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INSURANCE INTELLIGENCE

Syndicated Research Dates and Details

Select the study name below for fielding, publish, and press release dates as well as award information if applicable. This page will be updated as dates and additional study details, including profiled brands, are finalized. We recommend that you bookmark this page and check back for the latest information.

The J.D. Power U.S. Property Claims Satisfaction Study provides an analysis of customers’ perceptions of their insurer’s performance throughout the entire claims experience, from first notice of loss (FNOL) through the repair of their property. The study provides insights into how insurers can not only improve customer satisfaction with the claims process, but also how they can improve retention and advocacy, both of which are critical to business growth.

Key Dates

  • 2020 Study Fielding Begins: April, 2019
  • 2020 Wave 1 Publish: July 23, 2019
  • 2020 Wave 2 Publish: October 15, 2019
  • 2020 Wave 3 Publish: February 25, 2020
  • 2020 Wave 3 Press Release: February 27, 2020
  • 2021 Study Fielding Begins: April, 2020
  • 2021 Wave 1 Publish: July 28, 2020
  • 2021 Wave 2 Publish: October 13, 2020
  • 2021 Wave 3 Publish: February 23, 2021
  • 2021 Wave 3 Press Release: February 25, 2021

Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include rankings of the carriers included in the study that meet J.D. Power’s predetermined research criteria. The carrier that ranks highest and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.

2020 Profiled Brands*
AIG
Allstate
American Family
Amica Mutual
ASI Progressive
Auto Club Group (AAA)
Auto Club of Southern California Insurance Group
Auto-Owners Insurance
Chubb
Cincinnati Insurance
COUNTRY Financial
CSAA Insurance Group
Encompass
Erie Insurance
Farmers
Homesite
Industry Average
Liberty Mutual
MAPFRE Insurance
Mercury
MetLife
National General
Nationwide
Safeco
Shelter
State Farm
The Hanover
The Hartford
Travelers
USAA

*Some brands listed are not ranked due to small sample size. USAA is profiled, but not rank eligible because it does not meet the study award criteria.

2021 Brands Targeted to be Profiled (final profiled list will be available upon study publication)
AIG
Allstate
American Family
Amica Mutual
ASI Progressive
Auto Club of Southern California Insurance Group
Automobile Club Group
Auto-Owners Insurance
Chubb
Cincinnati Insurance
COUNTRY Financial
CSAA Insurance Group
Encompass
Erie Insurance
Farmers
Homesite
Liberty Mutual
MAPFRE Insurance
Mercury
MetLife
National General
Nationwide
QBE
Safeco
Shelter
State Auto
State Farm
The Hanover
The Hartford
Travelers
UPC Insurance
USAA

(Updated 7/23/2020)

The J.D. Power U.S. Insurance Shopping Study examines the entire auto insurance policy selection process to understand which customers are shopping; what triggers their shopping behavior; their attitudes and perceptions of auto insurance brands; and how they make their final purchase decision. The study provides insights into how insurers can not only continue to improve customer satisfaction with the shopping process, but also how they can develop effective campaigns to maximize their return on marketing investments. 

Key Dates

Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include insurer rankings of the carriers included in the study that meet J.D. Power’s predetermined research criteria. NEW FOR 2020: In 2020, this study will have two awards segments: Large and Mid-size*. The carrier(s) that rank highest in each segment and meet predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.

2020 Profiled Brands 

Large Segment
Allstate
Farmers
GEICO
Liberty Mutual
Nationwide
Progressive
State Farm
Travelers
USAA^

Mid Segment
Automobile Club Group
Auto Club of Southern California Insurance Group
American Family
Amica Mutual
Auto-Owners Insurance
CSAA Insurance Group
Erie Insurance
Esurance
The Hartford
Mercury
MetLife
Safeco

2021 Brands Targeted to be Profiled  (final profiled list will be available upon study publication)

Large Segment
Allstate
Farmers
GEICO
Liberty Mutual
Nationwide
Progressive
State Farm
Travelers
USAA

Mid Segment
Automobile Club Group
Auto Club of Southern California Insurance Group
American Family
Amica Mutual
Auto-Owners Insurance
CSAA Insurance Group
Erie Insurance
The Hartford
Mercury
MetLife
National General
Safeco

^Brand is not rank eligibile because it does not meet study award criteria

*Large consists of brands that write $4 billion or more in personal lines auto direct premiums written; Mid consists of brands that write 1 billion to 3.99 billion

(Updated 5/14/2020)

The J.D. Power U.S. Insurance Digital Experience Study provides an analysis of shoppers’ and customers’ perceptions of a company’s digital channels and explores the correlation between website and mobile app updates/enhancements and engagement as well as an overall digital proficiency analysis provided by J.D. Power digital experts.

