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Small business insurer satisfaction rises as digital support and pricing improve
JD Power found overall satisfaction increased by 15 points to 713, with digital channels up 29 points, and insurer-initiated rate increase shares falling to 52% of cases.
Small businesses’ customer satisfaction with small commercial insurers rose 15 points to 713 on JD Power’s 1,000-point scale, according to the firm’s 2026 U.S. Small Commercial Insurance Study, which surveyed 2,900 customers earlier this year.
The study said the biggest improvements came from digital channels, which increased 29 points, along with gains in price for coverage (+16 points), problem resolution (+16 points), and product or coverage offerings (+16 points). It assessed satisfaction across seven dimensions, including trust, ease of doing business, and problem resolution.
JD Power reported that one-third of customers, 33%, experienced a rate increase this year, down 1 percentage point from last year. Among those who saw higher rates, 52% were attributed to insurer-initiated rate taking rather than changes in coverage or exposure, down 4 percentage points year over year.
The report added that satisfaction is closely linked to how often insurer-initiated rate increases occur and highlighted that investments in digital tools are helping customers manage policies without going through an agent. Erie Insurance ranked highest among small commercial insurers with a score of 760, followed by Chubb at 746 and Allstate at 732, while JD Power said satisfaction was highest when both insurer and agent fully understand the customer’s business.