Paul Sanchez
J.D. Power is a global leader in consumer insights, advisory services, and data and analytics. It is a marketing research firm that uses big data, artificial intelligence, and algorithmic modelling to understand consumer behaviour and provide industry intelligence on customer interactions with brands and products. J.D. Power's ratings are an industry benchmark for customer satisfaction, with a solid score indicating that policyholders are satisfied with their insurance company and a negative score indicating poor customer satisfaction. The company conducts customer satisfaction surveys for auto, homeowners, life, commercial, and other insurance products. For instance, the J.D. Power 2025 Property Claims study ranked Chubb, Amica, and The Hartford as the top three companies for home insurance claims satisfaction. J.D. Power's annual U.S. Auto Insurance Study also assesses customer satisfaction with auto insurance providers across various regions and dimensions such as trust, price for coverage, and problem resolution.
| Characteristics | Values |
|---|---|
| Industry | Insurance |
| Type of company | Consumer insights and analytics company |
| Sample size | 41,242-48,121 auto insurance customers |
| Customer satisfaction factors | Price, service, positive claims experience, seamless cross-channel interactions, level of trust, people, ease of doing business, product/coverage offerings, problem resolution, digital channels |
| Benchmark | Customer satisfaction |
| Rating scale | Poor-to-perfect rating scale |
| Rating impact | A solid score indicates satisfied policyholders, a negative score indicates poor satisfaction |
| Rating independence | Yes, but award winners may pay to license the use of awards in advertising |
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Customer satisfaction
J.D. Power is a consumer insights and analytics company that provides key insights into auto, homeowners, life, commercial, and other insurance products. It is a global leader in consumer insights, advisory services, and data and analytics. J.D. Power has been delivering industry intelligence on customer interactions with brands and products for more than 50 years. The company uses big data, artificial intelligence (AI), and algorithmic modelling capabilities to understand consumer behaviour.
J.D. Power ratings are an industry benchmark for customer satisfaction. A solid J.D. Power score indicates that policyholders are satisfied with their insurance company, while a negative score reflects poor customer satisfaction. The J.D. Power customer satisfaction surveys are used by companies like CNBC Select to evaluate providers.
J.D. Power conducts annual studies on customer satisfaction with auto insurance and homeowners insurance. The 2025 U.S. Auto Insurance Study found that 38% of customers were not very satisfied. The study also revealed that seamless cross-channel interactions drive customer experience. When insurers deliver on this key performance indicator, customers are more likely to trust their insurer, feel better about the people they work with, and find it easy to work with their insurer. The study measured customer satisfaction in 11 geographic regions and addressed usage-based insurance (UBI).
The 2024 U.S. Auto Insurance Study found that rate increases did not necessarily diminish customer satisfaction with auto insurers. However, the study also showed that only 49% of customers had trust in their auto insurer. The study measured customer satisfaction in 11 geographic regions, including California, Central, Florida, Mid-Atlantic, New England, New York, North Central, Northwest, Southeast, Southwest, and Texas.
J.D. Power's 2025 Property Claims Study ranked Chubb, Amica, and The Hartford as the top three companies for home insurance claims satisfaction, while Safeco and Homesite were the bottom two. The overall home insurance satisfaction survey in September 2024 ranked Chubb as the best, followed by AIG, and Amica in third place. The study also found that rate increases negatively impacted customer satisfaction, with half of the customers reporting rate increases in the past year. Customers expressed greater satisfaction when they could easily communicate with their insurer during a claim and were less satisfied when they had to leave voicemails or make repeated calls without timely follow-up.
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Trust
J.D. Power is a consumer insights and analytics company that is considered a reliable source for judging insurance companies. It is a global leader in consumer insights, advisory services, and data and analytics. It has been delivering industry intelligence on customer interactions with brands and products for over 55 years. J.D. Power ratings are an industry benchmark for customer satisfaction.
The J.D. Power 2025 U.S. Auto Insurance Study found that 38% of customers are not very satisfied. However, the study also showed that when customers have a high level of trust in their insurer, customer satisfaction and brand advocacy increase significantly, even in the face of rate increases. The study measured customer satisfaction with auto insurance in 11 geographic regions, with the top-ranked companies in each region being:
- California: Auto Club of Southern CA (AAA) (676)
- Central: Shelter (673)
- Florida: Allstate (660) and GEICO (660) (tie)
- Mid-Atlantic: NJM Insurance Co. (721)
- New England: Amica (735)
- New York: New York Central Mutual (652)
- North Central: Erie Insurance (684)
- Northwest: State Farm (648)
- Southeast: Erie Insurance (718)
- Southwest: CSAA Insurance Group (AAA) (676)
- Texas: Nationwide (657)
The 2024 J.D. Power U.S. Home Insurance Study found that rate increases led more people to shop around. The study surveyed 14,122 homeowners and renters on five factors: trust, price for coverage, people, digital channels, problem resolution, product/coverage offering, and ease of doing business. Chubb and Amica were the top two companies in the rankings, but they serve different markets. Chubb's home insurance program targets high-value homes, while Amica has a wider market.
