TROY, Mich.--(BUSINESS WIRE)--Oct 28, 2025--
Auto insurance rates have finally started to decline from the near-record highs of 2024, but customers are still feeling the sting of several years of sky-high insurance costs when it comes to their claims experience. According to the J.D. Power 2025 U.S. Auto Claims Satisfaction Study, SM released today, 26% of auto insurance customers now have deductibles of $1,000 or more, and 7% of auto insurance customers say they’ve avoided filing a claim for fear their rates could rise. As a result, overall satisfaction with the auto insurance claims process is largely flat at 700 (on a 1,000-point scale), rising just 3 points year over year.
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“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. “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.”
Following are some key findings of the 2025 study:
Study Ranking
Erie Insurance ranks highest in overall customer satisfaction with a score of 743. NJM Insurance Co. (731) ranks second and Liberty Mutual (730) ranks third.
The U.S. Auto Claims Satisfaction Study examines the auto claims experiences of customers from the largest insurance providers throughout the United States across eight dimensions (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. It 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. It was fielded from September 2024 through August 2025. The study excludes claimants whose vehicle incurred only glass/windshield damage or was stolen, or who only filed a roadside assistance claim.
For more information about the U.S. Auto Claims Satisfaction Study, visit
https://www.jdpower.com/business/insurance/auto-claims-satisfaction-study.
To view the online press release, please visit http://www.jdpower.com/pr-id/2025139.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company's business offerings, visit JDPower.com/business. The J.D. Power auto-shopping tool can be found at JDPower.com.
About J.D. Power and Advertising/Promotional Rules:www.jdpower.com/business/about-us/press-release-info
1 J.D. Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2006). Millennials (1982-1994) are a subset of Gen Y.
J.D. Power 2025 U.S. Auto Claims Satisfaction Study
