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293 <span>Can Reinsurers Maintain Underwriting Discipline or Will ‘Irrational’ Competition Return?</span> 294 </a> 295 </div> 296 </div> 297 </div> 298 </div> 299 300 <div id="subnav-top" class="subnav"> 301 <div class="container"> 302 <div class="row"> 303 <div class="col col-sm-3"> 304 <a class="article" href="https://www.carriermanagement.com/news/2026/07/16/290107.htm"> 305 <img width="235" height="150" src="/assets/management-chief-of-staff-AdobeStock_290692122-235x150.jpeg" class="attachment-mega-menu-span3 size-mega-menu-span3 wp-post-image" alt="" loading="lazy" decoding="async"> <span>The $400,000 Chief of Staff Is the CEO’s Secret Weapon in the AI Age</span> 306 </a> 307 </div> 308 <div class="col col-sm-3"> 309 <a class="article" href="https://www.carriermanagement.com/features/2026/08/30/291509.htm"> 310 <img width="235" height="150" src="/assets/California-Craftsman-Home-Hardened-to-Protect-from-Wildfires-ChatGPT-Image-Aug-30-2026-09_05_25-PM-235x150.png" class="attachment-mega-menu-span3 size-mega-menu-span3 wp-post-image" alt="" loading="lazy" decoding="async"> <span>Exiting California’s FAIR Plan</span> 311 </a> 312 </div> 313 <div class="col col-sm-3"> 314 <a class="article" href="https://www.carriermanagement.com/features/2026/08/26/291364.htm"> 315 <img width="235" height="150" src="/assets/45-Billion-Dollar-Uncaught-Fraud-Problem-ChatGPT-Image-Aug-25-2026-11_34_51-AM-235x150.png" class="attachment-mega-menu-span3 size-mega-menu-span3 wp-post-image" alt="" loading="lazy" decoding="async"> <span>What I Wish I Knew While Leading Insurance Carriers</span> 316 </a> 317 </div> 318 <div class="col col-sm-3"> 319 <a class="article" href="https://www.carriermanagement.com/news/2026/09/10/291814.htm"> 320 <img width="235" height="150" src="/assets/Screenshot-2026-09-10-at-08-13-02-UNESCO-warns-theres-close-to-a-100-chance-of-a-Mediterranean-tsunami-ScienceDaily-e1789126569423-235x150.png" class="attachment-mega-menu-span3 size-mega-menu-span3 wp-post-image" alt="" loading="lazy" decoding="async"> <span>Nearly 100% Chance of a Mediterranean Tsunami Within Next 30 Years</span> 321 </a> 322 </div> 323 </div> 324 325 <h4><a href="/top-content/">See all Top 50 <i class="icon-open-right"></i></a></h4> 326 </div> 327 </div> 328 329 <div id="subnav-membersonly" class="subnav"> 330 <div class="container"> 331 <div class="row"> 332 <div class="col col-sm-3"> 333 <a class="article" href="https://www.carriermanagement.com/features/2026/09/16/291961.htm"> 334 <img width="235" height="150" src="/assets/AI-data-center-235x150.jpeg" class="attachment-mega-menu-span3 size-mega-menu-span3 wp-post-image" alt="" loading="lazy" decoding="async"> <span>AI Data Center Boom Creates New Risks, Opportunities for Insurers</span> 335 </a> 336 </div> 337 <div class="col col-sm-3"> 338 <a class="article" href="https://www.carriermanagement.com/features/2026/09/14/291874.htm"> 339 <img width="235" height="150" src="/assets/AdobeStock_2108032708-235x150.jpeg" class="attachment-mega-menu-span3 size-mega-menu-span3 wp-post-image" alt="" loading="lazy" decoding="async"> <span>In Bots We Trust? For Insurance?</span> 340 </a> 341 </div> 342 <div class="col col-sm-3"> 343 <a class="article" href="https://www.carriermanagement.com/features/2026/09/10/291839.htm"> 344 <img width="235" height="150" src="/assets/AI-regulation-concept-1395235084-AdobeStock-235x150.jpeg" class="attachment-mega-menu-span3 size-mega-menu-span3 wp-post-image" alt="" loading="lazy" decoding="async">
344 <span>Viewpoint: What U.S. Insurers Should Learn From the EU AI Act</span> 345 </a> 346 </div> 347 <div class="col col-sm-3"> 348 <a class="article" href="https://www.carriermanagement.com/features/2026/09/08/291716.htm"> 349 <img width="235" height="150" src="/assets/JD-Power-Trust-Scores-Auto-and-Home-2024-2026-Featured-235x150.jpg" class="attachment-mega-menu-span3 size-mega-menu-span3 wp-post-image" alt="" loading="lazy" decoding="async"> <span>Help Me Understand: How Insurers Build Trust</span> 350 </a> 351 </div> 352 </div> 353 354 <h4><a href="/members-only/">See all Members Only Content <i class="icon-open-right"></i></a></h4> 355 </div> 356 </div> 357 <div id="subnav-join" class="subnav"> 358 <div class="container"> 359 <div class="row"> 360 <div class="col col-sm-4"> 361 <h4>Benefits</h4> 362 <ul class="bullets"> 363 <li><strong>News for the P/C Insurance C-Suite</strong> - Focused reporting from reliable sources and experienced financial journalists.