Three trends shaping insurance customer experience as claims rise in 2026

When customers contact their insurer, it’s rarely good news. They expect quick resolutions and clear communication—but rising property claims are making that more challenging.

Natural catastrophes and secondary perils like hail, floods, and wildfires are driving up the volume of claims. Swiss Re Institute had forecasted that insured losses from natural catastrophes would reach USD 146 billion in 2025. While the actual figures from last year are yet to be reported, one thing is certain: these events will continue to put strain on insurers, triggering higher premiums and longer claim cycles, ultimately affecting customer satisfaction.

J.D. Power found that property and casualty insurers can counter the challenges of longer claim cycles and rising premiums by simplifying and streamlining customer communications. Their research shows that customer satisfaction scores are nearly twice as high when insurers deliver clear, seamless interactions.

To retain customers and protect brand trust, insurers must ...