J.D. Energy’s 2025 U.S. Auto Insurance coverage Research exhibits that 38% of policyholders aren’t glad with their insurance coverage corporations, making them “exceedingly much less seemingly” to resume their insurance policies and extra prone to store round for a greater deal.
The U.S. Auto Insurance coverage Research, now in its twenty sixth yr, measures buyer satisfaction with auto insurers based mostly on efficiency in seven core dimensions on a poor-to-perfect ranking scale. So as of significance, particular person dimensions measured are: stage of belief, worth for protection, individuals, ease of doing enterprise, product/protection choices, drawback decision, and digital channels.
Prospects who’ve greater annual premiums, lengthy tenure with their present insurer, and a number of insurance policies with that insurer are least prone to renew with their current insurer, with 51% saying they “positively will” renew.
Good charges and low value are the highest causes auto insurance coverage clients cite for buying, however relating to renewing an current coverage, good service and optimistic claims expertise are the highest drivers of consumer retention.
J.D. Energy reported in Could that, previously yr, 57% of auto insurance coverage clients actively shopped for a brand new coverage, which was the very best purchasing charge ever recorded by the corporate.
“Now that insurers are shifting again into development mode, they really want to concentrate on cultivating and conserving high-value clients,” mentioned Stephen Crewdson, J.D. Energy’s managing director of insurance coverage enterprise intelligence, in a press launch. “However amongst lots of these clients, general satisfaction this yr isn’t significantly excessive. To shift that notion after the previous few years of serious charge will increase, insurers have to concentrate on delivering a tailor-made, seamless buyer expertise throughout all channels.”
General buyer satisfaction with auto insurers declined 2 factors to 644 on a 1,000-point scale in comparison with 2024.
J.D. Energy says a seamless expertise throughout channels is a very powerful driver of general satisfaction amongst auto insurance coverage clients.
“When insurers ship on this key efficiency indicator, clients are considerably extra prone to have greater ranges of belief of their insurer, really feel higher in regards to the individuals they’re working with, and really feel like it’s straightforward to work with their insurer,” the discharge states.
The annual examine measures buyer satisfaction with auto insurance coverage in 11 geographic areas. A separate class addresses usage-based insurance coverage (UBI), together with diagnostics that affect UBI contributors’ expertise with their insurer’s usage-based auto merchandise.
This yr’s highest-ranking auto insurers and scores by area are:
- California: Auto Membership of Southern CA (AAA) (676) — second consecutive yr
- Central: Shelter (673) — fifth consecutive yr
- Florida: Allstate (660) and GEICO (660)
- Mid-Atlantic: NJM Insurance coverage Co. (721)
- New England: Amica (735) — second consecutive yr
- New York: New York Central Mutual (652)
- North Central: Erie Insurance coverage (684) — fifth consecutive yr
- Northwest: State Farm (648)
- Southeast: Erie Insurance coverage (718)
- Southwest: CSAA Insurance coverage Group (AAA) (676) — second consecutive yr
- Texas: Nationwide (657)
- Utilization-based insurance coverage (UBI): Nationwide (698) — second consecutive yr
This yr’s examine is predicated on responses from 48,121 auto insurance coverage clients and was fielded from Could 2024 by means of April 2025.
A record-high of twenty-two corporations, together with six of the most important U.S. auto insurers, obtained a grade of C- or decrease from collision repairers on the 2025 “Insurer Report Card” for a way nicely their claims practices assist promote high quality repairs and customer support.
Not one of the high 10 largest and best-known auto insurers obtained an general grade greater than a C+, whereas greater than 60 different insurers ranked greater.
Based on S&P World Market Intelligence, the U.S. personal auto insurance coverage sector continues to get better considerably from traditionally poor underwriting efficiency in 2022.
“Substantial charge will increase have helped push the online mixed ratio for personal auto insurance coverage to 95.3% in 2024, marking a lower of almost 17 share factors from its peak of 112.2% in 2022,” the examine states.
The trade’s aggregated P&C traces posted a web mixed ratio of 96.5%, marking the perfect annual efficiency since 2013, when it was 96.2%, the examine discovered. S&P World says the determine represents a major enchancment from the earlier yr’s web mixed ratio of 101.6%.
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