U.S. Auto Claims Satisfaction Study (ACS)
See the Claims Experience the Way Customers Do
The U.S. Auto Claims Satisfaction study measures every moment of the auto claims journey – from First Notice of Loss through repair or total loss. Built on verified customer feedback, it evaluates the human and digital touchpoints that shape trust, satisfaction, and loyalty.
What the Study Measures
A Complete View of Claims Performance
Evaluates customer experience across the full claims lifecycle in eight dimensions:
• Communication
• Digital Channels
• Ease of Starting a Claim
• Ease of Resolving a Claim
• Fairness of Settlement
• People
• Time to Settle
• Trust
Includes:
• Competitive benchmarks
• Wave reporting
• Segment-level analysis
• Annual award recognition for top-performing carriers
How the Auto Claims Satisfaction Study Works
• Surveys verified auto insurance claimants following repair or total loss
• Measures sentiment, ease, fairness, and trust across human and digital interactions from FNOL through settlement
• Benchmarks performance across national and segment-level competitors
Faster Claims, Stronger Loyalty
• Identifies key pain points driving dissatisfaction across the claims journey
• Reveals what top-performing carriers do differently in claims execution
• Connects claims performance directly to loyalty and renewal behavior
• Provides competitive context across the U.S. insurance market
• Supports award licensing for top-performing carriers
Reduce Cycle Time, Improve Retention
• Reduces average claim cycle times by 10–20%
• Increases trust and satisfaction by 15–25%
• Improves renewal likelihood by 2–3× for satisfied customers
• Strengthens brand differentiation through award recognition
• Improves alignment between claims and policy service functions
Key Dates
2025
Field Start: September 2024
Wave 1 Publish: February 20, 2025
Wave 2 Publish: April 23, 2025
Wave 3 Publish: July 10, 2025
Wave 4 Publish: October 21, 2025
Press Release: October 28, 2025
2026
Field Start: August 2025
Wave 1 Publish: January 27, 2026
Wave 2 Publish: April 22, 2026
Wave 3 Publish: July 9, 2026
Wave 4 Publish: October 20, 2026
Press Release: October 27, 2026
Press Release & Award Information
JD Power issues national press releases highlighting key findings and top-to-bottom rankings from award-eligible studies. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the study as a prerequisite.
Profiled Brands
2025 Brands Targeted to be Profiled
Final profiled list will be available upon study publication
Allstate
American Family
Amica
Automobile Club of Southern CA (AAA)
Auto Club Group (AAA)
Auto-Owners Insurance
CONNECT by American Family
COUNTRY Financial
CSAA Insurance Group (AAA)
Direct Auto Insurance
Erie Insurance
Farmers
GEICO
Kemper
Liberty Mutual
MAPFRE Insurance
Mercury
National General
Nationwide
NJM Insurance Co.
Plymouth Rock Assurance
Progressive
Safeco
Sentry Insurance
Shelter Insurance
State Farm
The Hanover
The Harford
Travelers
USAA^
^Brand is not rank eligible because it does not meet study award criteria
2026 Brands Targeted to be Profiled
Final profiled list will be available upon study publication
Allstate
American Family
Amica
Auto Club Group (AAA)
Automobile Club of Southern CA (AAA)
Auto-Owners Insurance
CONNECT by American Family
COUNTRY Financial
CSAA Insurance Group (AAA)
Dairyland
Direct Auto Insurance
Erie Insurance
Farmers
GEICO
Kemper
Liberty Mutual
MAPFRE Insurance
Mercury
National General
Nationwide
NJM
Plymouth Rock Assurance
Progressive
Safeco
Shelter Insurance
State Farm
The Hanover
The Hartford
Travelers
USAA^
^Brand is not rank eligible because it does not meet study award criteria
Who should use it
Designed for Claims and CX Leaders
• Claims executives
• Operations leaders
• Customer experience strategists
• Digital transformation and process improvement teams
PowerSource
Insights Available at a Touch of a Button
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