One in Five Customers Surveyed Indicated, However, Their Claims Experience was “Not Great’
Property insurers improved customer satisfaction in 2026 despite the odds, according to the latest J.D. Power 2026 U.S. Property Claims Satisfaction Study. Against a backdrop of pressures including higher premiums, larger deductibles, and increased out-of-pocket costs, overall customer satisfaction improved.
Faster repair and payment cycle times, along with expanded digital capabilities, helped enhance the overall claims experience and offset pricing pressures. Moreover, fewer large-scale weather events, a relatively mild hurricane season, and lower non-catastrophe claims volumes also contributed to a more stable claims environment.
“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.”
Who ranks highest for claims satisfication?
Rhode-Island-based Amica ranked highest in overall customer satisfaction with a score of 773, followed by The Hartford at 756 and Chubb at 744.
The U.S. Property Claims Satisfaction Study evaluates the claims experience across eight key dimensions, listed in order of importance: fairness of settlement; level of trust; timeliness of claim resolution; interactions with representatives; digital channel experience; effectiveness of communication; ease of initiating a claim; 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 prior nine months and was conducted between December 2024 and December 2025.
Other key findings from the study:
- Satisfaction rises despite cost pressures:
Nearly one in five homeowners (19%) faced a combination of premium increases, higher out-of-pocket costs, and deductibles of $1,000 or more. Satisfaction among this group remains low at 606 (on a 1,000-point scale). However, overall industry satisfaction increased 20 points to 702, indicating broader improvements in the claims experience. - Faster repair and payment timelines:
Average repair completion time declined to 29.6 days, a 2.8-day improvement year over year. Time to final payment also improved, falling 3.4 days to 40.7 days. Use of direct repair programs—utilized by 41% of customers—continues to drive efficiency, with repairs starting sooner and completing more than two weeks faster on higher-severity claims compared to non-network repairs. - Digital engagement continues to expand:
Adoption of digital tools increased across the claims lifecycle, including first notice of loss (38%), photo submissions for estimating and payment (49%), and status updates (45%). Customers using these tools report higher satisfaction at each stage than those relying on traditional channels. - Gaps remain in meeting expectations:
Just over half of customers (51%) say their insurer met expectations, and 15% report expectations were exceeded. However, 34% say their policy fell short. The most common issues include insufficient explanation of estimates or settlements, higher-than-expected out-of-pocket costs, and the need for repeated customer follow-up.
