While handling consumer disputes, the GIO team continuously monitors and analyzes the topics being raised by consumers. Between July and December 2025, several recurring themes emerged. The trends outlined below reflect broader consumer experiences across the insurance industry and are not attributable to any single insurer.
Key Trends Identified
1. Partial Property Repairs and Matching Concerns
An increasing number of consumers report that insurers are limiting claim payments strictly to the damaged area of a property, without addressing adjacent or matching materials. Consumers express concern that partial repairs, such as isolated replacement of flooring, siding, or roofing shingles, result in mismatched finishes and may negatively affect the overall appearance and perceived value of their property.
2. Actual Cash Value (ACV) Disputes in Auto Claims
There has been a noticeable rise in disputes related to Actual Cash Value assessments on auto claims. Consumers frequently state that settlement offers are insufficient and rely on vehicle comparables they believe are not truly equivalent, citing differences in trim level, mileage, condition, or installed features. Consumers also report frustration when alternative comparables they provide are not considered in the valuation process.
3. Challenges to Insurers’ Business Practices
An increased number of consumers have contacted the GIO to challenge insurers’ business practices more broadly. These complaints typically reflect dissatisfaction with claims handling, communication (delays), or decision-making. Consumers are seeking clarification on whether their claims have been managed fairly, appropriately, and in accordance with applicable standards.
4. Policy Cancellations for Non-Payment
Concerns related to policy cancellations for non-payment continue to be raised. Consumers frequently indicate that they did not receive registered cancellation notices. While insurer records often show that notices were issued, some are returned as undeliverable, leading to disputes regarding whether proper notice requirements were met.
5. Prolonged Auto Claim Investigations
Complaints regarding extended auto claim investigations remain prevalent. Consumers report that prolonged investigations often result in rental vehicle allowances being exhausted, leaving them without transportation for extended periods. Many indicate that, despite repeated follow-ups, they are advised only that investigations remain ongoing. In several cases, consumers report proof of loss forms not being provided, which postpones the start of applicable timelines and contributes to longer claim resolution periods.
Industry-Wide Trend: Claims Delays
While claims delays remain a common concern raised by consumers, the data shows meaningful improvement over the last two years. Following a peak in 2022, when claims delay complaints represented 18 percent of all consumer contacts, the proportion has declined steadily year over year.
In 2025, claims delay complaints accounted for approximately 9 percent of total consumer contacts, down from 11 percent in 2024 and 16 percent in 2023. This indicates that, while claims delays remain a concern, they are occurring at a lower rate relative to overall consumer demand.
Consumers who raise these concerns continue to report long wait times and challenges obtaining timely updates during the claims process, underscoring the ongoing importance of clear communication and efficient claims handling across the industry.
Photo: Brooke Cagle