The J.D. Power U.S. Property Claims Satisfaction Study provides an analysis of customers’ perceptions of their insurer’s performance throughout the entire claims experience, from first notice of loss (FNOL) through the repair of their property. The study provides insights into how insurers can not only improve customer satisfaction with the claims process, but also how they can improve retention and advocacy, both of which are critical to business growth.
Key Dates
Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include rankings of the carriers included in the study that meet J.D. Power’s predetermined research criteria. The carrier that ranks highest and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.
2021 Brands Profiled
AIG
Allstate
American Family
Amica Mutual
ASI Progressive
Auto Club of Southern California Insurance Group
Auto-Owners Insurance
Chubb
CSAA Insurance Group
Erie Insurance
Farmers
Homesite
Liberty Mutual
MetLife
Nationwide
Safeco
State Farm
The Hartford
Travelers
USAA^
2022 Brands Targeted to be Profiled*
(final profiled list will be available upon study publication)
AIG
Allstate
American Family
Amica Mutual
ASI Progressive
Auto Club of Southern California Insurance Group
Automobile Club Group
Auto-Owners Insurance
Chubb
COUNTRY Financial
CSAA Insurance Group
Erie Insurance
Farmers
Homesite
Liberty Mutual
National General
Nationwide
Safeco
State Farm
The Hartford
Travelers
UPC Insurance
USAA^
^Not rank eligible
* On April 7, 2021, MetLife’s property and casualty business (MetLife Auto & Home) was acquired by Farmers Insurance Group, and as of 9/15/2021 J.D. Power will no longer be publicly ranking MetLife in our P&C studies.
(Updated 9/16/2021)
The J.D. Power U.S. Insurance Shopping Study examines the entire auto insurance policy selection process to understand which customers are shopping; what triggers their shopping behavior; their attitudes and perceptions of auto insurance brands; and how they make their final purchase decision. The study provides insights into how insurers can not only continue to improve customer satisfaction with the shopping process, but also how they can develop effective campaigns to maximize their return on marketing investments.
Key Dates
Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include insurer rankings of the carriers included in the study that meet J.D. Power’s predetermined research criteria. This study will have two awards segments: Large and Mid-size*. The carrier(s) that rank highest in each segment and meet predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.
2021 Brands Profiled
Large Segment
Allstate
Farmers
GEICO
Liberty Mutual
Nationwide
Progressive
State Farm
Travelers
USAA^
Mid Segment
Automobile Club Group
Auto Club of Southern California Insurance Group
American Family
Amica Mutual
Auto-Owners Insurance
CSAA Insurance Group
Erie Insurance
The Hartford
Mercury
MetLife
National General
Safeco
2022 Brands Targeted to be Profiled*
(final profiled list will be available upon study publication)
Large Segment
Allstate
Farmers
GEICO
Liberty Mutual
Nationwide
Progressive
State Farm
Travelers
USAA^
Mid Segment
Automobile Club Group
Auto Club of Southern California Insurance Group
American Family
Amica Mutual
Auto-Owners Insurance
CSAA Insurance Group
Erie Insurance
The Hartford
Mercury
National General
Safeco
^Brand is not rank eligible because it does not meet study award criteria
Large consists of brands that write $4 billion or more in personal lines auto direct premiums written; Mid consists of brands that write 1 billion to 3.99 billion
* On April 7, 2021, MetLife’s property and casualty business (MetLife Auto & Home) was acquired by Farmers Insurance Group, and as of 9/15/2021 J.D. Power will no longer be publicly ranking MetLife in our P&C studies.
(Updated 9/16/2021)
The J.D. Power U.S. Insurance Digital Experience Study provides an analysis of shoppers’ and customers’ perceptions of a company’s digital channels and explores the correlation between website and mobile app updates/enhancements and engagement as well as an overall digital proficiency analysis provided by J.D. Power digital experts.
Key Dates
Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study as well as public facing rank charts for digital shopping and digital servicing. The carrier that ranks highest and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.
2021 Brands Profiled
Allstate
American Family
Amica Mutual
Auto Club of Southern California Insurance Group
Automobile Club Group
Auto-Owners Insurance
Chubb
CSAA Insurance Group
Erie Insurance
Farmers
GEICO
Kemper
Liberty Mutual
Mercury
MetLife
National General
Nationwide
Progressive
Safeco
State Farm
The Hartford
Travelers
USAA^
^ Brand is not rank eligible because it does not meet study award criteria.
(Updated 5/25/2021)
The J.D. Power U.S. Auto Insurance Study provides national and regional analyses of customers’ perceptions of their auto insurer’s ability to meet their expectations, and also explores the correlation between customer satisfaction and financial performance, particularly retention levels. The study also identifies the Key Performance Indicators and best practices that are directly linked to auto insurance satisfaction.
