- Insurance company satisfaction for new customers (less than 1 year)
- Insurance company satisfaction for short-term customers (1–3 years)
- Insurance company satisfaction for mid-term customers (4–6 years)
- Insurance company satisfaction for longer mid-term customers (7-9 years)
- Insurance company satisfaction for long-term customers (10-20 years)
- Insurance company satisfaction for the longest-term customers (20+ years)
- Satisfaction trends by tenure: Key patterns and insights
- What this means for consumers: Stay or switch?
- What does this mean for insurance companies?
- Final verdict and future outlook
- Methodology
- FAQ: Does the length of time with an insurer affect satisfaction?
Insurance company satisfaction for new customers (less than 1 year)
Ease of service and policy offerings had high satisfaction scores for new home and auto policyholders. Claims handling and fair rate increases over time had the lowest ratings for this group.
Key findings from the report
Customers who have had their auto insurance for less than a year showed the highest satisfaction with ease of service, digital experience, bundling, and policy offerings.
- Ease of service - 81%
- Digital experience - 77%
- Bundling - 72%
- Policy offerings - 72%
It should be noted that while these were the highest satisfaction scores among policyholders who’ve had the policy for less than a year, they are the lowest across all groups.
Home insurance customers who’ve had their policy for less than a year reported the highest satisfaction with the buying process, policy offerings, and ease of service.
- Buying process - 80%
- Policy offerings - 76%
- Ease of service - 74%
While ease of service and policy offerings were scored highest by home insurance buyers, they had the lowest satisfaction scores across all groups. However, the satisfaction with the buying process score was highest across all groups.
Customer pain points
Both auto and home insurance customers who’ve had their policy for less than a year report being unsatisfied with claims handling and rate increases. In fact, they have the lowest satisfaction in these categories across all tenures.
Auto insurance customers were least satisfied in the first year with claims handling, rate increases over time, and drivers with tickets.
- Claims handling - 42%
- Fair rate increases over time - 52%
- Drivers with tickets - 55%
Auto owners in this category were less satisfied with claims handling and rate increases than other groups. Although most policyholders don’t see rate increases or file a claimAn insurance claim is a request you make to your insurance company for coverage after your car is damaged or you have an accident. You can file a claim online, by phone, or in writing. in the first year, lower satisfaction in these categories could be due to not being comfortable with a new insurer’s processes.
Home insurance customers were unhappy with claims handling, fair rate increases, and standard coverages.
- Claims handling - 46%
- Fair rate increases over time - 59%
- Standard coverages - 60%
Homeowners who’ve had coverage for less than a year were significantly more dissatisfied with claims handling than other groups. Since new insurance customers are less likely to file a claim in the first year, these negative ratings could reflect bad experiences with a previous insurer or uncertainty about how the new insurer handles claims.
What drives early satisfaction
New home and auto policyholders reported high satisfaction with aspects of the insurance-buying process, including ease of service, policy offerings, the digital platform, and the overall buying process.
However, they report less satisfaction with policy usage: claims handling, rate increases, and coverage. New insurance holders may have more difficulty navigating the claims process and may be unfamiliar with common rate increases.
Both auto and home new policyholders report high intent to renew, but carriers have not yet earned higher levels of trust.
| Coverage | Renewals | Recommendation | Trust |
|---|---|---|---|
| Auto | 92% | 83% | 81% |
| Home | 86% | 86% | 81% |
Insurance company satisfaction for short-term customers (1–3 years)
For both auto and home, ease of service, policy offerings, and the digital experience had the highest satisfaction ratings among customers with 1-3 years of tenure.
Key findings from the report
After 1-3 years, car insurance customers report the most satisfaction with ease of service, policy offerings, and digital experience.
- Ease of service - 85%
- Policy offerings - 81%
- Digital experience - 81%
While these categories showed the highest satisfaction for this group, their ratings overall are the second-lowest across all groups.
Home insurance customers also show the highest satisfaction with ease of service, policy offerings, and digital experience.
- Ease of service - 86%
- Policy offerings - 82%
- Digital experience - 80%
These categories had the highest satisfaction, but ease of service and policy offerings were the second lowest among all groups.
Customer pain points
Cost and standard coverage have the lowest satisfaction ratings for this group. Insurance customers with 1-3 years of service rated satisfaction with rate increases and discounts lowest among all groups.
Auto insurance customers in this group had the lowest satisfaction with rate increases, discounts, and insurance for drivers with tickets.
- Fair rate increases over time - 55%
- Discounts - 57%
- Drivers with tickets - 62%
These findings indicate that drivers are least satisfied with the cost of auto insurance after 1-3 years. They had the lowest satisfaction ratings for discounts among all groups.
Home insurance customers in this group are the least satisfied with rate increases, discounts, and standard coverages.
