2025 U.S. Auto Claims Satisfaction Study Results

The document is a report detailing the findings of the J.D. Power 2025 U.S. Auto Claims Satisfaction Study. It outlines the current state of customer satisfaction regarding auto insurance claims, noting that while auto insurance rates have begun to decline, customer satisfaction remains largely unchanged. The study reveals that 26% of customers now have deductibles of $1,000 or more, which has led to a flat overall satisfaction score of 700 on a 1,000-point scale. The report highlights that many customers have made adjustments to their policies to reduce costs, but these changes have negatively impacted their satisfaction. Key findings include a decrease in claims severity, with total losses accounting for 27% of claims, and an improvement in repair cycle times. Erie Insurance ranks highest in customer satisfaction with a score of 743, followed by NJM Insurance Co. and Liberty Mutual. The study is based on responses from 9,455 customers who settled a claim within the past nine months.