Key Dates
Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include top-to-bottom regional rankings of the insurers in the study that meet J.D. Power’s predetermined research criteria. The insurer(s) that rank highest in each of the 11 regions profiled this year and meet predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.
2021 Brands Profiled
Alfa Insurance
Allstate
American Family
Amica Mutual
Arbella
Auto Club of Southern California Insurance Group
Automobile Club Group
Auto-Owners Insurance
CONNECT by American Family
COUNTRY Financial
CSAA Insurance Group
Erie Insurance
Farm Bureau Insurance - Tennessee
Farmers
GEICO
Grange Insurance
Kemper
Kentucky Farm Bureau
Liberty Mutual
MAPFRE Insurance
Mercury
MetLife
National General
Nationwide
New York Central Mutual
NJM Insurance Co.
North Carolina Farm Bureau
PEMCO Insurance
Plymouth Rock Assurance
Progressive
Safeco
Safety Insurance
Shelter
State Farm
Texas Farm Bureau
The Hanover
The Hartford
Travelers
USAA^
Wawanesa
^Brand not rank eligible
(Updated 8/2/2021)
The J.D. Power U.S. Small Commercial Insurance Study examines small business owners’ experiences with their insurance policy. The study identifies key industry trends and issues in the small business
commercial market and provides an in-depth understanding of the needs, expectations, and desires of today’s small-business customers, as well as insights into opportunities for insurers to improve customer satisfaction, commitment, and advocacy.
Key Dates
Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include a top-to-bottom ranking of the insurers in the study that meet J.D. Power’s predetermined research criteria. The insurer that ranks highest this year and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.
2021 Brands Targeted to be Profiled (final list available upon study publish)
Allstate
American Family
Auto-Owners Insurance
Chubb
Cincinnati Insurance
CNA Financial
Erie Insurance
Farmers
Liberty Mutual
Markel
Nationwide
Philadelphia Insurance
State Farm
The Hanover
The Hartford
Travelers
(Updated 2/9/2021)
The J.D. Power U.S. Home Insurance Study examines overall customer satisfaction with two distinct personal insurance product lines: homeowners and renters. Satisfaction in the homeowners and renters insurance segments is measured by examining five factors: interaction; policy offerings; price; billing process and policy information; and claims.
Key Dates
Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include top-to-bottom rankings of the carriers included in the study that meet J.D. Power’s predetermined research criteria. The carrier that ranks highest and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.
2021 Brands Targeted to be Profiled (final list available upon study publication)
(Updated 5/11/2021)
The J.D. Power U.S. Independent Agent Performance and Satisfaction Study describes how satisfaction among independent agents and brokers impacts the profitability of an insurance company; examines how each service event in the relationship between an agent or broker and their insurer impacts their overall perception of the company; and identifies critical service standards that drive higher satisfaction.
Key Dates
Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include top-to-bottom rankings of the carriers included in the study that meet J.D. Power’s predetermined research criteria. The carrier that ranks highest and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.
2021 Brands Targeted to be Profiled*
(final list available upon study publication)
Commercial
AIG
Auto-Owners Insurance
Chubb
Cincinnati Insurance
CNA Financial Corporation
Great American Insurance
Liberty Mutual
Markel
Nationwide
Philadelphia Insurance
Progressive
The Hartford
Travelers
Zurich
Personal
Auto-Owners Insurance
Chubb
Erie Insurance
Foremost
Homesite
MAPFRE
Mercury
National General
Nationwide
Progressive
Safeco/Peerless
The Hanover
The Hartford
Travelers
* On April 7, 2021, MetLife’s property and casualty business (MetLife Auto & Home) was acquired by Farmers Insurance Group, and as of 9/15/2021 J.D. Power will no longer be publicly ranking MetLife in our P&C studies.
(Updated 9/16/2021)
The J.D. Power U.S. Life Insurance Study analyzes customers’ experiences with their life insurance policy. The study provides an understanding of the needs and expectations of today’s life insurance customers as well as insights into how insurers can improve customer satisfaction and advocacy.
Key Dates
Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include insurer rankings of the carriers included in the study that meet J.D. Power’s predetermined research criteria. The carrier that ranks highest and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.
