Even as car insurance rates begin to cool from last year’s highs, drivers aren’t feeling much relief when they have to file a claim.
J.D. Power’s 2025 U.S. Auto Claims Satisfaction Study, released October 28 from Troy, Michigan, found overall satisfaction holding around at 700 out of 1,000 points. Behind that average, however, eight major insurers fell short of the mark.
The most common culprit is cost-cutting behavior from customers trying to manage years of rising premiums
Nearly a quarter of drivers now carry deductibles of $1,000 or more. 7% admitted they’ve avoided filing a claim altogether to prevent rate hikes.
Mark Garrett, who leads J.D. Power’s global insurance intelligence, explained that sure, those choices help lower monthly costs. But they’ve made actual claims experiences burn more when drivers finally need to use their coverage.
The car insurance companies landing below the study’s 700-point average include:
Auto Club Group (AAA), GEICO, Allstate, Travelers, Farmers, Progressive, Safeco, and National General. National General finished last with 605 points.
At the other end of the spectrum…
Erie Insurance ranked highest with 743 points, followed by NJM Insurance Co. at 731 and Liberty Mutual at 730.
Rate changes also shaped the results
Though many insurers filed for rate decreases this year, J.D. Power reported that nearly half of drivers who filed a car insurance claim still saw their premiums rise in the past 12 months.
Those customers reported satisfaction scores 104 points lower than those who didn’t get hit with an increase.
More drivers can’t keep keep their wrecked cars
Total losses now make up 27% of claims. That’s up from 24% last year and 16% in 2022.
To add to the this, satisfaction drops nine points among those drivers
Meanwhile, smaller claims of $2,000 or less continue to decline as a share of total claims.
The 2025 study reflects responses from 9,455 car insurance customers who settled a claim between September 2024 and August 2025. J.D. Power measured eight key areas, including trust, fairness, communication, and time to settle a claim.
If your provider is low on the list here, feel free to shop around. You might end up with better service or even cheaper premiums.