</li> 364 <li><strong>Research and Analysis Not Found Elsewhere</strong> - Exclusive content from researchers think tanks, industry experts and respected analysts.</li> 365 <li><strong>High-Profile Peers</strong> - Interviews with thought leaders in the global and U.S. insurance industry.</li> 366 </ul> 367 </div> 368 <div class="col col-sm-4 col-sm-offset-1"> 369 <h4>Online Access</h4> 370 Complete, unrestricted access to the popular CarrierManagement.com website, which provides insurance company C-suite executives with daily news, white papers, advice, instruction and editorial on how to manage insurance companies more efficiently and more effectively. 371 </div> 372 </div> 373 </div> 374 </div> 375</div> 376 </div> 377</header> 378 379 <div class="wrap container" role="document"> 380 <div class="content row"> 381 <main class="main"> 382 <div class="article-feed" data-infinite-scroll data-toc="[{"id":291716,"title":"<i class=\"icon-lock\" data-toggle=\"tooltip\" data-title=\"Members Only\"><\/i>Help Me Understand: How Insurers Build Trust","permalink":"https:\/\/www.carriermanagement.com\/features\/2026\/09\/08\/291716.htm","author":"Susanne Sclafane","category":"brand-management"},{"id":291916,"title":"Future Cyber Catastrophe Events May Be Different, Yet Not Unknown","permalink":"https:\/\/www.carriermanagement.com\/features\/2026\/09\/15\/291916.htm","author":"","category":"leadership-strategy"},{"id":292249,"title":"Prioritizing Support for Job Seekers to Improve Recruiting Success","permalink":"https:\/\/www.carriermanagement.com\/features\/2026\/09\/24\/292249.htm","author":"","category":"featured"},{"id":292049,"title":"<i class=\"icon-lock\" data-toggle=\"tooltip\" data-title=\"Members Only\"><\/i>The Technology Taking Parametric Insurance Mainstream","permalink":"https:\/\/www.carriermanagement.com\/features\/2026\/09\/17\/292049.htm","author":"","category":"technology"},{"id":291570,"title":"<i class=\"icon-lock\" data-toggle=\"tooltip\" data-title=\"Members Only\"><\/i>Building Trusted Insurance Brands: Less 'Gotcha' at Farmers","permalink":"https:\/\/www.carriermanagement.com\/features\/2026\/09\/01\/291570.htm","author":"Susanne Sclafane","category":"brand-management"}]"> 383 384<div class="article-wrap" 385 data-id="291716" 386 data-permalink="https://www.carriermanagement.com/features/2026/09/08/291716.htm" 387> 388 <div class="bzn bzn-sized bzn-header-970x90"> 389 <ins data-revive-zoneid="117" data-revive-source="" data-revive-block="1" data-revive-id="36eb7c2bd3daa932a43cc2a8ffbed3a9" ></ins> 390
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390 391 </div> 392 <!-- Begin Entry --> 393 <div class="article post-291716 post type-post status-publish format-standard has-post-thumbnail hentry category-brand-management category-distribution category-featured category-leadership-strategy category-c-suite tag-building-trust tag-jd-power"> 394 <div class="row"> 395 396 <div class="main with-sidebar article-main article-equal-heights"> 397 398<div class="page-header clearfix"> 399 400 <h2>Help Me Understand: How Insurers Build Trust</h2> 401 402 <div class="categories pull-right" style="margin-bottom: 0;"> 403 <span><a href="https://www.carriermanagement.com/features/2026/09/08/291716.htm?print" rel="nofollow" onClick="_gaq.push(['_trackEvent', 'Print', 'Type', 'Article Print']);"><i class="icon-printer"></i> Print</a></span> 404 405 <span><a href="mailto:?subject=Help+Me+Understand%3A+How+Insurers+Build+Trust&body=Help+Me+Understand%3A+How+Insurers+Build+Trust%0Ahttps://www.carriermanagement.com/features/2026/09/08/291716.htm" onClick="_gaq.push(['_trackEvent', 'Email This', 'Type', 'Article Tools']);"><i class="icon-envelope"></i> Email</a></span> 406 407 <!