New study identifies speed, transparency, and real-time disbursements as keys to policyholder satisfaction and retention

InvoiceCloud, a premier solution for digitalizing premium payments and claims disbursements, today released findings from its 2025 Consumer Claims Experiences Survey, highlighting consumer preferences and trends shaping the insurance claims process. The study revealed that 83% of consumers surveyed would switch insurance carriers after a bad claims experience, underscoring the critical link between claims performance and customer retention.

The timeliness gap is driving dissatisfaction. Among consumers who have filed a claim, the largest share of survey respondents reported receiving payment more than a week after filing (27%), while only 10% received funds within hours to two days. Although 22% of respondents said they have experienced a payment delay, 40% ranked “time to receive payment” as the top thing they would change above inconsistent communication (29%). External benchmarks compiled by Datos Insights highlight this urgency. Drawing on findings from J.D. Power’s 2025 U.S. Property Claims Satisfaction Study, 82% of customers expect payouts within five days, yet data from Vitesse, a claims treasury and payment service provider, shows that average end-to-end payment times exceed 44 days—and satisfaction drops sharply as timelines extend.

When access to funds is critical, especially during emergencies, consumers prefer fast, digital options. Nearly half (49%) of survey respondents said online banking is the easiest way to access money, followed by bank withdrawals (20%). Fewer respondents rely on cash at home (15%) or mobile wallets (13%), though Millennials (18%) and Gen Z (20%) are more likely to prefer mobile wallets compared to Gen X and Baby Boomers. This preference for fast, digital access underscores how vital speed and convenience are in times of crisis.

Given these preferences, consumers look to their carriers for timely support and clear communication, especially during weather-related disasters. By enabling real-time digital disbursements through the channels policyholders already use, insurers can deliver the speed, simplicity, and reliability customers expect.

“In moments of crisis, timing is everything, and supporting policyholders in critical moments defines an insurer’s reputation,” said Sarah Woodard, Director of Insurance Product Management at InvoiceCloud. “This study's findings highlight the critical role of timeliness, communication, and transparency with outbound claims. With InvoiceCloud’s digital disbursement technology, insurers can transform the claims process into a faster, more connected experience.”

Additional key findings from the survey include:

• Consumers Prefer Direct Deposit: 58% of consumers surveyed preferred direct deposit to receive claims payments, followed by printed checks at 20%. Digital wallets are preferred by 7% of consumers surveyed, the majority of those 7% being made up by Gen Z respondents.
• Claims Communication Channels: Survey respondents indicated that phone (48%) remains the preferred communication channel during the claims process, followed by email (33%) and text (13%). Only 2% of respondents preferred direct mail.
• Auto Collision Claims Are Most Common: Three-in-five consumers surveyed have filed a P&C insurance claim, with auto collision coverage (24%) as the top reason, followed by water damage (16%) and wind and hail damage (16%).
• Millennials Top Claims by Generation: 44% of Millennials surveyed have filed a property or casualty (P&C) insurance claim, followed by 40% of Baby Boomers and 35% of Gen X.

To learn more about InvoiceCloud and its work with leading insurance carriers, visit InvoiceCloud.com.

About the Survey

InvoiceCloud engaged Dynata to conduct the consumer spend survey. Dynata polled 1,000 general U.S.-based consumers over 18 years of age in July 2025. Respondents were segmented and analyzed across age groups, gender, marital status, having children, and household income. For complete survey methodology, please email invoicecloud@pancomm.com.

About InvoiceCloud

InvoiceCloud provides modern digital payment, customer engagement, and outbound disbursement solutions. The company serves more than 3,250 customers across the utility, government and insurance industries and is a leader in the electronic bill presentment and payment (EBPP) space. InvoiceCloud’s SaaS platform enables continuous enhancements to the customer experience, resulting in higher digital payment, AutoPay, and paperless adoption rates. By switching to InvoiceCloud, clients can improve customer engagement and satisfaction while lowering costs, accelerating payments, and reducing staff workloads. To learn more, visit InvoiceCloud.com.

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