Auto claims satisfaction and trends
Customer satisfaction with total loss auto insurance claims fell 12 points on a 1,000-point scale in 2026, marking a 46-point decline since 2023, according to the JD Power 2026 U.S. Auto Claims Satisfaction Study. Conversely, satisfaction with repairable vehicle claims rose four points, leaving overall auto claims customer satisfaction unchanged from last year at 700. Total losses accounted to 26% of auto insurance claims this year, up from 16% four years ago, driven by rising repair costs, longer vehicle ownership periods, and higher deductibles. Average repair cycle times improved to 15.3 days in the first quarter of 2026, down 10 days from the same period in 2024. Amica ranked highest in overall customer satisfaction in the study.