Homeowners Insurance Claims Satisfaction Rises in 2026 Amid Faster Repairs and Digital Gains

Overall customer satisfaction with homeowners insurance claims has improved in 2026, even as policyholders continue to face rising premiums, higher deductibles, and increased out-of-pocket costs. The latest J.D. Power 2026 U.S. Property Claims Satisfaction Study shows that insurers have strengthened the claims experience by reducing repair timelines, speeding payments, and expanding digital capabilities. These improvements have helped many customers offset financial pressures.

The study highlights a year shaped by both challenges and operational gains. Although customers experienced cost increases, insurers improved efficiency across the claims process. At the same time, fewer large-scale weather events, a relatively calm hurricane season, and a decline in non-catastrophic claims contributed to a more stable environment.

According to J.D. Power, overall customer satisfaction rose 20 points to 702 on a 1,000-point scale. This increase occurred despite the fact that 19% of homeowners faced a combination of premium increases, out-of-pocket expenses, and deductibles of $1,000 or more. Among this group, satisfaction averaged 606, significantly lower than the industry average.

Mark Garrett, director of insurance intelligence at J.D. Power, said insurers addressed customer concerns by improving service delivery. He explained that investments in digital communication tools over the past few years have made it easier and faster for insurers to interact with customers throughout the claims process. As a result, these efficiency gains have improved the overall experience. However, Garrett also noted that expectations are not always met, as nearly 1 in 5 customers reported a poor experience.

Repair Cycle Times Improve

Repair cycle times showed measurable improvement. The average time to complete repairs decreased to 29.6 days, down 2.8 days from the previous year. In addition, the average time for customers to receive final payment fell to 40.7 days, a reduction of 3.4 days. Direct repair programs played a key role in these improvements. These programs connect homeowners with contractors from insurer-approved networks.

Among the 41% of customers who used these programs, repairs began sooner and were completed faster. For higher-severity claims, repair times were more than 2 weeks shorter than for claims that did not use these programs.

Digital Adoption And Satisfaction Increase

Digital engagement also increased across the claims process. The study found that 38% of customers used digital tools to report their first notice of loss. Meanwhile, 49% submitted photos digitally for claim estimates and payments, and 45% received claim updates through digital channels.

Customers who used these tools reported higher satisfaction at each stage than those who did not use digital options.

Gaps Remain In Meeting Customer Expectations

Despite these gains, gaps remain in meeting customer expectations. The study found that 51% of insurers fully met customer expectations regarding how policies would perform, while 15% exceeded expectations. However, 34% of customers said their policies did not fully meet expectations.

Common concerns included a lack of clear explanations, limited opportunities to discuss estimates or settlements, high out-of-pocket costs, and the need for frequent customer-initiated follow-ups.

Study Rankings And Methodology

In the study’s rankings, Amica achieved the highest overall customer satisfaction score of 773. The Hartford ranked second with a score of 756, followed by Chubb at 744.

The U.S. Property Claims Satisfaction Study evaluates customer experiences across eight core areas. These include fairness of settlement, level of trust, time to settle claims, interactions with representatives, performance of the digital channel, communication preferences, ease of starting the claims process, and ease of resolution.

The 2026 study is based on responses from 5,093 homeowners insurance customers who filed claims within the previous nine months. The study was conducted between December 2024 and December 2025.

About J.D. Power

J.D. Power provides data, analytics, and insights designed to help organizations improve customer experience and operational performance. The company uses proprietary data, advanced analytics, and industry expertise to support business decision-making and performance improvements.