Key Dates

Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study as well as public facing rank charts for digital shopping and digital servicing. The carrier that ranks highest and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.

2020 Brands Profiled
Allstate
American Family
Amica Mutual
Auto Club of Southern California
Automobile Club Group
Auto-Owners Insurance
Chubb
CSAA Insurance Group
Erie Insurance
Farmers
GEICO
Kemper
Liberty Mutual
Mercury
MetLife
National General
Nationwide
Progressive
Safeco
State Farm
The Hartford
Travelers
USAA

Insurtechs Targeted:
Hippo
Lemondade
Metromile
HiRoad
Root

(Updated 6/23/2020)

The J.D. Power U.S. Auto Insurance Study provides national and regional analyses of customers’ perceptions of their auto insurer’s ability to meet their expectations, and also explores the correlation between customer satisfaction and financial performance, particularly retention levels. The study also identifies the Key Performance Indicators and best practices that are directly linked to auto insurance satisfaction.

Key Dates

Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include top-to-bottom regional rankings of the insurers in the study that meet J.D. Power’s predetermined research criteria. The insurer(s) that rank highest in each of the 11 regions profiled this year and meet predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.

2020 Brands Profiled 
Alfa Insurance
Allstate
American Family
Ameriprise
Amica Mutual
Arbella
Auto Club of Southern California Insurance Group
Automobile Club Group
Auto-Owners Insurance
Chubb
COUNTRY Financial
CSAA Insurance Group
Direct General
Erie Insurance
Esurance
Farm Bureau Insurance - Tennessee
Farm Bureau Mutual
Farmers
Fred Loya Insurance
GEICO
Germania Insurance
Grange Insurance
Indiana Farm Bureau
Kemper
KY Farm Bureau
Liberty Mutual
MAPFRE Insurance
Mercury
MetLife
MI Farm Bureau
National General
Nationwide
NC Farm Bureau
New York Central Mutual
NJM Insurance Co.
PEMCO Insurance
Plymouth Rock Assurance
Progressive
Safeco
Safety Insurance
Shelter
State Farm
The General
The Hanover
The Hartford
Travelers
TX Farm Bureau
USAA
Wawanesa
Westfield Insurance
Windhaven Insurance

(Updated 6/23/2020)

The J.D. Power U.S. Small Commercial Insurance Study examines small business owners’ experiences with their insurance policy. The study identifies key industry trends and issues in the small business
commercial market and provides an in-depth understanding of the needs, expectations, and desires of today’s small-business customers, as well as insights into opportunities for insurers to improve customer satisfaction, commitment, and advocacy.

Key Dates

  • 2020 Fielding Begins: July, 2020
  • 2020 Publish: December 2, 2020
  • 2020 Press Release: December 8, 2020

Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include a top-to-bottom ranking of the insurers in the study that meet J.D. Power’s predetermined research criteria. The insurer that ranks highest this year and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.

2020 Brands Targeted to be Profiled (final profiled list will be available upon study publication)
Allstate
American Family (including Main Street America)
Auto-Owners Insurance
Chubb
Cincinnati Insurance
CNA Financial
Erie Insurance
Farmers
Liberty Mutual
Markel
Nationwide
Philadelphia Insurance
State Farm
The Hanover
The Hartford
Travelers

(Updated 4/10/2020)

The J.D. Power U.S. Independent Agent Performance and Satisfaction Study describes how satisfaction among independent agents and brokers impacts the profitability of an insurance company; examines how each service event in the relationship between an agent or broker and their insurer impacts their overall perception of the company; and identifies critical service standards that drive higher satisfaction.

