JD Power study shows rising small business satisfaction with commercial insurers

Small business customer satisfaction with commercial insurers has risen 15 points to 713 on a 1,000-point scale, according to the JD Power 2026 U.S. Small Commercial Insurance Study. This increase is primarily attributed to improvements in digital support channels, which saw a 29-point gain, as well as better perceptions regarding coverage prices, problem resolution, and product offerings.

Digital investments have particularly benefited micro businesses with fewer than five employees, providing them with service levels previously unavailable. Additionally, the frequency of insurer-initiated rate increases has declined, with 33% of customers experiencing a rate hike this year, down from the previous year. The study notes that insurer-initiated increases are strongly correlated with lower satisfaction levels.

In terms of individual provider performance, Erie Insurance ranked highest in customer satisfaction with a score of 760. Chubb followed in second place with 746, and Allstate ranked third with 732.