Insurance customers feel most satisfied when they can complete claims digitally; yet, many still have to switch channels to finish the process. That is the core message of the J.D. Power 2025 U.S. Claims Digital Experience Study, released on December 2, 2025. The study reveals that digital apps and websites often meet expectations, but gaps persist in status updates and continuity throughout the claim journey.
Digital Claims Deliver the Highest Satisfaction
Over the past decade, auto and home insurers have encouraged customers to file claims, review estimates, and track progress through mobile apps and websites. The 2025 study finds that satisfaction scores are highest when customers manage the workflow digitally, from first notice of loss through estimates and ongoing updates. In other words, when customers can stay within digital tools, they report better experiences.
Mark Garrett, director of global insurance intelligence at J.D. Power, explains that digital management produces the strongest satisfaction results. However, he also notes that customers often need to move across channels for detailed explanations from claim representatives or to get status updates. As a result, insurers can improve satisfaction by anticipating what information customers will need and delivering it digitally before customers have to ask elsewhere.
Customers Want More Proactive Digital Updates
The study identifies proactive communication as one of the strongest drivers of satisfaction in digital claims experiences. Still, insurers provide adequate digital updates only 22% of the time. That shortfall matters because customers rely on clear, timely updates to understand where claims stand.
Kristen Coffin, digital solutions analyst at J.D. Power, reinforces this point. She says that although websites and apps largely meet expectations, customers still find themselves searching for information and repeating steps. She highlights a clear opportunity for insurers to deliver a more complete end-to-end digital experience that provides proactive information.
Apps Remain Underused for Status Updates
Customers report the highest satisfaction when they receive claim status updates through mobile apps. Even so, most customers do not get updates that way today.
• Only 36% of auto insurance customers receive status updates via insurer apps.
• Only 31% of homeowners insurance customers receive status updates via insurer apps.
Instead, many customers still rely on email, phone calls from claim staff, or text messages. This pattern shows that insurers have built digital tools that customers appreciate, but they do not yet use those tools consistently to communicate progress.
Many Customers Still Switch Channels
Despite industry efforts to promote digital-first claims, the study finds that a significant share of customers still use multiple channels to resolve a single issue. Specifically, 22% of customers rely on more than one channel to find answers to the same question.
This outcome reflects a disconnected experience. Customers may start a claim digitally, then call or email to clarify details, and later return to the app for another task. Each switch introduces friction, especially if customers must repeat information or retrace steps.
Digital Experience Shapes Loyalty
The study also links digital performance to customer retention. Customers who feel dissatisfied with digital claims processes show a much higher likelihood of leaving their insurer.
• Among customers who rate their digital claim experience as “poor” or “just OK,” 52% say they are likely to leave or not renew.
• Among customers who rate the experience as “excellent” or “perfect,” only 4% say they are at risk of attrition.
These numbers show that digital claims experiences connect directly to loyalty. When customers view digital tools as effective and supportive, they are far more likely to stay with their insurer.
How the 2025 Study Was Conducted
J.D. Power redesigned the U.S. Claims Digital Experience Study for 2025. Because of that redesign, overall satisfaction scores do not compare to prior years. The updated study focuses on property and casualty insurance customers and evaluates digital channels across the claims process.
The study measures digital experiences through four factors, listed in order of importance:
- Range of services
- Ease of using the channels
- Clarity of information
- Helpfulness of the channels
Researchers gathered 5,958 evaluations from auto and home insurance customers who completed a claim in the past nine months. That sample size is nearly double previous years. J.D. Power fielded the study from December 2024 through August 2025.
About J.D. Power
J.D. Power describes itself as a global leader in consumer insights, advisory services, data, and analytics. The company has used big data, artificial intelligence, and algorithmic modeling to study consumer behavior for more than 55 years. Businesses across major industries use J.D. Power research to guide customer-facing strategies. The company operates offices in North America, Europe, and Asia Pacific.
Key Takeaway
The J.D. Power 2025 U.S. Claims Digital Experience Study finds a clear pattern. Customers value fully digital claims management and report the strongest satisfaction when they can stay within apps and websites. At the same time, many customers still need to switch channels because they do not receive enough proactive digital updates, and apps remain underutilized for status communication. Finally, the study reveals that digital claims quality directly correlates with customer loyalty, with significant differences in attrition risk based on how customers rate their experience.
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