- Fair rate increases over time - 55%
- Discounts - 59%
- Standard coverages - 60%
As with auto insurance customers in this group, home insurance customers were least satisfied with cost. This group had the lowest satisfaction ratings across all three categories. They also showed low satisfaction with the standard coverages offered.
What drives satisfaction after a few years
Short-term customers report the highest satisfaction with ease of service, policy offerings, and digital platform, indicating that the initial relationship is easy to navigate and that coverage is sufficient.
However, this group of insurance customers was least satisfied with fair rate increases over time, discounts, drivers with tickets and standard coverages. These ratings suggest that satisfaction decreases upon renewal or if the homeowner finds they need additional coverage.
Our findings show that auto insurance customers are slightly more satisfied with their insurers than home customers. In fact, auto customers in this group were the most willing to recommend their insurers among all groups.
| Coverage | Renewals | Recommendation | Trust |
|---|---|---|---|
| Auto | 91% | 89% | 88% |
| Home | 90% | 85% | 86% |
Insurance company satisfaction for mid-term customers (4–6 years)
Mid-term insurance customers were most satisfied with ease of service, customer satisfaction and policy findings for both home and auto.
Key findings from the report
Mid-term auto insurance customers were most satisfied with ease of service, customer satisfaction, and policy offerings.
- Ease of service - 89%
- Customer satisfaction - 88%
- Policy offerings - 86%
These scores ranked highest among all groups in these categories, indicating high overall customer satisfaction.
Home insurance customers in this group were most satisfied with ease of service, policy offerings, and customer satisfaction.
- Ease of service - 88%
- Policy offerings - 86%
- Customer satisfaction - 85%
Mid-term home insurance customers had the highest satisfaction ratings for policy offerings across all groups, indicating they feel their insurers provide sufficient coverage.
Customer pain points
Mid-term auto insurance customers were least satisfied with rate increases, rates for drivers with tickets, and discounts.
- Fair rate increases over time - 58%
- Drivers with tickets - 63%
- Discounts - 64%
These findings indicate that mid-term drivers are unhappy with the cost of their auto insurance after sticking with a carrierAn insurance carrier is the company that provides your car insurance policy and pays claims. for several years.
Home insurance customers in this group were least satisfied with rate increases, discounts, and standard coverages.
- Fair rate increases over time - 59%
- Discounts - 65%
- Standard coverages - 71%
Mid-term home insurance customers are unhappy with their costs and the available standard coverages, indicating they may seek cheaper policies with coverages better suited to their needs.
Although both home and auto customers in this group were dissatisfied with rate increases and discounts, their ratings were highest among all groups.
What drives satisfaction after several years
Both mid-term auto and home insurance customers were most satisfied with ease of service, policy offerings, and customer service, though ratings varied.
Additionally, auto and home customers in this group were both least satisfied with rate increases and discounts.
After several years with a carrier, policyholders may be frustrated by rate increases that feel punitive rather than rewarding them for loyalty. However, trust in their carriers is higher among this group than among those with shorter tenures.
Mid-term insurance customers report they are likely to renew and trust their insurers, and this group reported the highest ratings for renewals and higher levels of trust than those with a shorter tenure, as shown below.
| Coverage | Renewals | Recommendation | Trust |
|---|---|---|---|
| Auto | 93% | 86% | 90% |
| Home | 93% | 87% | 90% |
Insurance company satisfaction for longer mid-term customers (7-9 years)
Insurance customers who have been loyal for a decade report being most satisfied with their interactions with the carrier, including ease of service and overall customer satisfaction. However, both groups are dissatisfied with costs, especially rate increases over time.
Key findings from the report
Longer-term auto insurance customers were most satisfied with ease of service, customer satisfaction, and the digital experience.
- Ease of service - 89%
- Customer satisfaction - 88%
- Digital experience - 85%
Long-term auto insurance customers rated these categories the highest among all groups, indicating high overall satisfaction with their interactions with their insurers.
Home insurance customers in this group were most satisfied with ease of service, policy offerings, claims handling, and customer satisfaction.
- Ease of service - 89%
- Policy offerings - 86%
- Claims handling - 85%
- Customer satisfaction - 85%
These were the highest scores across all groups, which may reflect customers who have had more cause to interact with their insurance carrier over time and have had good experiences.
Customer pain points
Long-term auto insurance customers were the least satisfied with rate increases, discounts, and drivers with tickets.
- Fair rate increases over time - 54%
- Discounts - 62%
- Drivers with tickets - 66%
Findings from auto insurance policyholders in this group show that cost is the overall factor they are dissatisfied with, especially after years with the same carrier.
Long-term home insurance customers were the least satisfied with rate increases, discounts, and standard coverages.
