NPS Benchmarks for Insurance
Insurance NPS is shaped by claims experience and pricing transparency. The industry faces a structural challenge: customers interact with insurers primarily during stressful events. Companies that create positive touchpoints outside of claims see higher scores.
NPS Score Distribution
NPS scale: -100 to +100
Score Breakdown
+30
Average Score
+26
Median Score
+8
Bottom Quartile
+42
Top Quartile
+55
Top Performers
Tips to Improve Your NPS
- 1
Simplify the claims process with digital-first filing and real-time status updates.
- 2
Create value between claims with risk prevention tips, wellness programs, or safety tools.
- 3
Be transparent about coverage details and exclusions before a claim occurs.
- 4
Follow up after claims are resolved to ensure the outcome met expectations.
- 5
Use AI to expedite routine claims and free agents for complex cases.
Track Your Own Benchmarks
Stop guessing where you stand. FeedPulse tracks your NPS, CSAT, and CES scores over time so you can benchmark against industry averages.