INSURANCE BENCHMARKS & TRENDS
Benchmarks & Custom Research
Use real customer feedback to drive brand performance
Our insurance benchmark research measures experiences and interactions from hundreds of thousands of customers every year and gathers critical intelligence about how brands are performing on the factors that matter to them most. We capture these Voice of the Customer insights across the value chain to deliver analytics that drive business results.
Benchmark Studies
Shopping/Purchase Experience
Our insurance shopping benchmarking research examines the entire auto insurance policy selection process to uncover which customers are shopping, what is causing them to shop, how they feel about insurance brands, how they make their final purchase decision, and how they view the shopping process overall.
Policy Servicing Experience
While price may get customers in the door, experience is what drives retention. Our insurance policy servicing benchmarking studies measure customer experiences at multiple interaction points throughout the life of a policy. The intelligence helps brands pinpoint specific areas for improvement to ensure that they remain competitive.
Claims Experience
The claims process is a critical moment of truth for insurance carriers and can make or break a relationship with a customer. Our claims experience benchmarking study help insurers understand customers’ perceptions of their claims experience and identify gaps in their process that require improvement.
Shopping/Purchase Experience
Our insurance shopping benchmarking research examines the entire auto insurance policy selection process to uncover which customers are shopping, what is causing them to shop, how they feel about insurance brands, how they make their final purchase decision, and how they view the shopping process overall.
Policy Servicing Experience
While price may get customers in the door, experience is what drives retention. Our insurance policy servicing benchmarking studies measure customer experiences at multiple interaction points throughout the life of a policy. The intelligence helps brands pinpoint specific areas for improvement to ensure that they remain competitive.
Claims Experience
The claims process is a critical moment of truth for insurance carriers and can make or break a relationship with a customer. Our claims experience benchmarking study help insurers understand customers’ perceptions of their claims experience and identify gaps in their process that require improvement.
Dig deeper into study data
The JD Power Deep Dive Research Program, an enhancement to our syndicated studies, let’s you field more surveys with additional questions giving you deeper, more valuable data on your performance vs. competitors using the JD Power Index and Key Performance Indicators methodology.
The JD Power Deep Dive Research Program, an enhancement to our syndicated studies, let’s you field more surveys with additional questions giving you deeper, more valuable data on your performance vs. competitors using the JD Power Index and Key Performance Indicators methodology.
Get your lifeline to fast, easy, and reliable data analysis
What is it like having a JD Power research expert on your team?
JD Power study subscribers can add Analyst Access to their toolkit and receive dedicated access and premium-level support to answer research questions, conduct analyses, prepare data for presentations, or even review work for accuracy.
What is it like having a JD Power research expert on your team?
JD Power study subscribers can add Analyst Access to their toolkit and receive dedicated access and premium-level support to answer research questions, conduct analyses, prepare data for presentations, or even review work for accuracy.
Insurance Insights
Meet the Experts You Can Count On
Mike Vermillion
VP and General Manager, Insurance & Healthcare
Mike's Bio
Mike Vermillion
VP and General Manager, Insurance & Healthcare
Michael Vermillion is Vice President and General Manager of Global Business Intelligence with oversight of the Insurance and Healthcare practices at JD Power.
He is responsible for the growth of the business by leading growth initiatives, key capability development and new market entry. Other areas of responsibilities include strategic planning, new product development, sales enablement and strategic partnerships.
A key thought leader in the field of customer experience excellence,
Mr. Vermillion is the host of the JD Power Insurance Intelligence podcast and is a regular contributor to CX articles, webinars and white papers.
Mr. Vermillion brings to JD Power 25 years of experience in the strategy, corporate development and product management fields. Prior to joining the company in 2015, he held executive roles in product, strategy, business development and consulting with Market Risk Partners, NAVEX Global, Dun & Bradstreet, Autobex, Salient3 Communications, Stern Stewart & Company and Procter & Gamble.
Mr. Vermillion is President of Chicago Booth Alumni of Los Angeles, the former chair of P&G Alumni of New York City and is a member of the Los Angeles World Affairs Council, CFA Institute, the New York Society of Security Analysts, the Product Development and Management Association and the American Marketing Association.
Mr. Vermillion received a bachelor’s degree in mechanical engineering from the U.S. Naval Academy and an MBA in corporate finance from the University of Chicago.
