Half your customers are ready to drop you over this one fatal flaw
A new J.D. Power study reveals 52% of insurance customers will leave over poor digital experiences. Here's what agents can do about it.
A new study just dropped, and it confirms what you already feel: 52% of insurance customers will leave over a "poor" or "just okay" digital experience.
That's not a typo. Half.
The J.D. Power 2025 US Claims Digital Experience Study surveyed nearly 6,000 auto and home insurance customers. The headline? Customers expect proactive digital updates. Most insurers don't deliver.
Only 36% of auto customers and 31% of home customers get status updates through their app. The rest? They're calling, emailing, logging into portals, andโeventuallyโshopping for a new policy.
The Problem Isn't You. It's the Tools.
Here's the uncomfortable truth: carriers control the customer-facing tech. You don't.
When a claim drags on with no updates, the customer doesn't blame the carrier. They blame youโthe agent who sold them the policy.
And when renewal time comes? They remember the frustration. Not the coverage.
What "Good Digital Experience" Actually Looks Like
J.D. Power broke it down into four categories:
- Clarity of information โ Can customers actually understand what's happening?
- Ease of use โ Is the app or portal intuitive?
- Helpfulness โ Does it answer questions, or create more?
- Range of services โ Can customers do what they need without calling?
Customers who rate their digital experience as "excellent" have just a 4% chance of leaving.
The ones stuck in "poor" or "okay" territory? Half of them walk.
Where Does That Leave You?
If you're waiting on carriers to fix their apps... you might be waiting a while.
But here's the thing: you don't have to wait.
The gap isn't just in claims. It's in the entire workflowโfrom quoting to binding to renewals. Every time a customer has to hunt for information, repeat themselves, or wait for a callback, trust erodes.
What if you could automate the parts that create friction?
- Submissions that go out clean, fast, and complete
- Carrier matching that happens in seconds, not hours
- Updates that don't require chasing anyone down
A Different Approach
Some agencies are quietly building their own AI-powered workflows. Not to replace carriersโbut to fill the gaps carriers leave behind.
Tools that scrape intake forms, digest messy files, find the right markets, and assemble submissions automatically. No new portals. No steep learning curves. Just less grind.
The result? Faster turnaround. Fewer errors. Happier customers who stick around.
Try It Yourself
Opensure is an open-source AI toolkit built for insurance professionals. It doesn't replace your systemsโit makes them work better.
Start with the browser extension. Install in minutes. See what automation actually feels like.
The J.D. Power 2025 US Claims Digital Experience Study is based on responses from 5,958 auto and home insurance customers who filed a claim in the past 12 months.