Homeowners Insurance Claims Satisfaction Sees Strong Improvement, According to New JD Power Study

CHICAGO - A new JD Power study released this week finds that customer satisfaction with the homeowners insurance claims process increased significantly, reflecting the property casualty insurance industry's continued commitment to supporting policyholders when disaster strikes.

"Helping individuals, families, and businesses recover after a loss is at the core of our industry's mission," said David A. Sampson, president & CEO of the American Property Casualty Insurance Association (APCIA). "The JD Power study underscores insurers' commitment to being there for our policyholders when they need us most by providing a fast, efficient, and transparent claims experience."

The findings come as homeowners insurers and policyholders continue to face challenges with more frequent and severe weather events and persistently high costs to repair and rebuild homes, which have created pressure on the claims process and the cost of insurance. In the last five years, U.S. insurers incurred a record $522 billion (in 2025 dollars) in insured losses from natural disasters-the highest five-year total on record. The devastation wrought by these events is exacerbated by more people living and building in areas that are high-risk, such as the hurricane-prone coastline and the wildland urban interface, and other factors such as legal system abuse.

To help navigate these challenges, insurers have focused heavily on improving the claims experience for policyholders by:

• Investing in and enhancing digital tools to streamline the claims process;
• Improving communication to keep customers informed at every stage; and
• Focusing on fair and timely claim resolution.

"In recent years, forward-thinking insurers have been at the forefront of adopting emerging technologies, such as remote inspection tools, specialized apps, 3D modeling, and artificial intelligence, to improve the claims process," said Sampson. "These tools are helping insurers evaluate and pay claims faster, while also identifying risks earlier and working with policyholders to prevent damage before it occurs. Ultimately, the best claims experience is the one that never happens, which is why the industry is focused on mitigation and resilience to strengthen homes and communities."

For more information on the JD Power 2026 U.S. Property Claims Satisfaction Study, please click here.