U.S. Property Claims Satisfaction Study
Improve the Experience That Defines Policyholder Trust The Property Claims Satisfaction
The U.S. Property Claims Satisfaction Study analyzes how customers perceive their insurer’s performance across the entire property claims journey—from first notice of loss (FNOL) through repair and settlement. It provides clear, data-driven insights into how carriers can improve satisfaction, retention, and advocacy during one of the most critical moments in the customer relationship.
What the Study Measures
A Complete Benchmark of the Property Claims Experience
Evaluates claims experience across eight core dimensions:
• Fairness of the claim settlement
• Level of trust
• Time to settle the claim
• People (adjuster experience, professionalism)
• Digital channels
• Communication quality (“how and when I want”)
• Ease of starting the claim
• Ease of resolving the claim
Includes:
• Verified customer feedback
• Wave reporting for in-year tracking
• Annual award recognition
• Competitive benchmarks and segment comparisons
how it works
How the Property Claims Study Works
• Uses verified customer feedback across the full property claims lifecycle
• Measures satisfaction with digital and human interactions, settlement fairness, communication, and resolution
• Benchmarks performance against national competitors
• Identifies gaps in service delivery and customer experience
Core Strengths
Better Claims, Higher Trust
• Identifies operational and communication gaps driving dissatisfaction
• Connects claims performance to retention and advocacy outcomes
• Helps prioritize improvements that reduce friction and increase transparency
• Positions carriers for recognition as top claims performers
Business Impact
Claims Experiences That Build Trust
• Improve customer confidence during critical property loss events
• Identify breakdowns across communication, settlement, and resolution
• Support consistent service quality across digital and human touchpoints
• Reinforce brand trust through fair, transparent claims handling
• Strengthen retention following high-emotion service interactions
Key Dates
2026
Field Start: December 2024
Wave 1 Publish: June 25, 2025
Wave 2 Publish: October 15, 2025
Wave 3 Publish: March 10, 2026
Press Release: March 17, 2026
2027
Field Start: December 2025
Wave 1 Publish: June 24, 2026
Wave 2 Publish: October 14, 2026
Wave 3 Publish: March 9, 2027
Press Release: March 16, 2027
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
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 California (AAA)
Auto-Owners Insurance
Chubb
Cincinnati Insurance
COUNTRY Financial
CSAA Insurance Group (AAA)
Erie Insurance
Farm Bureau Financial Services
Farmers
Foremost
Frontline Insurance
Homesite
Liberty Mutual
Mercury
National General
Nationwide
Progressive Home
PURE Insurance^
Safeco
State Farm
The Hanover
The Hartford
Tower Hill Insurance
Travelers
Universal Direct
USAA^^
^^Not rank eligible
2027 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 California (AAA)
Auto-Owners Insurance
Chubb
Cincinnati Insurance
COUNTRY Financial
CSAA Insurance Group (AAA)
Erie Insurance
Farm Bureau Financial Services
Farmers
Foremost
Homesite
Liberty Mutual
Mercury
National General
Nationwide
Progressive Home
Safeco
Shelter Insurance
State Farm
The Hanover
The Hartford
Tower Hill Insurance
Travelers
Universal Direct
USAA^^
^^Not rank eligible
Who should use it
Built for Claims, CX, and Operations Leaders
• Claims executives
• Operations leaders
• Customer experience strategists
• Transformation teams focused on automation and communication
PowerSource
Insights Available at a Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
