2025 U.S. Property Claims Satisfaction Study Findings

This report presents the findings of the J.D. Power 2025 U.S. Property Claims Satisfaction Study, which evaluates customer satisfaction with homeowners insurance claims. The study reveals that increasing catastrophic events, rising premiums, and prolonged repair cycles are contributing to customer dissatisfaction. It notes that the average claim cycle time has reached 32.4 days, with final payments taking over 44 days, marking the longest duration since the study's inception in 2008. Additionally, the report highlights that half of the surveyed customers experienced insurer-initiated premium increases, significantly impacting overall satisfaction. Communication ease is identified as a crucial factor, with higher satisfaction scores reported by customers who find it easy to communicate with their insurers. The study also indicates that digital tools enhance satisfaction, particularly among younger customers. Chubb is ranked highest in property claims satisfaction with a score of 773, followed by Amica and The Hartford. The study is based on responses from 5,178 homeowners who filed claims within the last nine months.