Customer Experience
Highlight
10 out of 10
The score the majority of our Personal Insurance customers gave us after they had an auto or property claim with Travelers in 2025
We strive to provide great experiences for our customers, agents and brokers at every touchpoint, from sales to claim servicing. To meet evolving consumer and business expectations, we are investing in technologies, capabilities and talent to deliver fast, personalized service across platforms, with the goal of being the undeniable choice for the customer and an indispensable partner for our agents and brokers.
Approach
At the heart of who we are is our promise to take care of our customers. In the best of times, our products and services provide our customers with the security to grow and thrive. When disaster strikes, that promise can mean helping replace a totaled vehicle or helping get a roof repaired. In every case, a Travelers policy means a trusted relationship that can last years, even generations, and brings value to our customers, our enterprise and our shareholders.
We recognize that to deliver on our promise and to produce industry-leading returns over time, we need to understand our customers’ changing needs and expectations, which are increasingly shaped by their experiences both inside and outside the insurance industry. Meeting and exceeding those expectations require us to keep the customer at the heart of everything we do and collaborate with our agent and broker partners to provide a seamless and consistent experience across all interactions and touchpoints.
Our Head of Customer Experience, a member of our Operating Committee, leads our enterprisewide efforts to enhance our customer experience. We regularly conduct customer research to gain a real-time understanding of our customers’ needs. We also rely on our data and analytics expertise to develop intelligent models that help us predict and provide for their needs throughout the customer life cycle. In addition, we are actively engaged in using AI to better understand our customers’ needs and to build capabilities and services that would enable us to offer faster, nimbler and more personalized customer experiences. Through these efforts, we continue to drive one of our three innovation priorities – to provide great experiences for our customers, agents and brokers.
Our focus on customer experience has earned us recognition across the industry. Here are some examples from 2025:
- MarketWatch ranked Travelers as the number-one auto insurance provider overall.
- Insurance.com included Travelers in its list of best small business insurance companies.
- Newsweek named Travelers in its ranking of the Most Trustworthy Companies in America in the insurance category.
- TrustedChoice.com rated Travelers 5 out of 5 stars as a Trusted Choice in insurance.
- CIO 100 recognized Travelers with an award for AI-driven innovation for its cutting-edge New Business Submission Automation in Bond & Specialty Insurance.
- Insurance Business UK recognized Travelers as among the UK’s top performers for claims service with its 5-star Claims Award for a second year running.
Ultimately, the results of our customer experience efforts are reflected in our very strong customer retention rates.
Customer retention rates (as reported as of December 31, 2025)
| Business group | 1Q ’24 | 2Q ’24 | 3Q ’24 | 4Q ’24 | 1Q ’25 | 2Q ’25 | 3Q ’25 | 4Q ’25 |
|---|---|---|---|---|---|---|---|---|
| Domestic Business Insurance (Excluding National Accounts) | 86% | 85% | 86% | 84% | 86% | 85% | 85% | 85% |
| Domestic Business Insurance: Select Accounts |
84% | 83% | 82% | 79% | 80% | 80% | 81% | 81% |
| Domestic Business Insurance: Middle Market |
87% | 88% | 89% | 88% | 89% | 89% | 88% | 87% |
| Domestic Bond & Specialty Insurance: Management Liability1 |
90% | 90% | 89% | 89% | 89% | 87% | 87% | 87% |
| Domestic Personal Insurance: Automobile2 |
81% | 81% | 81% | 81% | 81% | 81% | 81% | 82% |
| Domestic Personal Insurance: Homeowners and Other2 | 85% | 85% | 85% | 85% | 84% | 84% | 84% | 84% |
1 This ratio excludes surety and other products that are generally sold on a nonrecurring, project-specific basis.
2 This ratio represents the expected number of renewal policies that will be retained throughout the annual policy period to the number of available renewal base policies.
Note: Statistics are in part dependent on the use of estimates and are therefore subject to change.
More about customer experience
Human-centered design
In service of our vision to be the undeniable choice for the customer and an indispensable partner for our agents and brokers, we strive to provide great experiences at every point in their journey with us.
Claim culture & experience
Paying what we owe and treating our customers, claimants and business partners with the highest degree of integrity, professionalism and empathy are core to our mission.
Listening to our customers & partners
At Travelers, we understand the power of listening. To that end, we aim to provide our customers and agent and broker partners with the ability to quickly and easily share feedback on our products, services and interactions.
Supporting our agents & brokers
To best support our agents and brokers, we continually enhance and evolve our digital marketing and sales tools, which enable our partners to better identify and capture new business opportunities.
Illustrative initiatives
MyTravelers®
Simplifying the Customer Experience
toolkitPlus
Adding Value for Agents and Brokers
Disaster Response
Travelers Responds to the Palisades and Eaton Fires
Travelers Institute®
Addressing P&C Insurance Availability and Affordability Challenges
American Forests Partnership
Partnering for a Purpose – Helping to Reforest North America
IntelliDrive®
Leveraging Telematics to Encourage Safe Driving
