A combination of faster repair and payment cycle times, along with enhanced digital c
apabilities, has helped drive significant improvements in the overall customer experience with the property claims process in the United States.
JD Power reported those findings while announcing results of its 2026 U.S. Property Claim
s Satisfaction Study. The annual survey found those improvements offset the negative effects of higher prices.
A decline in large-scale weather events, a relatively calm hurricane season and a reduction in non-catastrophic claims volumes also broug
ht some stability to the claims process, the global data analytics and consumer intelligence company said in a press release.
“Thanks to investments made over the past several years in digital channels that m
ake it faster and easier to communicate with customers throughout the claims process, insurers have made important efficiency gai
ns that are translating into better customer experience,” said Mark Garrett, director of insurance intelligence at JD Power. “Despite the industry-wide im
provement, 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.”
The study found overall customer satisfaction rose 20 points to 702 on a 1,000-point scale. Amica ranked highest with a score of 773, followed by
The Hartford (756) and Chubb (744). Liberty Mutual, Nationwide, Erie Insurance and Progressive Home also ranked above the study average.
See more beautiful photo albums Here >>>
JD Power measured satisfaction with the property claims experience among in
surance customers who 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
Ease of resolving the claim
The 2026 study was fielded from December 2024 through December 2025 and is based on responses from 5,093 homeowners insu
rance customers who filed a claim within the previous nine months.
The average time required to complete a repair was 29.6 days—down 2.8 days from the previous year—and the average time before customers received final payment was 40.7 days, down 3.4 days.
