Join us for a welcome reception that brings together leaders and innovators from across the industry for an evening of conversation, networking, and fresh insight. Connect with peers, meet the JD Power team, and start building the relationships that will shape the discussions and decisions throughout the event.

Check-in and networking breakfast to meet fellow attendees and start the day.

Kick off the 2026 Insurance Summit with opening remarks that frame the opportunities and challenges reshaping the insurance landscape. This session will welcome attendees, outline the Summit’s focus on data-driven decision-making and customer-centric innovation, and highlight the key themes you’ll hear throughout the day. 

Auto claims is changing fast, and good partners with deep understanding are at the heart of navigating that change. Hear from the auto claims leaders at Enlyte to understand how a legacy built on data, industry collaboration, and AI innovation experience come together to create Auto Physical Damage and Auto Casualty claims solutions. From a rich data heritage to ten years of AI learning and impact, the session highlights where the industry has been—and where it’s going next.

As vehicles become more complex, accurate and timely build level data is transforming pricing, underwriting, and claims. This session explores how deeper visibility into a vehicle’s specifications and true market value can unlock more precise risk assessment, streamline claims, and deliver meaningful value gains for both carriers and their customers.

The U.S. auto retail industry enters 2026 from a position of historic strength, but looking ahead, headwinds and tailwinds abound. This session unpacks the forces that will shape the auto industry in 2026, and what that means for consumers and industry stakeholders.

Insurance shoppers’ use of AI tools is changing faster than most of us can keep up with. Google and JD Power have both done work on consumer behaviors and preferences in using AI for insurance shopping, and this conversation will bring to light the most recent insights from both companies.

Explore how consumers are actively using artificial intelligence and digital channels to simplify, personalize, and elevate their insurance shopping and servicing experiences—and uncover the emerging behaviors and expectations shaping carriers’ AI strategies for the years ahead.

Assess the evolving role of the insurance agent—still one of the most influential drivers of customer trust and policyholder satisfaction. This panel will bring forward new insights into how agents perceive their relationships with carriers and how customers evaluate their interactions with agents, revealing opportunities for carriers to strengthen alignment, improve experiences, and differentiate in an increasingly competitive marketplace.

The US property insurance industry is facing a paradox: stable claim volumes are being overshadowed by soaring severity, inflation, and rising policyholder costs. With nearly 20% of homeowners facing deductibles over $1,000, the claims process has become a high-friction environment where over a third of customers feel their expectations are not met.

This session deconstructs the root causes of these satisfaction gaps—from opaque settlement processes to the lack of proactive communication. By identifying the operational hurdles that bloat cycle times and erode trust, we will establish the strategic groundwork for the afternoon breakouts, empowering attendees to transform their claims operations into a modern, high-consistency service model.

Overview: AI is reshaping how carriers acquire, price, and serve customers. From chatbots to predictive underwriting, this session focuses on practical, customer-facing AI applications. Behind the customer-facing applications are several pillars of success that can help companies avoid common missteps and initiate, maintain and maximize AI effectiveness over the long-term.

Key Focus Areas:

• AI Best practices and keys to a successful implementation 

• Building consumer trust in AI-driven engagement 

• How AI can help to improve speed and reducing friction to deliver an improved client experience
  

While volatility in homeowners claim frequency, catastrophes and severity persist, growing consumer cost pressures are straining trust and satisfaction. This session highlights the latest trends in property claims satisfaction and how digital engagement, faster claims handling, and repair network strategies are boosting outcomes—and where insurers must act to improve transparency, customer confidence, and meet evolving expectations.

Overview: Today’s auto shopper expects instant quotes, clear explanations, and personalized pricing. This session explores how carriers can meet expectations while maintaining underwriting discipline.
Key Focus Areas:

• Rise of digital comparison and aggregator behavior

• Expectations around quote speed and pre-fill

• Transparent communication around rate changes

• Using VIN-level vehicle data to simplify quoting

• Balancing personalization with regulatory fairness
  
  

As catastrophic events increase in frequency and severity, claims organizations and contractors are on the front lines of delivering on the insurance promise. This panel will address the current state of the CAT landscape and challenges of facing a year-round cycle of constant weather volatility and the growing complexity of (CAT) response.  

A key theme will be operational resilience: how claims teams prepare in advance of CAT events and then execute objectives, coordinate in real time, and adapt quickly as conditions change on the ground. Panelists will discuss the importance of having a continuous improvement feedback loop and share lessons learned from recent catastrophes.   

Overview: Retention is no longer a renewal-season event. Leading carriers are identifying at-risk customers months in advance and engaging proactively.

Key Focus Areas:

• Survey insights on why customers feel “surprised” at renewal

• Predictive churn modeling and early warning signals

• Outreach strategies before rate changes hit

• Personalized messaging by customer segment

• Turning rate increases into trust-building conversations
  

Claims organizations are under pressure to move faster, stay consistent, and support customers through increasingly complex situations. As experienced employees retire, preserving critical know-how has become just as important as improving access to information. Join this session to explore how insurers can make trusted expertise more accessible and use AI to strengthen decisions without losing the human judgment behind them. 

