.breska

TROY, Mich.: 19 Aug. 2025 — Amid rising premiums, customers of small commercial insurance agencies are more likely than they have been in years to defect to another insurer. According to the JD Power 2025 U.S. Small Commercial Insurance Study,^SM released today, just 55% of customers say they “definitely will” renew with their current insurer, down 6 percentage points from a year ago.

“As premiums have risen to cover the cost of claims, it stands to reason that more customers would be willing to shop their policies. Interestingly, however, the drop in retention is not solely attributable to higher premiums,” said Stephen Crewdson, managing director of global insurance intelligence at JD Power. “In fact, insurers that communicate well and provide a higher level of service can make huge inroads toward keeping customers. Remarkably, satisfaction is at an identical level among customers who understand why their premium is increasing as among those whose premiums are not increasing at all, which puts a huge onus on insurers to bolster their outreach around rate increases.”

Following are some key findings of the 2025 study:

• Retention declines across the board: After several years of improvement and stability, intended retention has dropped significantly among customers across virtually all demographic groups. The largest dip is among Millennials¹ (-12 percentage points).
• Service sets tone for retention: Competitive pricing is a key reason customers select and stay with an insurer, but service is just as important in retaining them. Overall, 16% of customers say good service experience is the most common driver of retention, beating out price, coverage options and reputation.
• Communication about rate increases is vital to satisfaction: Overall satisfaction, which is 722 (on a 1,000-point scale) among customers who say they completely understand why their premiums increased, is identical to that among customers who have no increase at all. The number of customers who say they completely understand the reason for their rate increase has dropped by 5 percentage points since 2024.
• Institutional knowledge, website resolution are key retention drivers: Insurers’ ability to demonstrate that they fully understand a customer’s business or industry drives a 37-percentage-point improvement year over year in customer intent to renew, followed by customers’ understanding of their policy (+33 points); understanding the reason for a premium increase (+26); and the ability to resolve a problem entirely on an insurer’s website (+23).

Study Ranking

Erie Insurance ranks highest in overall customer satisfaction with a score of 723. Cincinnati Insurance (714) and Philadelphia Insurance (714) each rank second in a tie.

The U.S. Small Commercial Insurance Study, now in its 13th year, examines overall customer satisfaction among small commercial insurance customers with 50 or fewer employees. Overall satisfaction is measured across seven core dimensions on a poor-to-perfect rating scale. Individual dimensions measured are (in order of importance): trust; price for coverage; product/coverage offerings; ease of doing business; people; problem resolution; and digital channels. The 2025 study is based on responses from 2,848 small commercial insurance customers and was fielded from March through May 2025.

For more information about the U.S. Small Commercial Insurance Study, visit https://www.jdpower.com/business/insurance/us-small-commercial-insurance-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹JD Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2006). Millennials (1982-1994) are a subset of Gen Y.

 

It’s Now a Buyer’s Market for Auto Insurance, JD Power Finds

2025-06-09

jillian.breska

TROY, Mich.: 10 June 2025 — The nation’s auto insurers have returned to profitability for the first time in years and that has them shifting gears from a focus on raising rates and exiting unprofitable markets to shoring up relationships with their highest-value customers. According to the JD Power 2025 U.S. Auto Insurance Study,^SM released today, insurers will have their work cut out for them as they confront a marketplace in which 38% of customers are currently not very satisfied.

“Now that insurers are shifting back into growth mode, they really need to focus on cultivating and keeping high-value customers,” said Stephen Crewdson, managing director of insurance business intelligence at JD Power. “But among many of those customers, overall satisfaction this year is not particularly high. To shift that perception after the past few years of significant rate increases, insurers need to focus on delivering a tailored, seamless customer experience across all channels.”

Following are some key findings of the 2025 study:

• More than one-third of customers not very satisfied: While overall customer satisfaction with auto insurers declines just 2 points to 644 (on a 1,000-point scale) from a year ago, more than one-third (38%) of customers fall into the bottom segment of customer satisfaction scores, which makes them exceedingly less likely to renew their policies with their existing insurer and more likely to shop around for a better deal.
• Highest lifetime value customers at risk: Customers with higher overall lifetime value profiles, who have higher annual premiums, long tenure with their current insurer and multiple policies with that insurer also have the lowest likelihood to renew with their existing insurer. Just 51% of high-value lifetime customers say they “definitely will” renew with their insurer, which is lower than the medium-value lifetime customer (53%) and low-value lifetime customer (54%) segments.
• Price gets customers in the door, but good service keeps them: Good rates and low cost are the top reasons auto insurance customers cite for purchasing from an insurer, but when it comes to renewing an existing policy, good service and positive claims experience are the top drivers of client retention.
• Seamless cross-channel interactions drive customer experience: A seamless experience across channels is the most important driver of overall satisfaction among auto insurance customers. When insurers deliver on this key performance indicator, customers are significantly more likely to have higher levels of trust in their insurer; feel better about the people they are working with; and feel like it is easy to work with their insurer.

The study measures customer satisfaction with auto insurance in 11 geographic regions. A separate category addresses usage-based insurance (UBI), along with diagnostics that influence UBI participants’ experience with their insurer’s usage-based auto products. Highest-ranking auto insurers and scores by region are as follows:

California: Auto Club of Southern CA (AAA) (676) (for a second consecutive year)
Central: Shelter (673) (for a fifth consecutive year)
Florida: Allstate (660) and GEICO (660) in a tie
Mid-Atlantic: NJM Insurance Co. (721) 
New England: Amica (735) (for a second consecutive year)
New York: New York Central Mutual (652)
North Central: Erie Insurance (684) (for a fifth consecutive year)
Northwest: State Farm (648)
Southeast: Erie Insurance (718)
Southwest: CSAA Insurance Group (AAA) (676) (for a second consecutive year)
Texas: Nationwide (657)
Usage-Based Insurance (UBI): Nationwide (698) (for a second consecutive year)

The U.S. Auto Insurance Study, now in its 26^th year, measures customer satisfaction with auto insurers based on performance in seven core dimensions on a poor-to-perfect rating scale. Individual dimensions measured are (in order of importance): level of trust; price for coverage; people; ease of doing business; product/coverage offerings; problem resolution; and digital channels. This year’s study is based on responses from 48,121 auto insurance customers and was fielded from May 2024 through April 2025.

