Property and Casualty Insurance
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PROPERTY AND CASUALTY
INSURANCE
An industry in need of disruption, property and casualty insurance is as fragmented today as it is relevant. Use ACSI to understand the impact of customer perceptions on satisfaction and drive much-needed innovation in the P&C landscape.
At a glance:
Property and Casualty Insurance
- Inaugural year:
1994
- Updated:
annually
- Most recent data:
2026
- Companies:
14 major companies, plus aggregate of smaller insurers
Satisfaction Benchmarks by Company
Property and Casualty Insurance
| Company | 2025 | 2026 | % CHANGE |
|---|---|---|---|
| Property & Casualty Insurance | 76 | 76 | 0% |
| State Farm | 79 | 81 | 3% |
| Allstate | 77 | 78 | 1% |
| All Others | 76 | 78 | 3% |
| AAA | 77 | 77 | 0% |
| Geico | 75 | 77 | 3% |
| Progressive | 78 | 77 | -1% |
| USAA* | 85 | 77 | -9% |
| Liberty Mutual | 76 | 76 | 0% |
| American Family | 78 | 75 | -4% |
| Nationwide | 78 | 75 | -4% |
| Travelers | 72 | 74 | 3% |
| Auto-Owners | 75 | 72 | -4% |
| Farm Bureau | 71 | 72 | 1% |
| Farmers | 73 | 72 | -1% |
| Chubb | NA | 65 | NA |
*Available to military-affiliated individuals and families only.
NA = Not Available
Customer Experience Benchmarks Year-Over-Year Industry Trends
Property and Casualty Insurance
| Benchmarks | 2025 | 2026 |
|---|---|---|
| Reliability of mobile app (minimal down time, crashes, lags) | 81 | 82 |
| Courtesy and helpfulness of representative/agent (policy purchase or renewal, insurance questions) | 78 | 80 |
| Quality of mobile app | 81 | 80 |
| Website satisfaction | 80 | 80 |
| Ease of understanding billing statement | 79 | 79 |
| Call center satisfaction | 76 | 78 |
| Variety of coverage options | 79 | 78 |
| Availability and range of policy discounts and rewards | 74 | 77 |
| Speed of most recent claim processing and completion | 73 | 75 |
| Courtesy and helpfulness of representative/agent (claims handling) | 72 | 73 |
Industry averages are weighted by companies’ market shares.
2026 results based on data collected October 2025 – September 2026.