The insurance customer experience has taken a hit for homeowners over the last year amongst increasing natural catastrophes, widespread premium bumps and slow repair times. J.D. Power recently released its 2025 U.S. Property Claims Satisfaction Study, which delves into the intricacies of customer attitudes toward their home insurers.
“There were 27 catastrophic events in 2024 and 28 the year before. Homeowners insurers are currently losing roughly one nickel on every dollar of premium they collect, and with total cost of events like the California wildfires still being assessed, there seems to be no end in sight,” Mark Garrett, director of intelligence at J.D. Power, said in a release. “Customers are, in essence, paying higher prices for slower service. The average claimant does not receive final payment on a claim until 44 days after the first notice of loss, and unless insurers are communicating frequently and clearly along the way, customer satisfaction suffers.”
Findings from J.D. Power’s 2025 Claims Study included the following.
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