Stephen J. Crewdson, CPCU
Managing Director, Insurance Intelligence
Stephen's Bio
Stephen J. Crewdson, CPCU
Managing Director, Insurance Intelligence
Stephen is a Managing Director in the Global Insurance Intelligence Group at JD Power. His area of responsibility includes intelligence around new customer acquisition, sales, and marketing for the property/casualty industry. He has more than ten years of experience at JD Power and a total of more than 20 years in marketing research and consulting. Stephen helped to launch many of the syndicated research studies in property/casualty insurance at JD Power and has worked with dozens of insurers to use these studies and other business intelligence to improve business results.
Before rejoining JD Power in 2022, Stephen worked on the carrier-side as a Group Manager at Auto Club Enterprises with responsibilities across the marketing function. He also spent five years at Gongos, Inc., a customer centricity agency that helps leading brands better deliver to their customers.
Stephen holds a bachelor’s degree in psychology, with a minor in mathematics, from Lake Superior State University and a master’s degree in economics from Walsh College. He also worked towards a PhD in cognitive neuroscience at the University of Notre Dame.
Mark Garrett
Director, Insurance Intelligence
Mark's Bio
Mark Garrett
Director, Insurance Intelligence
Mark Garrett is a Director for the Insurance Intelligence Practice at JD Power. His primary focus is on Auto and Property claims, including the digital experience. He works with many of the top 30 insurance carriers consulting on study findings and advising on opportunities to improve the customer experience.
During his tenure at JD Power, Mark has designed and launched several products including the Auto and Property claims studies. He presents at 30+ client meetings annually, regularly speaks at industry conferences and events, and has authored several thought leadership pieces.
Mark joined JD Power in 2004 and had previously worked at DTE Energy. He has more than 20 yrs. of market research experience across utility, automotive, mortgage, brokerage, and insurance industries.
Mr. Garrett graduated cum laude with a bachelor’s degree in psychology from Madonna University in Michigan.
Craig Martin
Executive Director, Insurance Intelligence
Craig's Bio
Craig Martin
Executive Director, Insurance Intelligence
As the Executive Director of the Global Insurance Intelligence Practice at JD Power, Craig Martin’s decades of experience in the financial services sector, customer experience, market research and data analytics provide him with a unique perspective that helps insurance organizations evolve with consumer expectations. With Martin’s extensive experience combined with years in behavioral finance and psychology, he is dedicated to driving positive change in the insurance industry by helping carriers better serve their clients and produce better business outcomes by incorporating consumer-driven data.
Since joining JD Power in 2012, Craig has created multiple syndicated studies while working closely with many leading financial services and insurance brands to create change and strong results. His current focus areas include life insurance, annuities, agent experiences and home insurance. Craig has been a featured contributor in numerous national news outlets such as Barron’s and Plan Adviser, where he provides a unique perspective on the intersection of customer experience, human behavior and how these factors impact business success. He is also a frequent speaker at industry events and conferences where he has covered a variety of topics including ways to optimize the balance of human and digital experiences to maximize client loyalty with finite resources.
Leveraging his experience in technology, market research and data analysis combined with real-world business experience he helps strategic partners drive positive change. By understanding business goals, end-user needs and relating those to the available data and technology resources, Craig bridges the gap between strategy and execution. His expertise has guided numerous improvement initiatives with organizations seeking to differentiate themselves and leverage technology effectively to deliver exceptional service.
Tony Soloman
Director of Strategy and Planning
Tony's Bio
Tony Soloman
Director of Strategy and Planning
Tony Soloman is the Director of Strategy and Planning for the Insurance Intelligence Group at JD Power. He is primarily responsible for new product development and strategic partnerships within the insurance industry. Tony joined JD Power in 2005.
Previously, Tony worked in the Global Automotive Consulting group at JD Power where he partnered with OEMs to improve vehicle quality and customer satisfaction levels. Prior to that, Tony managed multiple voice of the customer programs at JD Power, developing custom client solutions in the financial services sector.
Tony earned a bachelor’s degree, with honors, in Economics from Michigan State University, and an MBA from the Stephen M. Ross School of Business at the University of Michigan.
Mike Vermillion
Mike Vermillion
Michael Vermillion is Vice President and General Manager of Global Business Intelligence with oversight of the Insurance and Healthcare practices at JD Power.
He is responsible for the growth of the business by leading growth initiatives, key capability development and new market entry. Other areas of responsibilities include strategic planning, new product development, sales enablement and strategic partnerships.
A key thought leader in the field of customer experience excellence,
Mr. Vermillion is the host of the JD Power Insurance Intelligence podcast and is a regular contributor to CX articles, webinars and white papers.
Mr. Vermillion brings to JD Power 25 years of experience in the strategy, corporate development and product management fields. Prior to joining the company in 2015, he held executive roles in product, strategy, business development and consulting with Market Risk Partners, NAVEX Global, Dun & Bradstreet, Autobex, Salient3 Communications, Stern Stewart & Company and Procter & Gamble.
