Nearly half of all new auto and home insurance policies — 47% — are now purchased digitally, making insurer websites and apps a critical part of how people shop for and manage their coverage.
But according to a recent J.D. Power study, customers aren’t so happy with those digital tools.
Overall satisfaction with insurance websites and mobile apps has declined in 2026, with customers struggling to find the information they need and largely ignoring the virtual assistants and chatbots built to help them.
The J.D. Power 2026 U.S. Insurance Digital Experience Study, based on over 11,500 surveys, measures how well insurer digital tools serve both existing customers and new shoppers.
The analysis covers desktop and mobile web and apps across two segments: service (how well insurers support current policyholders) and shopping (how well they help prospective customers get quotes and compare options). Both segments are evaluated across four factors of customer satisfaction:
- Design
- Information
- System performance
- Tools/capabilities for service; quoting for shopping
The report notes that insurance premiums have been coming down nationally, prompting more consumers to comparison shop. But that surge in digital traffic is exposing some significant gaps. Eric McCready, director of digital solutions at J.D. Power, explains in a summary of the findings:
“Some insurers have embraced this digital transformation by building well-thought-out, easy-to-navigate digital properties, but many are still struggling to deliver the right mix of information and resources customers can use to get the information they need.”
The best and worst insurance companies for service
The average customer satisfaction score for service is 695 on a 1,000-point scale, down 4 points from last year. Here are the companies that beat the average:
- Amica: 730
- Nationwide: 723
- Geico: 717
- Liberty Mutual: 711
- Allstate: 710
- State Farm: 699
- Progressive: 696
It’s worth noting that USAA earned a score of 715. However, J.D. Power excluded USAA from its ranking. (The company specifically serves people in the U.S. military community, veterans and their eligible family members.)
Here are the companies that came in under the average:
- American Family: 691
- Farmers: 690
- The Hartford: 690
- Auto-Owners Insurance: 688
- Travelers: 672
- Foremost Insurance Group: 660
- Erie Insurance: 651
- Mercury: 648
- Safeco: 640
- Auto Club of Southern California (AAA): 634
The best and worst insurance companies for shopping satisfaction
The average customer satisfaction score for shopping is 523 on a 1,000-point scale, down 12 points from last year. Here are the companies that beat the average:
- National General: 553
- Automobile Club Group (AAA): 546
- Erie Insurance: 545
- Farmers: 542
- State Farm: 531
- Homesite: 530
- Auto Club of Southern California (AAA): 529
- Safeco: 529
- Kemper: 528
- Travelers: 528
- Foremost Insurance Group: 527
- American Family: 524
- Progressive: 524
USAA earned a score of 524 in shopping satisfaction but was excluded from the ranking.
Following are the companies whose scores fell below the segment average:
- Amica: 522
- Liberty Mutual: 522
- Country Financial: 516
- The Hartford: 514
- Allstate: 513
- Mercury: 511
- CSAA Insurance Group (AAA): 510
- Geico: 508
- Auto-Owners Insurance: 498
- Chubb: 498
- Nationwide: 495
According to J.D. Power, most insurance shoppers lack access to comprehensive price comparison tools, despite data showing these features nearly double a customer’s likelihood to buy.
Over a quarter of shoppers (28%) encounter no price comparison tools during their search. Only a third see competitor pricing, and just 27% are offered alternative policy options from the same brand.
You don’t have to rely on your insurance company to provide comparisons. This online tool from Insurify allows you to quickly shop the best auto insurance rates in your area.
And if you’re in the market for home insurance, you can find the best local rates fast with this online tool.
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