A seamless experience across their carrier’s channels factors heavily into customer satisfaction. (Credit: terovesalainen/Adobestock)
With auto insurers returning to profitability after years in the red, carriers are shifting their focus from raising rates toward improving relationships with their customers, J.D. Power reports. Their newly released 2025 U.S. Auto Insurance Study revealed that insurance customers have become increasingly unhappy, with 38% reporting they are not very satisfied with their insurer.
Good rates may convince a customer to initially purchase a policy from a carrier. However, J.D. Power’s research shows that when it comes to renewing that policy, quality customer service and good claims experiences are what keep people coming back.
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