Leading insurance payment experience still faces pressure from switching insurers
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AI-assisted source synthesis · not an independent investigation.
On October 8, 2026, PYMNTS Intelligence released a study stating that property and home insurance companies had the highest billing and payment scores among the industries included in this year's study. However, a gap remains between customer needs and insurers' self-assessments: one-quarter of policyholders and 70% of Gen Z policyholders said they were prepared to switch insurers. The survey showed that 15% of policyholders believed refunds were too slow, while only 1.7% of insurers agreed; another 18% of policyholders were dissatisfied with delayed payments, involving approximately $2.6 billion in delayed monthly premiums. The report also stated that only 6.7% of insurers invest in payment options.
AI-written from reports · updated 8 days ago
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- PYMNTSProperty and home insurers lead in billing and payment scores, but still fail to meet policyholder needs
PYMNTS Intelligence says property and home insurers have the highest billing and payment scores among the industries studied this year, but one-quarter of policyholders and 70% of Gen Z policyholders are still preparing to switch insurers. The survey shows that 15% believe refunds are too slow, while only 1.7% of insurers agree; 18% are dissatisfied with delayed payments, leaving approximately $2.6 billion in monthly premiums delayed, and only 6.7% of insurers invest in payment options.