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

Amica Ranks Highest in Property Claims Satisfaction

• 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.--(BUSINESS WIRE)--
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.

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JD Power 2026 U.S. Property Claims Satisfaction Study

“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.

To access the official release and complete visual rank charts, visit: http://www.jdpower.com/pr-id/2026015.

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.

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

Source: JD Power