This year, auto insurance rates have finally fallen after years of climbing higher. But that good news has not pushed insurer customer satisfaction scores with claims much higher, according to J.D. Power’s latest annual U.S. Auto Claims Satisfaction Study.
Scores remained largely flat in 2025, with an overall industry average of 700 points out of 1,000. That is just three points higher than in 2024.
J.D. Power says “customers are still feeling the sting” of several years of climbing rates that culminated in record high costs last year. As of now, 26% of auto insurance policyholders have a deductible of $1,000 or more, which suggests that customers are bumping up their deductibles to make their coverage more affordable.
In addition, 7% of customers say they have avoided filing a claim over fears that their rates could rise.
In a summary of the study findings, Mark Garrett, director of global insurance intelligence at J.D. Power, says:
“Auto insurance customers have made several adjustments to their policies in an effort to reduce costs — such as opting for higher deductibles, dropping rental coverage, avoiding filing claims and, in some cases, foregoing collision coverage altogether.”
The survey polled 9,455 auto insurance customers who settled a claim in the nine months prior to the survey. Customer satisfaction was determined across eight categories. In order of importance, they were:
- Trust
- Fairness of settlement
- People
- Time to settle claim
- Communication
- Ease of resolving claim
- Ease of starting claim
- Digital channels
Although overall claims customer satisfaction barely inched higher in 2025, five insurers easily exceeded the industry average of 700:
- Erie Insurance: 743 out of 1,000 points
- NJM Insurance Co.: 731
- Liberty Mutual: 730
- Nationwide: 729
- Automobile Club of Southern CA (AAA): 726
In addition, several others topped the industry average.
- CSAA Insurance Group (AAA): 720 out of 1,000 points
- Amica: 718
- State Farm: 716
- The Hartford: 716
- Auto-Owners Insurance: 711
- American Family: 702
- Mercury: 701
USAA earned a customer satisfaction score of 741 for claims. But the insurer, which only serves military members and their families, was excluded from J.D. Power’s rankings.
Several other insurance companies had scores that fell below the industry average of 700. They are:
- Auto Club Group (AAA): 697 out of 1,000 points
- Geico: 697
- Allstate: 693
- Travelers: 691
- Farmers: 690
- Progressive: 673
- Safeco: 672
- National General: 605
J.D. Power notes that overall, insurance rates began falling in May 2024, with the trend continuing throughout the rest of that year and throughout 2025. A number of insurers filed for rate decreases in 2025, but many customers have yet to feel the impact of those lower costs.
The company notes that nearly half of policyholders — 44% — report an increase in their rates over the past year. Those who report such hikes have an overall customer satisfaction rating that is 104 points lower than policyholders who did not see their rates climb.
If you’re unhappy with your rate, consider shopping around. Online tools now make the process easier, gathering quotes for you.
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