JD Power 2026 Study: Trust and Seamless Service Key to Home Insurance Retention Amid Rising Costs

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, 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).

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.