When disaster strikes and homeowners turn to their insurance providers, they’re looking for compensation and reassurance. In these moments of stress and vulnerability, the claims process becomes more than a transaction; it’s a test of trust, empathy, and responsiveness.
Unfortunately, many insurers are falling short.
According to a recent J.D. Power 2025 U.S. Property Claims Satisfaction Study℠, customer satisfaction with the homeowner’s insurance claims experience is slipping. It now takes an average of 44 days from the first notice of loss to final payment. That’s a timeline that is leaving homeowners frustrated and disheartened.
Some of the study’s key findings include:
- Repair cycle times continue to rise and are now over 32 days, the highest since 2008. Unsurprisingly, the longer the wait, the more customer satisfaction falls.
- Ease of communication has a major influence on customer experience. Customer experience is closely tied to how easy it is to communicate with their insurer. Satisfaction scores are more than twice as high when communication is seamless – yet 82% of customers are stuck using non-preferred channels.
- Digital helps. Satisfaction rises when digital tools are used for claim submission and updates, especially among Gen Z and Millennial policyholders, who prefer online-first interactions.
The message is clear: speed, clarity, and channel choice matter more than ever.
Bridging the Satisfaction Gap: What Insurers Can Do Now
With the J.D. Power study as a wake-up call, it's clear that homeowner insurers must take meaningful action to improve the claims experience. The good news? Modern field service management tools can help -- not just on the customer-facing front end, but also across the back-end operations that drive speed, transparency, and efficiency.
Here are four key ways insurers can elevate the claims journey:
- Customer Self-Service Portals. Give policyholders control from day one. A modern portal allows customers to easily submit a claim, track the progress of their case, and view the estimated arrival time of an adjuster. Key features should include real-time notifications, two-way messaging with the adjuster, and the ability to reschedule or cancel appointments—minimizing missed connections and confusion.
- Mobile Tools for Adjusters. Empowered adjusters move faster and deliver better service. With access to real-time schedules, pricing tools, GPS navigation, and even on-site payment capabilities, adjusters can resolve claims more efficiently and reduce friction for the customer at a time when it matters most with strong mobile tools.
- Scheduling and Dispatching. Speed starts behind the scenes. Intelligent scheduling systems can automatically assign the most qualified, available adjuster for the job -- whether staff or independent -- based on skill set, location, availability, and more. As conditions shift throughout the day, these tools dynamically adjust routes and assignments to avoid delays and keep promises.
- Independent Adjuster Reimbursement: Highly skilled, happy adjusters deliver great service. Streamlining adjudication and automating payment ensures that independent adjusters get paid promptly. This builds goodwill, reduces administrative overhead, and improves the likelihood that experienced adjusters will continue to take assignments – and that benefits the customer.
The Time to Act is Now
With customer satisfaction scores falling, homeowner insurers can’t afford to wait. But there’s good news: the opportunity to stand out and win loyalty is well within reach.
By embracing modern field service management solutions -- like AI-powered scheduling, seamless digital tools for both policyholders and adjusters, real-time appointment updates, and automated dispatching and reimbursement -- insurers can transform a traditionally painful process into a competitive advantage.
The path to higher satisfaction, faster claim processing, and stronger brand trust is clear.
Ready to Take the Next Step?
Learn how ServicePower helps insurers modernize claims processing and delight policyholders: www.servicepower.com/industries/insurance.
ServicePower : August 11, 2021
ServicePower