NPS of selected insurance segments in the U.S. 2020-2022

In 2022, auto insurance was the insurance branch with the highest average net promoter score (NPS) in the United States. NPS demonstrates policyholder loyalty and measures how likely customers are to recommend their insurer. Auto insurers received, on average, a NPS of 37 percent in 2022.

Who leads the U.S. auto insurance market?

Also known as car insurance, auto insurance refers to coverage in the event of accidental injury or damage to people, animals, vehicles, and property caused in the event of an accident involving a motor vehicle. In 2021, the auto insurance market in the U.S. was led by Progressive Corporation, which had the largest market share of U.S. auto insurers. Progressive Corporation also had the highest value of direct premiums written that year.

Auto insurance incurred losses

In insurance, incurred losses refers to the benefits paid to policyholders during the current year, in addition to the changes to loss reserves from the previous year. In 2021, the incurred losses for the U.S. auto insurance industry amounted to almost 200 billion U.S. dollars.