Key Dates

  • 2020 Fielding Begins: July, 2020
  • 2020 Publish: November 10, 2020
  • 2020 Press Release: November 16, 2020

Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include top-to-bottom rankings of the carriers included in the study that meet J.D. Power’s predetermined research criteria. The carrier that ranks highest and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.

2020 Brands Targeted to be Profiled (final profiled list will be available upon study publication)

Personal
Auto-Owners Insurance
Chubb
Erie Insurance
Foremost
The Hanover
The Hartford
MAPFRE
Mercury
MetLife
National General
Nationwide
Progressive
Safeco/Peerless
Travelers

Commercial
AIG
Auto-Owners Insurance
Chubb
Cincinnati Insurance
CNA Financial
Great American Insurance
The Hartford
Liberty Mutual
Markel
Nationwide
Philadelphia Insurance
Tokio Marine
Travelers
Zurich

(Updated 7/20/2020)

The J.D. Power U.S. Home Insurance Study examines overall customer satisfaction with two distinct personal insurance product lines: homeowners and renters. Satisfaction in the homeowners and renters insurance segments is measured by examining five factors: interaction; policy offerings; price; billing process and policy information; and claims.

Key Dates

  • 2020 Fielding Begins: June, 2020
  • 2020 Publish: September 15, 2020
  • 2020 Press Release: September 17, 2020

Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include top-to-bottom rankings of the carriers included in the study that meet J.D. Power’s predetermined research criteria. The carrier that ranks highest and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.

2020 Brands Targeted to be Profiled (final profiled list will be available upon study publication)

HOMEOWNERS
AIG
Allstate
American Family
Amica Mutual
ASI Progressive
Auto Club of Southern California Insurance Group
Auto-Owners Insurance
Chubb
COUNTRY Financial
CSAA Insurance Group
Erie Insurance
Farmers
Homesite
Liberty Mutual
MetLife
National General
Nationwide
Safeco
State Farm
The Hartford
Travelers
UPC Insurance
USAA
 
RENTERS
Allstate
American Family
Amica Mutual
ASI Progressive
Auto Club of Southern California Insurance Group
CSAA Insurance Group
Erie Insurance
Farmers
Lemonade
Liberty Mutual
Nationwide
Safeco
State Farm
The Hartford
Travelers
USAA
 

(Updated 6/1/2020)

The J.D. Power U.S. Auto Claims Satisfaction Study provides an analysis of customers’ perceptions of their insurer’s performance
throughout the entire claims experience, from first notice of loss through the repair and delivery of their vehicle or settlement of a total loss. This study provides insights into how insurers can not only continue to improve customer satisfaction with the claims process, but also how they can differentiate themselves in order to ensure retention and advocacy, both of which are critical to growth and profitability.

Key Dates

  • 2020 Study Fielding Begins: November, 2019
  • 2020 Wave 1 Publish: February 11, 2020
  • 2020 Wave 2 Publish: April 14, 2020
  • 2020 Wave 3 Publish: July 14, 2020
  • 2020 Wave 4 Publish: October 20, 2020
  • 2020 Wave 4 Press Release: October 22, 2020
  • 2021 Study Fielding Begins: November, 2020

Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include top-to-bottom rankings of the insurers in the study that meet J.D. Power’s predetermined research criteria. The insurer that ranks highest and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.

2020 Brands Targeted to be Profiled (final profiled list will be available upon study publication)
Allstate
American Family
Amica Mutual
Auto Club of Southern California Insurance Group
Automobile Club Group
Auto-Owners Insurance
COUNTRY Financial
CSAA Insurance Group
Erie Insurance
Esurance
Farmers
GEICO
Kemper
Liberty Mutual
MAPFRE
Mercury
MetLife
National General
Nationwide
NJM Insurance
Progressive
Safeco
State Farm
The Hanover
The Harford
Travelers
USAA

2021 Brands Targeted to be Profiled (final profiled list will be available upon study publication)
Allstate
American Family
Amica Mutual
Auto Club of Southern California Insurance Group
Automobile Club Group
Auto-Owners Insurance
COUNTRY Financial
CSAA Insurance Group
Erie Insurance
Farmers
GEICO
Kemper
Liberty Mutual
MAPFRE
Mercury
MetLife
National General
Nationwide
NJM Insurance
Progressive
Safeco
State Farm
The Hanover
The Harford
Travelers
USAA

(Updated 6/18/2020)

The J.D. Power U.S. Life Insurance Study analyzes customers’ experiences with their life insurance policy. The study provides an understanding of the needs and expectations of today’s life insurance customers as well as insights into how insurers can improve customer satisfaction and advocacy. This study was redesigned in 2019 to provide analyses on both group and individual policies.