2021 Brands Targeted to be Profiled (final profiled list available upon study publish)
AIG
Brighthouse Financial
Equitable
Globe Life
Guardian Life
John Hancock
Lincoln Financial Group
MassMutual
MetLife
Midland National Life
Mutual of Omaha
Nationwide
National Life Group
New York Life
Northwestern Mutual
Pacific Life
PennMutual
Primerica
Principal Financial
Protective Life
Prudential
Securian
State Farm
Transamerica (AEGON)
(Updated 4/20/2021)
The J.D. Power U.S. Annuity Study analyzes differences in Key Performance Indicator (KPI) impact and factor weights for high net worth individuals; explores the advisor-client relationship; and benchmarks the degree to which customers feel the annuity product meets their current and long-term needs.
Key Dates
Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include insurer rankings of the carriers included in the study that meet J.D. Power’s predetermined research criteria. The carrier that ranks highest and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.
2021 Brands Targeted to be Profiled (final list available upon study publish)
AIG
Allianz
American Equity Investment Life Insurance
RiverSource
Athene
Brighthouse Financial
Equitable
Fidelity & Guaranty Life
Great American Insurance Group
Jackson
Lincoln Financial Group
MassMutual
Nationwide
New York Life
Pacific Life
Prudential
Symetra
TIAA^
Transamerica (AEGON)
^Brand is not rank eligible
(Updated 4/20/2021)
The J.D. Power U.S. Auto Claims Satisfaction Study provides an analysis of customers’ perceptions of their insurer’s performance throughout the entire claims experience, from first notice of loss through the repair and delivery of their vehicle or settlement of a total loss. This study provides insights into how insurers can not only continue to improve customer satisfaction with the claims process, but also how they can differentiate themselves in order to ensure retention and advocacy, both of which are critical to growth and profitability.
Key Dates
Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include top-to-bottom rankings of the insurers in the study that meet J.D. Power’s predetermined research criteria. The insurer that ranks highest and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.
2021 Brands Targeted to be Profiled*
(final profiled list will be available upon study publication)
Allstate
American Family
Amica Mutual
Auto Club of Southern California Insurance Group
Automobile Club Group
Auto-Owners Insurance
COUNTRY Financial
CSAA Insurance Group
Erie Insurance
Farmers
GEICO
Kemper
Liberty Mutual
MAPFRE
Mercury
National General
Nationwide
NJM Insurance
Progressive
Safeco
State Farm
The Hanover
The Harford
Travelers
USAA
2022 Brands Targeted to be Profiled*
(final profiled list will be available upon study publication)
Allstate
American Family
Amica Mutual
Automobile Club Group (AAA)
Automobile Club of Southern California (AAA)
Auto-Owners Insurance
COUNTRY Financial
CSAA Insurance Group (AAA)
Erie Insurance
Farmers
GEICO
Kemper
Liberty Mutual
MAPFRE Insurance
Mercury
National General
Nationwide
NJM Insurance
Progressive
Safeco
Shelter
State Farm
The Hanover
The Harford
Travelers
USAA
* On April 7, 2021, MetLife’s property and casualty business (MetLife Auto & Home) was acquired by Farmers Insurance Group, and as of 9/15/2021 J.D. Power will no longer be publicly ranking MetLife in our P&C studies.
(Updated 9/16/2021)
The J.D. Power U.S. Life Insurance New Business Study measures the shopping process for individual life insurance. Given a significant percentage of the population drops out of the process without purchasing, the study seeks to understand why. In addition, the study measures the experience of those who do ultimately buy to understand what factored in their decision to shop, consider, avoid, purchase, and reject.
Key Dates
Press Release Information: J.D. Power will issue a national press release that will highlight key findings from the study.
(Updated 12/1/2020)
The J.D. Power U.S. Group Life Insurance Study analyzes the needs and expectations of today’s group life insurance customers and provides insights into how insurers and employee benefits managers can improve employee/customer satisfaction and deepen customer relationships through cross-sell/up-sell.
Key Dates
Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include insurer rankings of the carriers included in the study that meet J.D. Power’s predetermined research criteria. The carrier that ranks highest and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.
2021 Brands Targeted to be Profiled (final list available upon study publish)
Guardian Life
Harford Life & Accident Insurance
Lincoln Financial Group
MetLife
Mutual of Omaha
New York Life
Principal Financial Group
Prudential
Reliance Standard
Securian
Sun Life Financial
The Standard
Unum
Voya Financial
(Updated 6/4/2021)
The J.D. Power U.S. Claims Digital Experience Study measures the digital experience with the claims process. The study focuses on claimants who utilized a digital channel (website or smartphone app) at any point during the claims process. The methodology mirrors our current Shopping and Servicing Insurance Digital Experience product with both a VOC component and digital best practices audit.
Key Dates
Press Release Information: J.D. Power will issue a national press release that will highlight key findings from the study.
(Updated 5/19/2021)
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