J.D. Power's overall home insurance satisfaction survey, released in September 2024, ranked Chubb as the best home insurance company, followed by AIG, with Amica in third place.
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Price for coverage
J.D. Power is a consumer insights and analytics company that provides ratings for various industries, including insurance. Its ratings are based on customer surveys that focus on different factors contributing to overall customer satisfaction. One of the critical factors considered in J.D. Power's ratings is the "price for coverage." This factor carries significant weight in customers' decisions when purchasing insurance.
In the context of auto insurance, J.D. Power's 2025 U.S. Auto Insurance Study revealed that price is a primary factor attracting customers to a particular insurer. Good rates and low costs are the top reasons customers choose an auto insurance provider. However, when it comes to renewing policies, good service and positive claims experiences become more crucial in retaining clients. The study also highlighted the importance of seamless cross-channel interactions in driving overall customer satisfaction.
For homeowners insurance, J.D. Power conducts an annual U.S. Home Insurance Study that surveys policyholders on overall customer satisfaction. This study includes various factors, with "price for coverage" being one of the key dimensions. The 2024 study ranked Chubb as the best home insurance company, with Amica and AIG following closely behind.
J.D. Power's ratings also extend to life insurance companies. Their researchers analyse customer responses on factors such as communication, interaction, price, product offerings, and statements. The data is then scored on a 1,000-point scale, with the industry average score for life insurance standing at 774 as of 2022.
It's worth noting that J.D. Power's ratings are highly regarded in the insurance industry as they provide valuable insights into customer satisfaction. A solid J.D. Power score indicates that policyholders are generally satisfied with their insurance company, while a negative score reflects poor customer satisfaction. This information helps insurance companies identify areas for improvement and make necessary adjustments to enhance customer satisfaction.
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Problem resolution
J.D. Power is a consumer insights and analytics company that provides data and ratings for a variety of industries, including insurance. Its ratings are considered an industry benchmark for customer satisfaction. The company conducts various studies and surveys to evaluate insurance companies and their performance in different areas. One of the critical areas J.D. Power assesses is problem resolution.
The J.D. Power 2025 U.S. Auto Insurance Study, for example, measures customer satisfaction with auto insurance in 11 geographic regions: California, Central, Florida, Mid-Atlantic, New England, New York, North Central, Northwest, Southeast, Southwest, and Texas. Within this study, problem resolution is one of the seven core dimensions used to rate insurance companies. The study found that seamless cross-channel interactions significantly influence overall customer satisfaction. When insurers provide a seamless experience across different channels, customers are more likely to trust their insurer, feel better about the people they work with, and find it easier to work with the company.
The study also revealed that good service and positive claims experience are crucial for client retention. Customers are more satisfied when they can easily communicate with their insurer during a claim and are less satisfied when they have to leave voicemails or make repeated calls without timely follow-up.
In addition to auto insurance, J.D. Power also conducts studies on homeowners insurance. The 2025 Property Claims study ranked Chubb, Amica, and The Hartford as the top three companies for home insurance claims satisfaction. While the overall satisfaction survey in September 2024 ranked Chubb as the best, followed by AIG and Amica in third place. These studies consider various factors, including problem resolution, to determine the rankings.
J.D. Power's ratings are based on extensive data collection and rigorous research. The company gathers information from a large number of insurance customers and industry experts. For example, the 2025 U.S. Auto Insurance Study was based on responses from 48,121 auto insurance customers. By combining unbiased methodology, large sample sizes, and financial independence, J.D. Power provides reliable insights into the insurance industry and helps consumers make informed decisions about their insurance choices.
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Digital channels
J.D. Power's 2024 U.S. Insurance Digital Experience Study evaluated the digital consumer experiences of both property and casualty (P&C) insurance shoppers seeking quotes and existing customers conducting typical policy-servicing activities. The study examined the functional aspects of desktop, mobile web, and mobile apps based on four factors: navigation, speed, visual appeal, and information/content.
The study found that a strong majority of auto insurance websites and apps are delivering foundational functional capabilities, but fewer are offering value-added services that set them apart. Despite this, overall digital satisfaction remains strong, with a score of 516 out of 1000, only 5 points lower than the previous year.
The 2025 U.S. Insurance Digital Experience Study further emphasized the importance of digital channels, with 57% of auto insurance customers actively shopping for a new policy in the past year, the highest rate ever recorded by J.D. Power. The study also highlighted the variability of digital experiences, with notable differences in the quality of experiences across different insurer websites and apps.
J.D. Power's studies provide valuable insights into the digital experiences of insurance customers and can guide insurers in improving their digital offerings to enhance customer satisfaction and retention.
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Frequently asked questions
J.D. Power is a marketing research firm that analyzes consumer satisfaction for a long list of products and services. It is a global leader in consumer insights, advisory services, and data and analytics.
J.D. Power rates insurance companies based on customer satisfaction. Its customer satisfaction surveys provide key insights into auto, homeowners, life, commercial and other insurance products.
J.D. Power combines an unbiased methodology with a large sample size and financial independence. For example, the 2025 U.S. Auto Insurance Study was based on responses from 48,121 auto insurance customers and was fielded from May 2024 through April 2025.
