Sedgwick publishes tts third policyholder satisfaction survey on claims management

Amid inflationary pressures, loss adjusting remains a key factor in claims satisfaction

PARIS – Sedgwick, the world’s leading risk and claims administration partner, has released its 2026 policyholder satisfaction survey^[1] on claims management, analyzing trends for individual and professional customers. The key finding from the 2026 survey, which is conducted every two years, is the significant increase in overall satisfaction with claims handling, reaching 8.6 out of 10 among both individual and professional policyholders, compared with 7.8 and 7.5, respectively, in 2024. 

As expected, supply chain challenges and the rising costs of repairs are driving a growing demand for integrated repair services, while loss adjusting remains a key driver of overall satisfaction. 

• For individual policyholders, the improved score shows the impact of insurers’ efforts to improve communication and turnaround times. The strongest improvements were in claims follow-up communications, responsiveness to policyholder needs and handling times.
• For professionals, overall satisfaction with property damage claims also stands at 8.6, with a particular focus on the response time after a claim has been declared and the time taken to manage claims. Professionals are looking for solutions offered directly by their insurer to ensure business continuity.
• Focusing on loss adjusting, the satisfaction score now reaches 8.8 for individuals and 8.7 for professionals. Loss adjusting remains a key driver of policyholder satisfaction, thanks to the efforts of loss adjuster networks: 93% of respondents said that the claims adjuster provided them with clear and sufficient explanations regarding the handling of their claim.
• Preference for in-kind repairs continues to grow: 81% of individuals reported being offered this service in the 2026 survey, and 64% accepted the offer. Rates are even higher for professionals: 82% were offered this service, and 70% accepted the offer. This increase compared to 2024 reflects the efforts of risk providers to develop these repair solutions. Among the reasons cited by respondents were the following benefits: no upfront costs, prompt service, and the quality of the work performed in the context of inflation and rising costs.
• Finally, in terms of ESG, French residents are still reluctant to accept paying higher out-of-pocket costs for a repair solution with a lower CO₂ impact, but they are more willing to agree to postpone their loss adjusting appointment by 72 hours to help reduce the latter’s CO₂ impact. Professionals are more mature on these issues: 52% are ready to accept an increase of their remaining costs (+ 3pts), and 65% to postpone their appraisal appointment to improve the carbon footprint of their claim (+4 pts).

“This new study confirms our conviction that loss adjusting is a key component of policyholder satisfaction. It provides technological solutions to time-sensitive issues, places the human element at the forefront, and helps restore policyholders’ homes or business activities. This is why Sedgwick has launched a dedicated service offering, tailor-made for all types of clients, to help insurers play a significant role in claims resolution,” said Caroline Brun, Customer Director for Sedgwick in France. 

About Sedgwick

Sedgwick is the world’s leading risk and claims administration partner, helping clients thrive by navigating the unexpected. The company’s expertise, combined with the most advanced AI-enabled technology available, sets the standard for solutions in claims administration, loss adjusting, benefits administration and product recall. With over 33,000 colleagues and 10,000 clients across 80 countries, Sedgwick provides unmatched perspective, caring that counts, and solutions for the rapidly changing and complex risk landscape. Sedgwick’s majority shareholder is The Carlyle Group; Stone Point Capital LLC, Altas Partners, CDPQ, Onex and other management investors are minority shareholders. For more, see sedgwick.

^[1] Survey conducted in April 2026 by Toluna Harris Interactive among 1,032 individual customers and 393 business customers who had experienced one home insurance claim (individuals) or property damage (businesses) in the past 18 months, involving an insurance loss adjuster.