News

A new Big “I” survey finds consumers embrace AI-powered service but still want the expertise and guidance of a dedicated human insurance agent.

December looked at the 2025 Atlantic hurricane season, the impact of claims management on customer experience, state requirements for paid leave and time off. Plus, state regulations on artificial intelligence (AI) as well as a review of 2025’s top stories.

Liberty Mutual awarded four Big “I” members for embracing innovative technologies, bringing value to their customers and empowering their employees.

From artificial intelligence (AI)-driven operational shifts and dynamic climate modeling to heightened cyber and privacy risks, 2026 is shaping up to be a year of transformation for the insurance industry.

While many insurers have filed for rate decreases in 2025, many customers have yet to feel the effects of those decreases, with 44% of auto insurance claimants reporting a price increase in the past 12 months.

Small commercial customers are more likely than ever to consider moving their business to another insurer at renewal, according to J.D. Power.

Nationally, homeowners insurance rates jumped 11.4% in 2024, with double-digit increases reported in the last two years.

More than one-third of U.S. personal auto insurance customers are dissatisfied with their insurance and those with higher overall lifetime value profiles are most likely to leave, according to J.D. Power.

While more than 2 in 3 (69%) say the insurance industry is a great place to work and 4 out of 5 (81%) say they are satisfied with their job, high rates of burnout are threatening to dampen job satisfaction, according to Liberty Mutual and Safeco.

The latest research from Liberty Mutual and Safeco explores how the hard market is impacting both agents and customers and how agents can improve customer satisfaction and retention.