The news: Nearly four in 10 customers aren’t very satisfied with their auto insurers, according to J.D. Power’s 2025 US Auto Insurance Study. This makes them significantly less likely to renew and more likely to shop for a new provider.
Even customers with higher premiums, multiple premiums, and long tenures aren’t locked in: Just 51% of customers in this high-value lifetime group said they will definitely renew.
How we got here: It wasn’t just higher premiums that led customers to this point—they’re unhappy with their customer experience. Premiums have stabilized over the past year, but customers are still looking for more seamless experiences across digital, mobile, and in-person channels.