A new study has confirmed what the competitive insurance industry has long suspected: nothing clears a room — or an insurer’s book of business — quite like a bad claims experience.
According to fresh research from invoicecloud, which provide digital services for the industry, 83% of consumers say they’d happily jump ship after one lousy claims encounter. A single slow payout, and it’s “thank you, next.”
The 2025 Consumer Claims Experiences Survey, which uses data from 1,000 online respondents, dives deep into what’s irritating policyholders most, and, surprise, timing is everything.
While 27% of claim-filing consumers said it took more than a week to get their money, a mere 10% enjoyed that magical “hours to two days” turnaround for that roof, flooded car, or plumbing fiasco.
Even though only 22% reported an actual payment delay, 40% still chose “speed of payment” as the one thing they’d change, outranking “inconsistent communication” at 29%. As for accessing their money, the digital age has spoken: 49% of respondents say online banking is the easiest way to grab their cash — because marching into a bank branch is apparently so 2004.