- Fair rate increases over time - 59%
- Discounts - 65%
- Standard coverages - 66%
Time with the same carrier doesn’t lead to greater satisfaction with rates, according to these findings.
What drives satisfaction in mid-to-long-term customers
Longer-term insurance customers report the highest satisfaction in areas of interaction with their insurers, such as ease of service, overall customer satisfaction, digital experience, and claims handling, indicating that their interactions over time have been positive.
However, ratings show this group is dissatisfied with costs and offerings, such as rate increases, discounts, and standard coverage, indicating that while they like interacting with their insurers, costs and coverage are pain points.
Long-term insurance customers are likely to renew, and auto insurance customers in this group report the most satisfaction with trust among all groups.
| Coverage | Renewals | Recommendation | Trust |
|---|---|---|---|
| Auto | 91% | 86% | 90% |
| Home | 92% | 85% | 88% |
Insurance company satisfaction for long-term customers (10-20 years)
Both auto and home insurance customers who’ve been with their insurer for 10-20 years report the highest satisfaction with ease of service, policy offerings, and customer service. They showed the lowest satisfaction with costs and coverage options.
Key findings from the report
Auto insurance customers who’ve been with their insurer for 10-20 years report the highest satisfaction with ease of service, policy offerings, and customer service.
- Ease of service - 88%
- Policy offerings - 86%
- Customer service - 84%
Car insurance customers in this group had the second-highest rating for policy offerings across all groups, indicating their insurers offer the preferred coverages and policy add-ons.
Home insurance customers in this tenure group showed the most satisfaction in the same categories.
- Ease of service - 92%
- Policy offerings - 86%
- Customer service - 86%
Home insurance customers who’ve been with their insurer 10-20 years had the highest satisfaction with ease of service and policy offerings across all tenure groups.
Customer pain points
Auto insurance customers in this tenure group were least satisfied with rate increases, discounts and for drivers with tickets.
- Fair rate increases over time - 54%
- Drivers with tickets - 59%
- Discounts - 62%
Although auto insurance customers who’ve been with the company for 10-20 years are satisfied with customer service, insurance costs remain a source of dissatisfaction.
In this same group, home insurance customers were least satisfied with rate increases, standard coverages, and discounts.
- Fair rate increases over time - 58%
- Standard coverages - 62%
- Discounts - 66%
Long-term customers appear willing to stay with their carriers thanks to good service, despite continuing dissatisfaction with rates.
What drives satisfaction in long-term customers
Both auto and home insurance customers of 10-20 years report the most satisfaction with categories of insurer interaction, such as ease of service. Customers are least satisfied with categories related to costs and standard coverages.
While both auto and home insurance customers in this tenure group report high ratings for renewal and trust, home insurance customers are more likely to recommend and trust their carrier.
| Coverage | Renewals | Recommendation | Trust |
|---|---|---|---|
| Auto | 94% | 85% | 89% |
| Home | 94% | 88% | 92% |
Insurance company satisfaction for the longest-term customers (20+ years)
Key findings from the report
Auto insurance customers who’ve been with their insurer for over 20 years reported the highest levels of customer satisfaction and are pleased with the ease of service and policy offerings.
- Ease of service - 92%
- Customer satisfaction - 91%
- Policy offerings - 88%
This tenure group of auto insurance customers showed the highest satisfaction in these categories across all tenure groups, which shows that being with a carrier for a long time creates a solid relationship.
Home insurance customers in this tenure group showed the highest satisfaction in the same categories.
- Ease of service - 89%
- Customer satisfaction - 88%
- Policy offerings - 86%
Home insurance customers with more than 20 years of tenure showed the highest customer satisfaction across all tenure groups, indicating a high overall level of insurer satisfaction.
Customer pain points
Auto insurance customers with over 20 years of coverage had the lowest satisfaction for drivers with tickets and with rate increases and discounts.
- Drivers with tickets - 52%
- Fair rate increases over time - 53%
- Discounts - 61%
Drivers in this tenure group have been with their insurers long enough to see significant cost increases, especially if they have a ticket on their record. They are the least satisfied with rates after a ticket in all tenure groups, perhaps expecting loyalty to earn them some lenience.
Home insurance customers of over 20 years were the least satisfied with rate increases, standard coverage, and discounts.
- Fair rate increases over time - 56%
- Standard coverage - 59%
- Discounts - 62%
Homeowners in this tenure group are the least satisfied with standard coverage across all groups, indicating higher expectations for coverage. The longest-term customers may also have moved from starter homes to larger, more expensive homes and may be looking for extras to protect their properties.
What drives satisfaction in the longest-term customers
Auto and home insurance customers who’ve been with their insurers for over 20 years report the highest satisfaction with ease of service, policy offerings, and overall customer satisfaction across all tenure groups. While they highly rate their carriers in these categories, costs and standard coverage remain a pain point for this group.
