Overall customer satisfaction with auto insurance claims is strained by high deductibles, according to J.D. Power's
"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 J.D. Power, in the press release. "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."
J.D. Power finds that overall satisfaction has remained around 700 points, on a 1,000-point scale, rising three points year-over-year. Some auto insurance customers, 7%, say they have not filed a claim for fear their rates would increase. According to the report, while many insurers filed for rate decreases in 2025, there are many customers who have not seen these changes, and 44% of those who have filed a claim in the last 12 months say they saw a price increase.
Erie Insurance ranked the highest in overall customer satisfaction at 743 points, followed by NJM Insurance Co. at 731 points and Liberty Mutual at 730 points.
Some customers, especially younger individuals, are adjusting policies to take on higher deductibles or not opting for rental insurance. Some Gen Z customers, 43%, who had a price increase now have a deductible of $1,000 or more. Overall customer satisfaction is lower for those who experienced a rate increase at 650 points, and 630 points for those with deductibles of $1,000 or more.
The U.S. Auto Claims Satisfaction study 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, fielded from September 2024 to August 2025, and excludes customers whose vehicle incurred only glass or windshield damage or was stolen, or who only filed a roadside assistance claim. The study analyzes the auto claims experiences of insurance customers across eight categories, 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.