-- AddThis Button BEGIN --> 408<div class="social-icons pull-right" style="margin-top: 2px;"> 409 <div class="a2a_kit a2a_kit_size_18 a2a_default_style"> 410 <a class="a2a_button_twitter"> 411 <i class="fa-brands fa-square-x-twitter"></i> 412 </a> 413 <a class="a2a_button_facebook"> 414 <i class="fa-brands fa-square-facebook"></i> 415 </a> 416 <a class="a2a_button_linkedin"> 417 <i class="fa-brands fa-linkedin"></i> 418 </a> 419 </div> 420</div> 421<!-- AddThis Button END --> 422 </div> 423 424 <div class="meta"> 425 426 427 September 8, 2026 428 by <a href="/author/susanne-sclafane/">Susanne Sclafane</a> 429 </div> 430 431 <div style="max-height:445px;overflow:hidden;clear:both;" class="featured-image"><img width="620" height="339" src="/assets/JD-Power-Trust-Scores-Auto-and-Home-2024-2026-Featured-620x339.jpg" class="feature-image wp-post-image" alt="" style="height: auto;min-width: 100%;" fetchpriority="high" decoding="sync" srcset="/assets/JD-Power-Trust-Scores-Auto-and-Home-2024-2026-Featured-620x339.jpg 620w, /assets/JD-Power-Trust-Scores-Auto-and-Home-2024-2026-Featured-300x164.jpg 300w, /assets/JD-Power-Trust-Scores-Auto-and-Home-2024-2026-Featured-768x420.jpg 768w, /assets/JD-Power-Trust-Scores-Auto-and-Home-2024-2026-Featured-135x74.jpg 135w, /assets/JD-Power-Trust-Scores-Auto-and-Home-2024-2026-Featured.jpg 836w" sizes="(max-width: 620px) 100vw, 620px"></div><hr class="article-tabs"></div> 432 433 <div class="entry-content"> 434 <article class="article-content clearfix member-article"> 435 <div class="bzn bzn-sized bzn-audio-article"><div data-beyondwords-player="true" contenteditable="false"></div></div><p style="font-weight: 400;">The data is clear: Overall customer satisfactionâand customer trust levelsârise when U.S. auto and home insurance customers have confidence that they understand their policies.</p><div class="executive-summary pull-right" style="width:300px;"><h4>Executive Summary</h4> <em>Customers who understand what their insurance policies cover have more trust in their carriers, according to Stephen Crewdson and Craig Martin of JD Power. But surprisingly, while both say that ensuring that customers completely trust their agents is a best practice for building trust, they've also found that customers who buy through agents are less likely to understand their policies. Here, the two analysts provide their thoughts on what's going on and offer other recommendations to help carriers elevate trust scores.</em> </div><p style="font-weight: 400;">But more than 40% of them don’t. And more than half of insurance customers surveyed by JD Power over the course of the last three years have low levels of trust in their insurers.</p><p style="font-weight: 400;">“That key performance indicator of what the overall satisfaction score will beâthe KPI that they understand their policy and what it coversâhas been in our auto study all the way back to 2000. And insurers haven’t moved the needle that much,” said Stephen Crewdson, managing director of insurance business intelligence at JD Power.</p><p style="font-weight: 400;">Digging into some of the information sitting behind results of the <a href="https://www.jdpower.com/business/press-releases/2026-us-auto-insurance-study">2026 U.S. Auto Insurance Study</a> published in early June, Crewdson revealed that the average satisfaction score of 644 across more than 52,000 respondents (measured on a 1,000-point scale) plummeted to 568 for those survey takers who didn’t feel they understood their policies. For those reporting confidence in their understanding of what their policies would cover, the score rose to 695â127 points higher than the uninformed group.</p> 436 <div class="paywall-block" id="paywallBlock" style="position: relative;"> 437 <h4 class="paywall-block-title"><i class="icon-lock"></i> Enter your email to read the full article.</h4> 438 <div style="margin: 0 auto 15px; text-align: left; max-width: 360px;"> 439 <form action="" id="unlockArticleForm"> 440 <label for="unlockEmail">Work Email Address</label> 441 <input id="unlockEmail" class="form-control input-lg" type="email" name="email" placeholder="Your Work Email"> 442 <p class="error" id="unlockEmailError"></p> 443 <div class="checkbox"> 444 <input type="checkbox" id="unlockSubscribe" name="subscribe" value="true" checked style="margin: 5px 0 0 0;"> 445 <label for="unlockSubscribe" class="mb-3">Yes, send me the free daily newsletter with insights for P/C carrier executives</label> 446 </div> 447 <button class="btn btn-action btn-xl btn-block" type="submit">Read Article</button> 448 </form> 449
