Home Insurance Affordability Pressure Raises the Stakes for Customer Trust

Amica and State Farm Each Rank Highest in Respective Segment

• High customer trust is linked to 3.0 times higher intended retention and 2.6 times lower shopping intent
• Overall satisfaction is 230 points higher among customers who strongly agree their experience is seamless
• When customers say communication channels are both easy and effective, future use intent increases to 95%

TROY, Mich.--(BUSINESS WIRE)--Rising home ownership costs and insurance rate pressure are adding affordability strain for homeowners, according to the JD Power 2026 U.S. Home Insurance Study,^SM released today. As customers more closely analyze household and insurance expenses, the study finds that trust, seamless service and channel effectiveness are critical to homeowners insurance retention and perceived value. High levels of trust are associated with 3.0 times higher intended retention and 2.6 times lower likelihood of shopping. Additionally, among customers who strongly agree their insurance experience is seamless, overall satisfaction is 794 (on a 1,000-point scale), compared with 384 among those who strongly disagree. Among customers who say their experience was not seamless, 25% say they received different or conflicting answers from different sources.

Policy understanding remains another challenge as affordability becomes a greater concern. Slightly more than half (55%) of homeowners say they completely understand what their policy covers. That level has stayed within a narrow three-point band for the past six years. Proactive outreach by home insurance carriers lifts complete understanding to 60%, compared with 48% among customers with no insurer contact in the past 12 months.

“Homeowners are dealing with a broader affordability problem, not just an insurance premium problem,” said Craig Martin, executive director, insurance intelligence at JD Power. “Because household costs are rising and insurance rates are under pressure, customers need carriers to explain what is changing, why it matters and what value they are getting in return. Carriers that communicate early, make service easy and help customers understand coverage are better positioned to keep homeowners who are facing increasing financial pressure.”

Study Rankings

Amica ranks highest in the homeowners insurance segment, for a second consecutive year, with a score of 680. Erie Insurance (678) ranks second, followed by Chubb (676).

State Farm ranks highest in the renters insurance segment with a score of 702. Erie Insurance (692) ranks second, followed by Amica (689).
To view the complete rankings, visit: http://www.jdpower.com/pr-id/2026092.

The U.S. Home Insurance Study examines overall customer satisfaction with two distinct personal insurance product lines: homeowners and renters. Satisfaction in each segment is measured across seven core dimensions: product/coverage offerings; problem resolution; digital channels; people; price for coverage; trust; and ease of doing business. The 2026 study is based on responses from 17,191 homeowners and renters via online interviews conducted from July 2025 through July 2026.

For more information about the U.S. Home Insurance Study, visit https://www.jdpower.com/business/u-s-home-insurance-study/.

About JD Power

JD Power delivers mission-critical data, analytics and intelligence that help businesses improve customer experience and operational performance with confidence and clarity. Using proprietary, comprehensive data – including millions of consumer interactions and authoritative automotive datasets – combined with advanced analytics, artificial intelligence and deep industry expertise, JD Power enables leaders to respond to market shifts, make smarter decisions and drive measurable performance improvements.

As an objective source of deep insight into real-world customer interactions with brands and products, JD Power provides the independent intelligence organizations need to anticipate change, strengthen customer engagement and advance growth. Learn more at JDPower.com.