Overview:  Affordability is front and center for many households. This session examines price elasticity trends and how financial stress is reshaping insurance decisions.
Key Focus Areas:

• Segment-level price sensitivity in auto

• Down-shopping behaviors (higher deductibles, reduced coverage)

• Monthly payment preferences vs. paid-in-full trends

• Communicating value during rate adequacy cycles

• Protecting margin while managing retention
  
  

As we conclude today’s summit, we move from identifying challenges to solidifying the path forward. The industry has reached a critical juncture where the "severity crisis" and the "talent cliff" converge, creating a high-friction environment that leaves over a third of customers dissatisfied. This closing session synthesizes the day’s insights into a definitive strategic roadmap for claims leaders to transform operational pressure into a modern competitive advantage

Overview: Insurance plays a critical role in household financial stability. This session explores how insurers can support financial wellness while strengthening loyalty. 
Key Focus Areas:

• Survey insights on consumer financial stress 

• Flexible payment options and usage-based programs 

• Coverage education and right-sizing policies 

• Bundling strategies to reduce total household risk cost 

• Positioning insurance as protection—not just a bill
  
  

Networking breakfast to meet fellow attendees and start the day.

Recap key insights from the day before and preview today’s focus on data-driven decision-making and customer-centric innovation.

Leaders from JD Power and Plymouth Rock will discuss the view from the top of the organization on deploying AI. Topics include:

• How AI should reshape even agile IT processes

• The imperative for companies to use AI to deliver value to customers, not just the business

• The initial cost of deployment and how rates change over time

• The reduced need for traditional coding to create functions

• The importance of data

• How AI can reduce reliance on IT costs, resources, and timelines and move at the speed of business — but only if organizations reorganize to support it

• New metrics for success
  

Get a view into data on top competitors in P&C insurance to understand how communications are driving acquisition and retention of bundled customers and how insurers are targeting the most valuable consumers in their acquisition efforts.

Utilizing the robust Loyalty Indicator and Shopping Trends (LIST) dataset the JD Power data science team has developed predictive models that can accurately measure and track market trends and shifts. This session will showcase these new capabilities and demonstrate how LIST can help the industry monitor the ever changing landscape of insurance industry.

The auto insurance industry is rapidly moving toward AI-driven, digital-first workflows, and Touchless Claims represent the next evolution for handling low complexity auto physical damage claims. In this session, Bill Brower, SVP of Global Industry Relations & North America Claims at Solera, explains what “touchless” truly means for the claims journey as an end to end experience that minimizes friction, reduces handoffs, and uses automation while preserving human involvement for decision-making. Attendees will leave with a clear understanding of how AI and digital claims processing can improve customer experience, shorten cycle times, and drive more consistent outcomes.

Overview: Rate increases and economic pressure have fundamentally changed shopping behavior. This session reviews recent research and data to understand why auto and home customers shop, switch, or stay.

Key Focus Areas:

• Top drivers of switching: price, trust, claims experience, communication

• How inflation and premium increases impact loyalty

• Differences between auto-only vs. bundled households

• Generational shopping trends

• What consumers say they want vs. what they actually do
  
  

This session will provide a mid-year update on auto claim customer satisfaction trends where declining claim frequency—shaped by advanced vehicle technology and consumer behavior—are continuing to improve cycle times and boost satisfaction, though total loss claims remain a key challenge. This session will focus on how digital tools, consumer cost pressures and different approaches to servicing customers are continuing to impact the experience.

Overview: Bundled customers consistently show higher retention. This session focuses on consumer attitudes toward bundling and how predictive segmentation can improve cross-sell timing.

Key Focus Areas:

• Survey data on bundle decision triggers

• Lifecycle events (home purchase, vehicle purchase)

• Price vs. convenience trade-offs

• Communicating total household savings

• Improving lifetime value through coordinated engagement
  
  
  

Join us for a conversation with Brian Pozzi, SVP and Chief Claim and Strategy Officer at The Auto Club Group, and Kim Johnson, Chief Customer Officer at Hi Marley, as they discuss how claims organizations can modernize through more connected policyholder experiences.  

The discussion will include how ACG is approaching transformation to create a better policyholder experience while preserving the human judgment claims requires. Drawing on Hi Marley's work with more than 130 carriers, Kim will explore where claims communication is headed and how AI is enabling better coordination. They will also touch on what responsible adoption looks like in regulated environments and what leading organizations are beginning to build toward.  

Key takeaways:  

• Practical steps claims organizations can take to modernize with confidence  

• How connected communication can enhance the policyholder experience without losing the human element of claims  

• What responsible AI adoption looks like in a regulated claims environment 
  

Overview: Consumers increasingly question how rates are determined. Granular vehicle data provides an opportunity for clearer, more defensible pricing conversations.

Key Focus Areas:

•  Using VIN-level attributes to refine risk segmentation

• Explaining the impact of EVs and ADAS features

• Improving quote accuracy and minimizing mid-term adjustments

• Communicating fairness and transparency 

This panel will explore how customer services roles—from call centers to adjusters—are expected to evolve over the next few years with the growing influence of technology. Panelists will discuss how the importance of skills such as empathy and communication will become even more critical. Topics will include hiring for the future, investing in upskilling and continuous training, redefining career paths, and integrating technology in ways that enhance—rather than replace—employee effectiveness. The discussion will also address how to manage change within organizations, ensuring alignment across leadership, operations, and frontline teams.

Overview: The future of auto and home insurance lies in anticipating needs rather than reacting to them. This session brings together consumer research, AI, predictive analytics, and proactive communication strategies.

Key Focus Areas:

• Behavioral segmentation beyond demographics

• Predicting life events and coverage gaps

• Real-time personalization across channels

• Embedding analytics into marketing, underwriting, and service

• Measuring impact on acquisition cost and retention lift
  

Drawing on insights from the Claims Digital Experience study and a cross-industry point-of-view on the digital experience, Eric will provide an overview of best practices and share examples of digital experiences that can wow customers or fall short.  This presentation will focus on the key touchpoints throughout the claim process and highlight where digital interactions can provide a benefit or have room for improvement.