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501Arik Yelovitch</span><span class="contributor-article">The Technology Taking Parametric Insurance Mainstream</span></span></a></div><div class="col col-sm-6"><a class="contributor" href="https://www.carriermanagement.com/features/2026/09/15/291916.htm"><span class="contributor-image"><img width="64" height="64" src="/assets/Timothy-Marshall-headshot-2026-150x150.jpg" class="attachment-64x64 size-64x64 wp-post-image" alt="" decoding="async" loading="lazy"></span><span class="contributor-content"><span class="contributor-name">Timothy Marshall</span><span class="contributor-article">Future Cyber Catastrophe Events May Be Different, Yet Not Unknown</span></span></a></div></div><div class="row contributor-list contributor-list-entry"><div class="col col-sm-6"><a class="contributor" href="https://www.carriermanagement.com/features/2026/09/10/291839.htm"><span class="contributor-image"><img width="64" height="64" src="/assets/Elool-Jacoby-CPO-1-135x135.jpg" class="attachment-64x64 size-64x64 wp-post-image" alt="" decoding="async" loading="lazy" srcset="/assets/Elool-Jacoby-CPO-1-135x135.jpg 135w, /assets/Elool-Jacoby-CPO-1-300x300.jpg 300w, /assets/Elool-Jacoby-CPO-1-620x620.jpg 620w, /assets/Elool-Jacoby-CPO-1-150x150.jpg 150w, /assets/Elool-Jacoby-CPO-1-768x768.jpg 768w, /assets/Elool-Jacoby-CPO-1-1536x1536.jpg 1536w, /assets/Elool-Jacoby-CPO-1-2048x2048.jpg 2048w" sizes="auto, (max-width: 64px) 100vw, 64px"></span><span class="contributor-content"><span class="contributor-name">Elool Jacoby</span><span class="contributor-article">Viewpoint: What U.S. Insurers Should Learn From the EU AI Act</span></span></a></div><div class="col col-sm-6"><a class="contributor" href="https://www.carriermanagement.com/features/2026/08/26/291364.htm"><span class="contributor-image"><img width="64" height="64" src="/assets/kim-garland-135x132.jpg" class="attachment-64x64 size-64x64 wp-post-image" alt="" decoding="async" loading="lazy" srcset="/assets/kim-garland-135x132.jpg 135w, /assets/kim-garland-300x294.jpg 300w, /assets/kim-garland-150x150.jpg 150w, /assets/kim-garland.jpg 620w" sizes="auto, (max-width: 64px) 100vw, 64px"></span><span class="contributor-content"><span class="contributor-name">Kim Garland</span><span class="contributor-article">What I Wish I Knew While Leading Insurance Carriers</span></span></a></div></div><a href="/contributors/" class="more pull-right">See All Our Contributors</a> </div> 502</div> 503 </div> 504 </div> 505 506 <aside class="article-sidebar article-equal-heights sidebar"> 507 <div class="sidebar-static clearfix"> 508 <div class="widget"> 509 <h3 class="section-top">Free Newsletter</h3> 510 <div class="newsletter-subscribe"> 511 <img src="https://www.carriermanagement.com/assets/img/newsletter-stack.png" width="80" height="72" alt="Newsletter" class="pull-right">Sign up to receive daily news! 512 513 <form method="POST" action="https://www.carriermanagement.com/subscribe/store" accept-charset="UTF-8" id="free-newsletters"> 514 <input name="required" type="hidden" value="email,newsletters"> 515 <input name="subscriber_source" type="hidden" value="cm/sidebar"> 516 <input name="destination" type="hidden" value="thank-you"> 517 <input id="twitter-input" name="twitter" type="hidden" value=""> 518 519 <input type="hidden" name="newsletters[]" value="9463e36914-6093"> 520 <input type="hidden" name="newsletters[]" value="9463e36914-6229"> 521 522 <input type="text" id="email" name="email" placeholder="Email"> 523 524 <button type="submit" class="btn btn-primary">Sign up</button> 525 </form> 526</div> </div> 527</div> 528 529<div class="sidebar-sticky clearfix"> 530 <div class="widget" data-refresh-ad data-zone="118"> 531 <div class="bzn bzn-sized bzn-right-2nd-300x250-1 bzn-sidebar"> 532 <ins data-revive-zoneid="118" data-revive-source="" data-revive-block="1" data-revive-id="36eb7c2bd3daa932a43cc2a8ffbed3a9" ></ins> 533
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