Core Insights - Rising costs and changing customer expectations are impacting satisfaction levels in the insurance and mortgage industry, as highlighted by the American Customer Satisfaction Index (ACSI) study [1][2] Industry Performance - Life insurance scored the highest satisfaction at 78, despite a 1% decline [1] - Health insurance and property and casualty (P/C) insurance both scored 76, with P/C considered the industry average [2] - Mortgage lenders ranked lowest at 74, also experiencing a 1% drop [2] Customer Expectations - Customers across all industries are seeking clarity, responsiveness, and human interaction [2] - The future of insurance and mortgage lending is seen in blending technological convenience with personal connection, enhancing customer understanding and support [3] Company-Specific Insights - USAA leads the P/C industry with an ACSI score of 85, up 2%, while State Farm follows at 79, down 1% [4] - Progressive achieved the largest year-over-year gain in the P/C sector, increasing by 3% to 78 [4] - Geico, Farmers, and Travelers saw significant declines in their scores, with Travelers dropping 8% to 72, the lowest among major providers [5] Customer Experience Metrics - Overall customer experience metrics declined, with claims processing speed at 73, call center satisfaction at 76, and agent courtesy at 72, all down by 5% [7] - Policy discounts and rewards metrics fell by 3% to 74, while mobile app quality and reliability decreased by 2% to 81 [8]