In spite of the fact that almost half of homeowners insurance customers faced higher premiums in 2025, the average customer satisfaction score tallied by J.D. Power barely budged from the average in the 2024 study.

According to the J.D. Power 2025 U.S. Home Insurance Study, the average customer satisfaction score for home insurance (on a 1,000-point scale) was 642, compared with 640 last year. The average home insurance score is similar to an average score J.D. Power published for U.S. auto insurers earlier this year—644.

Also shown in the home insurance study, the average score for renters insurance was higher—at 668, up nine points from 659 in the 2024 study for renters insurance.

Related article: Homeowners Not Satisfied, Just Stuck With Insurers: J.D. Power

Some insurers fared even better, including Amica, which scored the highest satisfaction in both property categories—705 for home insurance and 711 for renters. Among two dozen insurers whose scores were ranked in both the 2025 and 2024 reports, Amica also saw the biggest upward change in its home insurance score—26 points from a 679 score in the 2024 listing which showed Amica then sitting in third place, below Chubb and AIG. (AIG is not ranked this year).

There were bigger individual carrier leaps in the renters insurance study, with the score for Travelers vaulting 68 points to 663 in 2025 from 595 in 2024, and Nationwide’s score leaping 60 points to 687 from 627 last year.

In both years, J.D. Power measured satisfaction in the home insurance and renters insurance segments across seven core dimensions: product/coverage offerings; problem resolution; digital channels; people; price for coverage; trust; and ease of doing business.

The 2025 study is based on responses from 14,511 homeowners and renters via online interviews conducted from July 2024 through May 2025.

Travelers’ higher 2025 score puts it in the top 10 among renters insurers this year—with a seventh place ranking, compared to 15th place in 2024. And Nationwide lands in the top 5 based on satisfaction scores, with a fourth place rank this year vs. 12th place in 2024.

One notable move out of the top five was Lemonade, with a 21-point drop in its renters insurance customer satisfaction score, to 661, pulling the ranking down to 8th place from third in 2024. (This year’s eight-place ranking puts Lemonade in a score-tie with Liberty Mutual.)

J.D. Power recorded a far bigger score decline for Safeco—down 31 points to 614 from 645—putting the insurer in last place on a 2025 presentation of renters insurance scores. Liberty Mutual’s Safeco brand (scheduled to sunset in 2026) also had the biggest score drop among home insurers included in both the 2025 and 2024 studies—down 23 points to 571.

Among home insurers, Travelers and Nationwide showed little or no change in their scores or rankings. Travelers, now ranks 20th among 28 insurers included in the 2025 study. Nationwide is eight—the same spot it had in the 2024 study with the same score (641).

This year’s study includes five home insurance companies that were not included in the 2024 report: Cincinnati Insurance, Foremost, Frontline Insurance, Tower Hill Insurance and Universal Direct. While super-regional Cincinnati garnered a 15th place ranking, the smaller specialty and regional carriers had the worst home insurance customer satisfaction scores calculated by J.D. Power.

Rate Changes Impact Scores

In its announcement about the report, J.D. Power focused on the impact of premium increases on customer satisfaction rather than rankings, noting that 47 percent of U.S. homeowners insurance customers experienced a premium increase in the past year—”the highest rate of insurer-initiated rate raises in more than a decade,” according to J.D. Power.

While the premium increases “often reflect real cost pressures,” from inflation and severe weather, “they’re also eroding trust and driving customers to shop for alternatives,” said Craig Martin, executive director, global insurance intelligence at J.D. Power, in a media statement.

Martin suggested that “the issue is particularly acute” in the high lifetime-value customer segment—defined by J.D. Power as those customers with a higher proportion of product and service needs bundled with one carrier and those paying higher annual premiums.

J.D. Power said that 49 percent of those high-value customers have experienced an insurer-initiated rate increase.

They “represent the most profitable segment of the property and casualty insurance market, and they are far more likely to take their business to a competitor when they experience repeated rate increases,” said Martin.

In fact, focusing on customers that said they are unlikely to renew with their current carrier, 45 percent of high-value customers said multiple price hikes were the reason. Only 30 percent of low lifetime-value customers cited repeated price increases as their reason for switching.

As in prior studies, J.D. Power offered evidence to suggest that transparency or proactive communication about forthcoming rate increases can impact customer satisfaction. In fact, when customers who experience a rate increase fully understand the reason, and are offered options to lower their costs, overall satisfaction averages 721, J.D. Power said. At the other end of the spectrum, the overall satisfaction score is 537 for customers who don’t have a clue about why their premiums are going up and aren’t presented with any options.