For more information about the U.S. Auto Insurance Study, visit https://www.jdpower.com/business/insurance/auto-insurance-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Gap Widens between Highest- and Lowest-Performing Employer-Sponsored Health Plans, 
JD Power Finds

2025-05-27

jillian.breska

TROY, Mich.: 28 May 2025 — A new class of health plan leaders is emerging, distinguished by their ability to deliver clear communication, digital convenience and meaningful member support, according to the JD Power 2025 U.S. Commercial Member Health Plan Study,℠ released today.

While overall satisfaction with commercial health plans declined slightly year over year, the study reveals widening performance gaps across brands, making the member experience a key competitive differentiator. The findings reflect broader industry pressures, as plans respond to rising expectations around cost transparency, digital access and personalized service.

“Brand performance gaps in the commercial health insurance market are no longer subtle—they’re widening in ways that directly affect satisfaction, retention and competitive strength,” said Caitlin Moling, senior director of global healthcare intelligence at JD Power. “Leading plans are setting themselves apart by delivering clarity, digital convenience and member-first communication. Others are falling behind as trust erodes, digital tools go underutilized, and members struggle to understand their coverage.”

Following are some key findings of the 2025 study:

• Satisfaction varies widely across plans and regions: The national average satisfaction score for commercial health plans is 563 (on a 1,000-point scale), but regional scores range from a high of 594 to a low of 523. This indicates meaningful differences in how members experience service, communication and value across the country.
• Member experience drives loyalty and employer decisions: A notable 20% of employers cite low employee satisfaction as a top reason for switching health plans. Plans that invest in better engagement, education and service stand to gain both members and employer clients.
• Benefit understanding fuels better outcomes: Members who understand their out-of-pocket costs and out-of-network coverage have higher satisfaction and fewer issues such as denials and inaccessible care. Conversely, among members who say they do not completely understand their out-of-network benefits, 48% had a claim denied and 56% said their choice of network doctors was not available.
• Many high-impact digital tools remain underutilized: Tools like chronic condition management programs, provider communication features and remote monitoring platforms deliver strong satisfaction gains but remain underused. This points to a critical disconnect between digital availability and member awareness.
• Deductibles hit small employers hardest: The average deductible paid by commercial health plan members working for small employers¹ is $2,847, which is 8% more than for those working for midsized employers ($2,630) and 10% more than those working for large employers. More than half (51%) of small business employees met their deductibles, compared with 52% of midsize business employees and 53% of large business employees.

Study Rankings

The study measures member satisfaction with commercial member health plans in 22 geographic regions. Highest-ranking health plans and scores are as follows:

• California: Kaiser Foundation Health Plan (648) (for an 18^th consecutive year)
• Colorado: Kaiser Foundation Health Plan (576)
• Delaware/West Virginia/Washington D.C.: Highmark Blue Cross Blue Shield West Virginia (592)
• East South Central: Blue Cross and Blue Shield of Louisiana (608)
• Florida: AvMed (638) (for a second consecutive year)
• Heartland: Arkansas Blue Cross and Blue Shield (586)
• Illinois/Indiana: Blue Cross and Blue Shield of Illinois (590) (for a second consecutive year)
• Maryland: Kaiser Foundation Health Plan (614) (for a fourth consecutive year)
• Massachusetts: Blue Cross Blue Shield of Massachusetts (565)
• Michigan: Blue Cross Blue Shield of Michigan (600) (for a second consecutive year)
• Minnesota/Wisconsin: Anthem Blue Cross and Blue Shield Wisconsin (561)
• Mountain: Regence BlueCross BlueShield of Utah (580)
• New Jersey: Horizon Blue Cross Blue Shield of New Jersey (578) (for a second consecutive year)
• New York: Capital District Physicians’ Health Plan, Inc. (CDPHP) (634) (for a fifth consecutive year)
• Northeast: Anthem Blue Cross and Blue Shield Connecticut (615) (for a third consecutive year)
• Northwest: Providence Health Plan (586)
• Ohio: Aetna (583) (for a second consecutive year)
• Pennsylvania: UPMC Health Plan (601) (for a second consecutive year)
• South Atlantic: Kaiser Foundation Health Plan (634) (for a 16^th consecutive year)
• Southwest: Aetna (579)
• Texas: Baylor Scott & White Health Plan (629)
• Virginia: Kaiser Foundation Health Plan (660) (for a second consecutive year)

The U.S. Commercial Member Health Plan Study, now in its 19^th year, measures satisfaction among members of 147 health plans in 22 regions throughout the United States based on performance in eight core dimensions on a poor-to-perfect rating scale. The dimensions are (in alphabetical order): able to get health services how/when I want; digital channels; ease of doing business; helps save time and money; people; product/coverage offerings; resolving problems or complaints; and trust. This year’s study is based on responses from 39,797 commercial health plan members and was fielded from September 2024 through March 2025.

For more information about the U.S. Commercial Member Health Plan Study, visit https://www.jdpower.com/business/resource/commercial-member-health-plan-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹JD Power defines employer group size as: Small=1-99 employees; Midsize=100-499 employees; and Large=500+ employees.