Amica Tops JD Power Auto Claims Satisfaction Study
The 2026 industry report highlights a widening gap in satisfaction between repairable vehicles and total loss claims.
Updated on Oct. 27, 2026 in Auto Parts
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JD Power released its 2026 U.S. Auto Claims Satisfaction Study, naming Amica the top-ranked insurer for consumer experience. Overall satisfaction across the industry currently sits at a score of 700 as repair cycle times show improvement.
Why it matters
Repair satisfaction has increased as claim volumes dropped, but total loss claims face declining scores due to payouts failing to cover remaining vehicle loan balances. This gap highlights a growing financial challenge for consumers whose vehicles are deemed total losses.
The study surveyed 8,261 customers, revealing that repair cycle times averaged 15.3 days in Q1 2026, an improvement of 10 days over Q1 2024. Additionally, insurers provided a seamless cross-channel experience for claimants in 54% of instances.
The players
Amica
Amica is an insurance provider that ranked highest in customer satisfaction within the 2026 JD Power study.
JD Power
JD Power is a data analytics firm based in Troy, Michigan, that produces recurring industry satisfaction reports.
Nationwide
Nationwide is an insurance and financial services company that achieved the second-highest score in the study.
AAA
AAA is a federation of motor clubs that placed third in the 2026 auto claims satisfaction rankings.
The details
While satisfaction with repairable claims rose by 4 points, total loss satisfaction dropped by 12 points, contributing to a 46-point decline in that category since 2023. Amica led the rankings with a score of 775, followed by Nationwide at 743 and AAA at 740.
Timeline
October 27, 2026: JD Power released the 2026 study.
September 2025 - August 2026: The study fielding period occurred.
Q1 2026: Average repair cycle times reached 15.3 days.
Q1 2024: Repair cycle times were 10 days longer than in 2026.
Roadmap
The auto insurance sector is navigating a volatile environment where inflationary pressures on total loss payouts are distancing carriers from policyholder expectations. This report indicates that while operational efficiency in repairs is improving, the industry is struggling to align financial settlements with the realities of modern vehicle loans.
Drivers facing total loss claims may find their insurance settlement insufficient to pay off their remaining car loan, creating a significant unexpected financial burden. Understanding these satisfaction rankings can help consumers compare how different carriers handle settlement transparency and communication during the claims process.
The takeaway
Consumers should be aware that insurance payouts for total losses may not cover the full balance of existing vehicle loans. Maintaining gap insurance or reviewing settlement terms can help protect personal finances if a vehicle is declared a total loss.
Further reading
For more information on the industry benchmarks and performance metrics, visit the United States Auto Parts section.
More information
To review the full results, view complete study rankings on the JD Power portal.
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Do you trust your auto insurance provider to adequately cover your loan in a total loss?
