NPS Benchmarks 2026
Insurance NPS is shaped by the claims experience, pricing transparency, and policy simplicity. The industry has historically scored lower due to the perceived adversarial nature of claims, but insurtech companies are changing expectations.
35
Good
58
Top 25% score
5
Bottom 25% score
Showing average NPS scores. Higher is better. Scale: -100 to 100.
The claims experience accounts for 60% of insurance NPS variance. Fast, fair claims processing can turn a negative event into a brand-building moment.
Insurtech companies like Lemonade score 25-30 points above traditional insurers by using AI for instant claims and transparent pricing.
Policyholders who never file a claim have an NPS 15 points lower than those who had a positive claims experience, highlighting the importance of proactive engagement.
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See how your insurance business stacks up against these benchmarks. Use our free NPS calculator to compute your score instantly.
Try the NPS CalculatorA good NPS score for insurance is anything above the industry average of 35. This puts you ahead of most competitors and indicates a healthy level of customer satisfaction. Scores in the top quartile (58+) are considered excellent and suggest strong customer loyalty that drives organic growth through referrals.
Keep in mind that NPS varies significantly within insurance depending on company size, market segment, and geography. The most meaningful benchmark is your own trend over time. A company consistently improving its NPS is in a stronger position than one with a high but declining score.
Improving NPS in the insurance industry starts with understanding what drives satisfaction for your specific customers. Here are actionable strategies:
A good NPS score for insurance companies is above 35, the industry average. Scores above 50 are excellent. USAA leads the industry at 73, while insurtech companies like Lemonade score around 62. Traditional insurers typically range from 20-45.
Insurance NPS is lower because customers often feel they pay premiums for years without tangible benefit, and when they do file claims, the process can feel adversarial. Complex policy language, unexpected exclusions, and slow claims processing all contribute to lower scores.
Streamline claims processing, use plain language in policies, offer self-service options for common tasks, proactively communicate during claims, and invest in digital tools. Companies that resolve claims within 48 hours see NPS scores 30+ points higher than those with week-long processes.
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