U.S. Independent Agent Satisfaction Study


There is a strong relationship between higher levels of independent agent satisfaction and a greater number of business relationships with insurers. Likewise, independent agents that are more satisfied with the service they receive from insurers are more likely to recommend that carrier and place a greater number of products with that insurer. These intermediaries are critical to the success and profitability of insurers, and P&C insurers must understand not only their performance through the lens of the agent and broker but also the performance of the agents recommending their products.

The J.D. Power U.S. Independent Agent Satisfaction StudySM 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.

The study examines the following areas for each insurer:

  • Quoting—underwriting process
  • Claims process
  • Product offerings
  • Risk appetite
  • Servicing policies
  • Support and communication
  • Commission
  • Demographics
  • State and regional information
  • Product line satisfaction**

A study subscription provides access to the insights and tools needed to gain a comprehensive, in-depth understanding of what independent agents and brokers think about their experiences with P&C insurers and what industry leaders are doing to position themselves to become a preferred insurer for these agents and brokers.