This tenure group had the highest ratings for renewals and trust across all groups, which is shown by their loyalty to their insurers.
| Coverage | Renewals | Recommendation | Trust |
|---|---|---|---|
| Auto | 96% | 89% | 94% |
| Home | 98% | 87% | 92% |
Satisfaction trends by tenure: Key patterns and insights
Insurance satisfaction by tenure is similar across all groups, with ease of service showing the highest satisfaction for both auto and home. However, insurance customers with less than one year of service report the lowest ratings across all groups.
Cost categories, such as fair rate increases over time and discounts, have the lowest satisfaction ratings across all groups. However, satisfaction in these categories doesn’t decrease significantly among long-term customers, indicating that, while all groups are dissatisfied with costs, it isn’t driving a decrease in overall satisfaction.
The takeaway: Good customer service still drives loyalty, even when customers are unhappy with rates.
What this means for consumers: Stay or switch?
Our research shows that overall customer satisfaction increases the longer customers stay with both auto and home insurance carriers. All groups report satisfaction with categories of insurer interaction, such as ease of service.
While costs are a source of dissatisfaction, this doesn’t change significantly for long-term customers. Many insurers offer additional loyalty discounts that can help offset the rate increases long-term customers see. However, discounts typically don’t keep pace with significant rate increases that have occurred in recent years, leaving many long-term customers paying significantly higher premiums.
“Consumers should consider many factors when deciding whether to stay with their current insurer versus shopping their policy. While price is an important factor, policyholders should also consider the financial strength of their carrier (a measure of their claim-paying ability) and any prior experiences they have had with customer service, claims handling and the insurance agent who represents their insurer (whether it is an exclusive agent or independent agentAn insurance professional who represents different insurance companies, is not an employee of any one of those companies and earns commissions from policies sold.). The types and amounts of discounts you are eligible for on your policies are also important considerations. For example, bundling home and auto can generate a significant discount on both policies. Additionally, many insurers offer a loyalty discount for long-time customers,” says Mark Friedlander, senior director, media relations with the Insurance Information Institute.
No matter how long you’ve been with your insurer, it’s important to shop around before you renew. Although you may like your insurer, rates and coverages vary between companies. Compare rates, coverages, and discounts from multiple insurers to ensure you are getting the best deal.
What does this mean for insurance companies?
Since short-term insurance customers report high dissatisfaction with costs, insurers must proactively engage to encourage them to stay. For example, loyalty programs and transparent renewal processes will reduce customer costs and increase their trust.
Insurers must assess each tenure group and offer incentives to stay. Costs are a challenge across all groups, and insurers have to balance the increased costs of doing business with policyholders' dissatisfaction at seeing hefty rate increases each year.
That said, insurers can count on customer loyalty as long as the customer experience remains positive.
Final verdict and future outlook
All tenures report the highest satisfaction with the ease of service offered by their insurers, with satisfaction increasing the longer the customer has been with their insurer. Overall customer satisfaction also increases over time. Both auto and home insurance customers are least satisfied with rate increases and discounts across all tenure groups.
Insurance customers should shop for coverage before their policy renewal, even if they’ve been with their insurer a long time. While most insurers offer loyalty discounts, that doesn’t mean your rates are cheaper than those of another company. Compare rates, discounts, and coverage options from multiple insurers to find your best fit.
Methodology
Insurance.com surveyed more than 2,000 insurance customers in the fall of 2025. The survey was conducted by online market research company Dynata.
Respondents were asked to name their auto and home insurer and state the length of time they have been with the company, and then grade it in the following categories:
- Customer satisfaction
- Ease of service
- Policy offerings
- Claims satisfaction
- Digital experience (website/app)
- Insurance shopping and buying process
- Billing process
- Discounts offered
- Fair rate increases over time
- Older home coverage
- Extra coverage included as standard
- Home and auto bundling
The percentage of respondents who said they were satisfied or very satisfied with their insurer is presented in the results.
We then asked respondents to provide a yes or no response to indicate their agreement with the following statements:
- I plan to renew with my current home insurance company
- I would recommend my home insurance company to others
- I trust my home insurance company
The percentage of respondents who said yes is presented as the average across all customers in each tenure segment.
FAQ: Does the length of time with an insurer affect satisfaction?
Are long-term insurance customers more satisfied than new customers?
Long-term insurance customers report the highest satisfaction with certain aspects, such as ease of service and customer satisfaction. However, they are less satisfied with costs, such as rate increases and discounts.
When is the best time to switch insurance companies?
While there is no perfect time to switch insurance companies, shopping for coverage every year ensures customers have the lowest rates with the best coverage options. Compare quotes from multiple companies before policy renewals to be confident you are getting the best deal.
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