Improve insurance customer experience

Overall satisfaction with small commercial insurers rises, driven by improvements in digital capabilities and price

Against a backdrop of rising financial pressures, narrower access to provider networks and prescription drug and outpatient care cost increases, Medicare Advantage plan members are looking for trusted partners to guide them through their healthcare journeys.

TROY, Mich.: 9 June 2026 — As the auto insurance market continues to soften, customers are holding more of the power—and they’re using it, according to the JD Power 2026 U.S. Auto Insurance Study,SM released today. Separate JD Power data[1] indicates that approximately one‑third of auto insurance shoppers now turn to artificial intelligence (AI) tools when comparing coverage, and those who do are significantly more likely to switch insurers. Yet even as competition intensifies and prices ease, an increase in overall customer satisfaction is being held back by insurers’ inability to deliver truly seamless interactions across channels.