Mr. Vermillion is President of Chicago Booth Alumni of Los Angeles, the former chair of P&G Alumni of New York City and is a member of the Los Angeles World Affairs Council, CFA Institute, the New York Society of Security Analysts, the Product Development and Management Association and the American Marketing Association.
Mr. Vermillion received a bachelor’s degree in mechanical engineering from the U.S. Naval Academy and an MBA in corporate finance from the University of Chicago.
Stephen J. Crewdson, CPCU
Stephen J. Crewdson, CPCU
Stephen is a Managing Director in the Global Insurance Intelligence Group at JD Power. His area of responsibility includes intelligence around new customer acquisition, sales, and marketing for the property/casualty industry. He has more than ten years of experience at JD Power and a total of more than 20 years in marketing research and consulting. Stephen helped to launch many of the syndicated research studies in property/casualty insurance at JD Power and has worked with dozens of insurers to use these studies and other business intelligence to improve business results.
Before rejoining JD Power in 2022, Stephen worked on the carrier-side as a Group Manager at Auto Club Enterprises with responsibilities across the marketing function. He also spent five years at Gongos, Inc., a customer centricity agency that helps leading brands better deliver to their customers.
Stephen holds a bachelor’s degree in psychology, with a minor in mathematics, from Lake Superior State University and a master’s degree in economics from Walsh College. He also worked towards a PhD in cognitive neuroscience at the University of Notre Dame.
Mark Garrett
Mark Garrett
Mark Garrett is a Director for the Insurance Intelligence Practice at JD Power. His primary focus is on Auto and Property claims, including the digital experience. He works with many of the top 30 insurance carriers consulting on study findings and advising on opportunities to improve the customer experience.
During his tenure at JD Power, Mark has designed and launched several products including the Auto and Property claims studies. He presents at 30+ client meetings annually, regularly speaks at industry conferences and events, and has authored several thought leadership pieces.
Mark joined JD Power in 2004 and had previously worked at DTE Energy. He has more than 20 yrs. of market research experience across utility, automotive, mortgage, brokerage, and insurance industries.
Mr. Garrett graduated cum laude with a bachelor’s degree in psychology from Madonna University in Michigan.
Craig Martin
Craig Martin
As the Executive Director of the Global Insurance Intelligence Practice at JD Power, Craig Martin’s decades of experience in the financial services sector, customer experience, market research and data analytics provide him with a unique perspective that helps insurance organizations evolve with consumer expectations. With Martin’s extensive experience combined with years in behavioral finance and psychology, he is dedicated to driving positive change in the insurance industry by helping carriers better serve their clients and produce better business outcomes by incorporating consumer-driven data.
Since joining JD Power in 2012, Craig has created multiple syndicated studies while working closely with many leading financial services and insurance brands to create change and strong results. His current focus areas include life insurance, annuities, agent experiences and home insurance. Craig has been a featured contributor in numerous national news outlets such as Barron’s and Plan Adviser, where he provides a unique perspective on the intersection of customer experience, human behavior and how these factors impact business success. He is also a frequent speaker at industry events and conferences where he has covered a variety of topics including ways to optimize the balance of human and digital experiences to maximize client loyalty with finite resources.
Leveraging his experience in technology, market research and data analysis combined with real-world business experience he helps strategic partners drive positive change. By understanding business goals, end-user needs and relating those to the available data and technology resources, Craig bridges the gap between strategy and execution. His expertise has guided numerous improvement initiatives with organizations seeking to differentiate themselves and leverage technology effectively to deliver exceptional service.
Tony Soloman
Tony Soloman
Tony Soloman is the Director of Strategy and Planning for the Insurance Intelligence Group at JD Power. He is primarily responsible for new product development and strategic partnerships within the insurance industry. Tony joined JD Power in 2005.
Previously, Tony worked in the Global Automotive Consulting group at JD Power where he partnered with OEMs to improve vehicle quality and customer satisfaction levels. Prior to that, Tony managed multiple voice of the customer programs at JD Power, developing custom client solutions in the financial services sector.
Tony earned a bachelor’s degree, with honors, in Economics from Michigan State University, and an MBA from the Stephen M. Ross School of Business at the University of Michigan.
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For all other inquiries, you can contact us here.
JD Power studies, products, and services are available for purchase. If you’re interested in subscribing to a JD Power study or becoming a client, please fill out the form, and we'll be in touch. Questions? Click here to find the answers to frequently asked questions.
If you’ve received a JD Power survey and have questions or comments, please contact us here.
For all other inquiries, you can contact us here.