Auto Claims Satisfaction Study

Auto Insurance Claims

The J.D. Power U.S. Auto Claims Satisfaction Study provides an analysis of customers’ perceptions of their insurer’s performance throughout the entire claims experience, from first notice of loss through the repair and delivery of their vehicle or settlement of a total loss. This study provides insights into how insurers can not only continue to improve customer satisfaction with the claims process, but also how they can differentiate themselves in order to ensure retention and advocacy, both of which are critical to growth and profitability.

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Claims Adjuster


Why subscribe?

A subscription to this study will help you identify key performance indicators for improvement throughout the claims process and leverage drivers of satisfaction among claimants in the United States. You’ll also receive competitive insights into which brands are exceeding customer expectations and what steps they are taking to succeed.

Experiences Explored

This study provides an analysis of the claims experience across 6 key factors:

  • Claim Servicing
  • Estimation Process
  • First Notice of Loss
  • Rental Experience
  • Repair Process
  • Settlement

Key Dates

2023 Auto Claims Study Dates

Press Release & Award Information

J.D. Power will issue a national press release that will highlight key findings and trends from the study and include top-to-bottom rankings of the insurers in the study that meet J.D. Power’s predetermined research criteria. The insurer that ranks highest and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.


Profiled Brands

2023 Brands Targeted to be Profiled*

Final profiled list will be available upon study publication

  • Allstate
  • American Family
  • Amica Mutual
  • Automobile Club Group (AAA)
  • Automobile Club of Southern California (AAA)
  • Auto-Owners Insurance
  • COUNTRY Financial
  • CSAA Insurance Group (AAA)
  • Erie Insurance
  • Farmers
  • Kemper
  • Liberty Mutual
  • MAPFRE Insurance
  • Mercury
  • National General
  • Nationwide
  • NJM Insurance
  • Progressive
  • Safeco
  • Shelter
  • State Farm
  • The Hanover
  • The Harford
  • Travelers
  • USAA^

^Brand is not rank eligible because it does not meet study award criteria

* On April 7, 2021, MetLife’s property and casualty business (MetLife Auto & Home) was acquired by Farmers Insurance Group, and as of 9/15/2021 J.D. Power will no longer be publicly ranking MetLife in our P&C studies.

(Updated 2/6/2023)

Make decisions with confidence

Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.

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