Key Dates

  • 2020 Fielding Begins: June, 2020
  • 2020 Publish: October 6, 2020
  • 2020 Press Release: October 8, 2020

Press Release & Award Information: J.D. Power will issue a national press release that will highlight key findings and trends from the study and include insurer rankings of the carriers included in the study that meet J.D. Power’s predetermined research criteria. The carrier that ranks highest and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.

2020 Brands Targeted to be Profiled - Annuity Segment (final profiled list will be available upon study publication)
AIG
Allianz
American Equity Investment Life Insurance
RiverSource
Athene
Brighthouse Financial
Equitable
Great American Insurance Group
Jackson
Lincoln Financial Group
Mass Mutual
Nationwide
New York Life
Pacific Life
Principal Financial
Prudential
Symetra
TIAA^
Transamerica (AEGON)
^Brand is not rank eligible

2020 Brands Targeted to be Profiled - Individual Segment (final profiled list will be available upon study publication)
AIG
Equitable
Brighthouse Financial
Globe Life
Guardian Life
John Hancock
Lincoln Financial Group
MassMutual
MetLife
Midland National Life
Mutual of Omaha
Nationwide
New York Life
Northwestern Mutual
Pacific Life
PennMutual
Primerica
Principal Financial
Protective Life
Prudential
Securian
State Farm
Transamerica (AEGON)
Voya Financial

(Updated 5/14/2020)

The J.D. Power U.S. Life Insurance New Business Study measures the shopping process for both individual life insurance and annuities. Given a significant percentage of the population drops out of the process without purchasing, the study will seek to understand why. In addition, the study will measure the experience of those who do ultimately buy to understand what factored in their decision to shop, consider, avoid, purchase, and reject.

Key Dates

  • 2020 Fielding Begins: June, 2020
  • 2020 Publish: November 3, 2020
  • 2020 Press Release: November 5, 2020

Press Release Information: J.D. Power will issue a national press release that will highlight key findings from the study.

2020 Brands Targeted to be Profiled (final profiled list will be available upon study publication)

AIG
Equitable
Brighthouse Financial
Globe Life
Guardian Life
John Hancock
Lincoln Financial Group
MassMutual
Midland National Life
Mutual of Omaha
Nationwide
New York Life
Northwestern Mutual
Pacific Life
PennMutual
Primerica
Principal Financial
Protective Life
Prudential
Securian
State Farm
Transamerica (AEGON)

(Updated 5/20/2020)

An addition to the Insurance Digital Experience Study-series of products, the J.D. Power U.S. Claims Digital Experience Study will measure the digital experience with the claims process. The study will focus on claimants who utilized a digital channel (website or smartphone app) at any point during the claims process. The methodology will mirror our current Shopping and Servicing IDES product with both a VOC component and digital best practices audit.

Key Dates

  • 2020 Fielding Begins: July, 2020
  • 2020 Publish: October 20, 2020
  • 2020 Press Release: October 22, 2020

Press Release Information: J.D. Power will issue a national press release that will highlight key findings from the study.

2020 Brands Targeted to be Profiled (final profiled list will be available upon study publication)
Allstate
American Family
Amica Mutual
Auto Club of Southern California Insurance Group
Automobile Club Group
Auto-Owners Insurance
Chubb
CSAA Insurance Group
Erie Insurance
Farmers
GEICO
Kemper
Liberty Mutual
Mercury
MetLife
National General
Nationwide
Progressive
Safeco
State Farm
The Hartford
Travelers
USAA

(Updated 6/17/2020)

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