Homeowners Face Extended Delays and Dissatisfaction in Property Insurance Claims
Homeowners’ satisfaction with their property insurance claims has declined, with longer processing times, rising costs, and communication challenges emerging as key pain points. This is according to the JD Power 2025 US Property Claims Satisfaction Study, released in March 2025.
The study surveyed 5,178 homeowners who filed property damage claims within the past year, painting a clear picture of industry-wide strain. The report highlights that insurers are facing significant financial pressures, losing approximately five cents for every dollar in premiums collected, due to the impact of 27 catastrophic events in 2024.
One of the most concerning findings reveals that the average time required to finalize a claim payment has now exceeded 44 days. This is the longest processing time recorded since the study’s inception in 2008.
Repair Times and Satisfaction Scores
The increasing time it takes to complete home repairs is also contributing to homeowner dissatisfaction. The study indicates that repairs now take an average of 32.4 days. Customers whose claims are resolved within 10 days reported an average satisfaction score of 762 (on JD Power’s 1,000-point scale). However, satisfaction significantly drops to 595 when repairs extend beyond 31 days.
Premium Hikes and Communication Issues
Premium increases are another factor influencing customer satisfaction. Half of the survey respondents reported insurer-initiated rate hikes within the past year. The West Central region, including Iowa, Kansas, Minnesota, Missouri, Nebraska, North Dakota, and South Dakota, experienced the highest incidence of these increases.
Customers who faced rate increases without filing a claim registered average satisfaction scores of 629, noticeably lower than the 730 reported by those whose premiums remained unchanged.
Communication plays a pivotal role in customer satisfaction. Homeowners who found it easy to communicate with their insurers reported satisfaction scores of 777. In contrast, individuals who struggled to contact their insurers gave an average score of only 337. Unanswered calls, slow follow-ups, and the reliance on non-preferred communication methods were cited as frequent frustrations.
Digital Tools and Generational Differences
Digital tools demonstrate a positive impact, particularly with younger policyholders. Customers who utilized insurer apps to file claims, submit photos, and receive updates reported higher levels of satisfaction. Among Gen Z and Millennials, 87% are comfortable managing claims digitally, compared to 60% of Boomers and older generations.
Top-Performing Insurers
Among the insurers evaluated, Chubb received the highest property claims satisfaction score, at 773, followed by Amica (745) and The Hartford (725).
