Small companies throughout the U.S. are more and more happy with the services and products they obtain from their business insurance coverage suppliers.


In accordance with the eleventh annual JD Energy 2023 U.S. Small Business Insurance coverage Research, general buyer satisfaction has reached an all-time excessive of 847 (on a 1,000-point scale) as prospects word important year-over-year enchancment in three of 5 elements evaluated within the examine. That determine is up 5 factors from 2022 and 70 factors from a decade in the past.

“Opposite to what we’ve seen in private strains insurance coverage, small enterprise buyer satisfaction retains rising whilst premiums have continued to climb,” mentioned Stephen Crewdson, senior director of world insurance coverage intelligence at JD Energy.

The examine surveyed 2,472 small business insurance coverage prospects with 50 or fewer workers. General satisfaction contains 5 elements: billing and cost; claims; interplay; coverage choices and worth. The examine was fielded from March by June 2023.


“Whereas the general satisfaction numbers are excessive, there are some necessary variations primarily based on the dimensions of the small enterprise,” Crewdson mentioned. “The pattern is basically being pushed by companies within the ranges of 5 to 10 workers and 11 to 50 workers, versus the micro-businesses with fewer than 5 workers. That variation ought to inform extra focused small enterprise methods on the a part of insurers.”

Nationwide ranks highest in general buyer satisfaction with a rating of 883. State Farm (877) ranks second and Cincinnati Insurance coverage (870) ranks third.

Different takeaways from the 2023 examine embody:

  • Smallest small companies really feel much less happy: Though general buyer satisfaction improves throughout all classes of companies evaluated within the examine, the micro class—which consists of companies with fewer than 5 workers—has a decrease general satisfaction rating (823) than medium-size (855) and bigger (857) small companies.
  • Small companies like proactive communication: When insurers proactively talk about worth adjustments with small enterprise prospects and work with them to search out methods to attenuate that improve, general buyer satisfaction improves. Among the many 36% of shoppers who made adjustments to their protection to scale back a worth improve, satisfaction with the worth of their coverage elevated by 84 factors. And of the 25% of shoppers who modified their enterprise practices to scale back threat, worth satisfaction rises 135 factors.
  • Social media performs a proactive position in speaking with small companies: Small companies are usually excited by receiving suggestions for decreasing prices, new product data and knowledge on state and federal regulation adjustments by way of social media. General satisfaction is 88 factors increased amongst micro enterprise prospects who observe their insurer on social media than those that don’t.

Business Strains
Enterprise Insurance coverage

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