More people buying insurance digitally: JD Power

Forty-four percent of insurance policy buyers are purchasing through digital channels, according to JD Power. And as customers have been faced with larger premium costs, they are expecting more from insurance companies, according to the report. 

The Insurance Intelligence Report from JD Power includes market data on issues confronting insurers in 2026. 

When customers have a digital experience with a satisfaction score of 801 (on a 1,000 point scale) or higher, 92% say they definitely will use digital channels in the future. 

Customer satisfaction has held steady, according to the report. But 29% of insurance customers switched insurers last year. 

Fifty-seven percent of customers shopped for auto insurance in 2025, up from 49% in 2024, according to the results. In 2025, 17% of insurers offered usage based insurance programs to shoppers, up from 15% in 2024, down from 2023 when it was 22%.

Artificial intelligence is also starting to play a role in the insurance shopping process. The report suggests companies should deliver personalized information about premiums to customers.

The Digital Insurance Predictions 2026 survey highlights what technology will change how insurance companies operate. Fifty-three percent said cybersecurity and threat intelligence tools and 52% said Gen AI.

The survey was fielded online, October to December 2025, among 100 insurance industry professionals. Respondents represent a range of organization types including agencies/brokerages, 33%, P&C carriers, 18%, multi-line carriers, 15%, health insurance carriers, 12%, and life insurance carriers, 7%.