Erie Insurance ranked highest in overall customer satisfaction in the J.D. Power 2025 U.S. Insurance Shopping Study
Erie Insurance ranked highest in overall customer satisfaction in the J.D. Power 2025 U.S. Insurance Shopping Study
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May 12, 2025
Erie Insurance ranks highest among large auto insurers in providing a satisfying purchase experience for the second consecutive year
Erie Insurance (ERIE) has ranked highest for customer satisfaction among large auto insurers in the J.D. Power 2025 U.S. Insurance Shopping Study. This is the second consecutive year ERIE received top marks for providing a satisfying auto insurance shopping experience.
Erie Insurance ranked the highest among competitors with a score of 714 on a 1,000-point scale — and 47 index points above the industry average. ERIE ranked first in three of four study factors, including quote process, price, and distribution channel and ranked second in policy offerings.
“For the past 100 years, Erie Insurance has stood behind our mission to be ‘Above All in Service,’” said Bob Buckel, ERIE’s vice president, personal auto. “This recognition is a testament to the hard work and commitment of the independent insurance agents who represent us and the employees who help them deliver on our shared promise of service.”
The J.D. Power 2025 U.S. Insurance Shopping Study examines the entire auto insurance policy selection process to understand which customers are shopping; what triggers their shopping behavior; their attitudes and perceptions of auto insurance brands; and how they make their final purchase decision. The study provides insights into how insurers can not only continue to improve customer satisfaction with the shopping process, but also how they can develop effective campaigns to maximize their return on marketing investments.
The study was based on responses from 12,720 insurance customers who requested an auto insurance price quote from at least one competitive insurer in the previous six months. The study was fielded from April 2024 through January 2025.
To learn more about auto insurance at ERIE, visit by clicking here.
Following are some key findings of the 2025 study:
Insurance price volatility stirs surge in shopping activity: More than half (57%) of auto insurance customers have actively shopped for a new policy in the past year, the highest shopping rate ever recorded in the 19-year history of the study. Shopping rates were higher in Q1 2024, in line with record highs in insurance rates. As price increases slowed throughout the year, shopping rates increased.
Stickier customers up for grabs: One-third (33%) of customers who are actively shopping for an auto policy are seeking to bundle their auto policy with a homeowner’s policy. Customers who bundle insurance have longer tenures with their insurer (7.0 years on average vs. 5.5 among those who do not bundle), which makes winning these customers a priority for carriers.
Growing interest in dealer- and manufacturer-provided insurance: More than one-third (37%) of auto insurance customers say they are interested in embedded insurance, a form of auto insurance that is sold directly through the automobile dealer or manufacturer. Interest is highest among Generations Y/Z[1] (47%), and among those who say their primary reason for shopping their auto policy is service (48%).
Usage-based insurance (UBI) sees a small resurgence: More often, insurers are offering UBI programs, which use telematics software to monitor an insured’s driving style and assign rates based on safety and mileage metrics. This year, 17% offered UBI programs to shoppers, up from 15% in 2024 but down from 22% in 2023.
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