Increases in insurance premiums and "lackluster" customer satisfaction rates are leading customers to shop for new plans, according to
The study, which is based on over 10,000 responses from insurance customers and was fielded from March 2023 to January 2024, finds that 49% of auto insurance customers are actively shopping for new policies. Of these customers, a reported 29% have switched carriers and Gen Z customers have the highest switch rates.
"After the past few years of steady auto insurance premium increases, customers are no longer passively keeping an eye out for a better deal," said Stephen Crewdson, senior director, insurance business intelligence at J.D. Power, in a press release. "Instead, they are actively seeking new carriers to offset these rising costs. However, with rising premiums across the country and fewer insurers explicitly offering usage-based insurance—or UBI plans—during the quoting process, insurance shoppers are not finding many alternatives."
J.D. Power notes that insurers only offered usage-based insurance (UBI) programs to 15% of shoppers, which dropped from 22% in 2023. For the past few years, the industry has seen an increase in UBI program offerings. Such programs showed improved customer satisfaction in the past: in 2023,
"We see that shoppers are less likely this year than in recent years to mention the insurers they quoted proactively offered UBI. On the other hand, a larger share of shoppers signed up for UBI, perhaps meaning they expressed an interest in UBI before the insurer could make an offer," said Crowder, in an email to Digital Insurance. "While the offer of UBI still improves satisfaction, the lift is smaller than in previous years. For many drivers, savings from UBI are surpassed by overall rate increases, which is likely what decreased the satisfaction impact of UBI offers this year."
The study also notes the growing interest