Auto and home insurance providers have made significant strides in encouraging customers to handle claims entirely through digital channels, but a new study reveals that most customers still rely on multiple touchpoints—both online and offline—throughout the claims process. According to the J.D. Power 2025 U.S. Claims Digital Experience StudySM, customer satisfaction is significantly higher when the entire claims journey—from first notice of loss to final settlement—is managed digitally. However, key moments in the process still require customers to switch to phone calls, in-person meetings, or other non-digital methods to get answers or updates. “Across the insurance claims workflow, customer satisfaction scores are highest when customers can manage the process through their insurer’s mobile apps and websites,” said Mark Garrett, director of global insurance intelligence at J.D. Power. “But the study shows that many customers still need to contact claim representatives for detailed explanations or to confirm status updates. The more insurers can anticipate what information customers need and deliver it proactively through digital channels, the more satisfied—and loyal—their customers will be.” The 2025 study, which is the first major redesign of the U.S. Claims Digital Experience Study, features a nearly doubled sample size of 5,958 auto and home insurance customers who completed a claim within the past nine months. This represents a significant increase from previous years, allowing for more robust insights. The study evaluates digital experiences across desktop, mobile web, and mobile apps based on four key factors in order of importance: range of services offered, ease of use, clarity of information, and overall helpfulness. Despite strong performance in many areas, the research highlights persistent gaps. Customers often find themselves searching for information across different platforms, repeating steps, or navigating unclear interfaces. “Insurer websites and mobile apps are meeting expectations in many ways, but there are still critical moments where customers are left to hunt for answers,” said Kristen Coffin, digital solutions analyst at J.D. Power. “There’s a real opportunity for insurers to create a seamless, end-to-end digital experience that anticipates customer needs before they even arise.” The study’s findings underscore the growing importance of proactive digital communication. Insurers that use data and AI to predict customer needs—such as sending automated updates on claim status, explaining delays, or offering guidance on documentation—can dramatically improve satisfaction and retention. The 2025 study is not directly comparable to previous years due to the comprehensive redesign of the methodology and evaluation framework. For more information, visit https://www.jdpower.com/business/insurance/us-insurance-claims-digital-experience-study. To view the full press release, go to http://www.jdpower.com/pr-id/2025160. J.D. Power is a global leader in consumer insights, advisory services, and data analytics, with over 55 years of experience in understanding customer behavior through advanced technologies like big data and artificial intelligence. The company serves major industries worldwide, helping businesses refine their customer strategies. With offices in North America, Europe, and Asia Pacific, J.D. Power continues to shape how companies deliver customer-centric experiences.