The Travelers Companies, Inc.
travelers.com ↗In their words
“Retention in the segment was 85%”
“Renewal rate change was a very strong 6.7%”
“Retention remained excellent at 89%”
NPS disclosures (2)
TruGreen's NPS score improved from 4 to 34, with the company targeting a future score of 50.
• The highest Net Promoter Score amongst insurance carriers for overall experience as measured by Marsh McLennan for its corporate segment.
Retention disclosures (64)
Travelers expected to show strong retention rates and positive renewal premium changes in upcoming earnings.
Retention rate (Business Insurance segment): 85% (Q3 2025) — “Retention in the segment was 85%”
Retention rate (Business Insurance (excluding property)): 6.7% (Q3 2025) — “renewal rate change was a very strong 6.7%”
Retention rate (Core middle market): 89% (Q2 2025) — “retention remained excellent at 89%”
Retention rate (Business Insurance): 5.3% (Q2 2025) — “renewal rate change of 5.3%”
Retention rate (Middle market): 89% (Q1 2025) — “Retention of our high-quality book remained historically high at 89%”
Retention rate (Select business): 80% (Q1 2025) — “retention was stable at 80%”
Retention rate (Business Insurance): 86% (Q1 2025) — “Retention increased to an excellent 86%”
Retention rate (Business Insurance): 6.4% (Q1 2025) — “renewal rate change of 6.4%”
Retention rate (Bond & Specialty Insurance): 88% (Q4 2024) — “excellent retention of 88%”
Retention rate (Business Insurance): 85% (Q4 2024) — “Retention also remained strong at 85%”
Retention rate (Business Insurance): 6.9% (Q4 2024) — “renewal rate change of 6.9%”
Retention rate (Business Insurance): 85% (Q2 2024) — “Retention remained excellent at 85%”
Retention rate (Business Insurance): 86% (Q1 2024) — “Retention remained excellent at 86%”
Retention rate (Business Insurance): 87% (Q4 2023) — “Retention remained excellent at 87%”
Upcoming webinar for TruGreen focuses on mastering customer retention.
Retention rate (Business Insurance): 87% (Q1 2023) — “retention in Business Insurance was very strong at 87%”
Retention rate (Business Insurance): 88% (Q4 2022) — “Retention reached an all-time high at 88%”
Retention rate (Middle Market): 88% (Q2 2022) — “In Middle Market, renewal premium change remained very strong at over 10% while retention remained historically high at 88%.”
Retention rate (Business Insurance): 86% (Q2 2022) — “Retention remained very strong at 86%.”
Retention rate (Business Insurance): 87% (Q1 2022) — “Retention of 87% was also a record high.”
Retention rate (Business Insurance): 85% (Q4 2021) — “retention remained exceptional at 85%.”
Retention rate (Middle Market): 88% (Q3 2021) — “In middle-market, renewal premium change of 9.5% and retention of 88% were both historically hot.”
Retention rate (Select): 82% (Q3 2021) — “retention improved for recent periods to 82%.”
Retention rate (Business Insurance): 85% (Q3 2021) — “retention increased to an exceptional 85%.”
Retention rate (Middle Market): 87% (Q2 2021) — “In Middle Market renewal premium change of over 9% and retention of 87% were both historically high.”
Retention rate (Select): 80% (Q2 2021) — “renewal rate change was 4.3%, more than 2 points higher than the second quarter of 2020, while retention was 80%.”
Retention rate (Select): 78% (Q1 2021) — “Retention of 78% reflects deliberate execution as we pursue improve returns in certain segments of this business.”
Retention rate (Management Liability): 89% (Q4 2020) — “retention of 89% remained near historical highs.”
Retention rate (Middle Market): 86% (Q4 2020) — “In middle-market, renewal rate change increased to 9.1%, while retention remained at 86%.”
Retention rate (Select): 77% (Q4 2020) — “Retention of 77% was down from recent periods, a result of deliberate execution as we pursue improved returns.”
Retention rate (Business Insurance): 83% (Q4 2020) — “we achieved a record renewal rate change of 8.4%, up almost 4 points from the fourth quarter of last year, while retention remained high at 83%.”
Retention rate (Business Insurance - Middle Market): 85% (Q3 2020) — “renewal rate change increased to 8.3% while retention remained strong at 85%”
Retention rate (Business Insurance - Select): 80% (Q3 2020) — “Retention of 80% was down a couple of points from recent periods, largely driven by policy cancellations”
Retention rate (Bond & Specialty Insurance - Domestic Management Liability): 89% (Q2 2020) — “while retention remained at a historically high 89%”
Retention rate (Business Insurance - Select): 82% (Q2 2020) — “renewal rate change was up to 2.1%, making the sixth consecutive quarter where renewal rate was higher than the corresponding prior year quarter, while retention was strong at 82%”
Retention rate (Business Insurance): 83% (Q2 2020) — “We achieved strong renewal rate change of 7.4%, while retention remained high at 83%”
Retention rate (Business Insurance - Select): 81% (Q1 2020) — “Retention was relatively consistent at 81%”
Retention rate (Business Insurance - Middle Market): 86% (Q4 2019) — “with renewal rate change of 5%, up more than 1 point from the third quarter, and more than 3.5 points from the fourth quarter of last year, while retention remained high at 86%”
Retention rate (Business Insurance - Select): 83% (Q4 2019) — “renewal premium change of 7.2% and renewal rate change of 1.9% were both up from the third quarter and from the fourth quarter of last year, while retention remained strong at 83%”
Retention rate (Business Insurance): 84% (Q4 2019) — “with renewal rate change of 5.1%, while retention remains high at 84%, a reflection of the quality of our book”
Retention rate (Business Insurance - Middle Market): 86% (Q3 2019) — “with renewal rate change of 3.8% up more than two points from the third quarter of last year, while retention remained high at 86%”
Retention rate (Business Insurance - Middle Market): 87% (Q1 2019) — “with renewal rate of 2.2%, up 0.7 point from the prior year and 0.6 point from the fourth quarter, while retention remained historically high at 87%”
Retention rate (Business Insurance - Select): 83% (Q1 2019) — “renewal premium change and renewal rate change, both remain consistent with the past several quarters, while retention remained strong at 83%”
Retention rate (Business Insurance): 86% (Q1 2019) — “we maintained historically high retentions of 86%”
Retention rate (Business Insurance - Middle Market): 88% (Q4 2018) — “with renewal rate change consistent with last quarter at 1.5%, while retention remained historically high at 88%”
Retention rate (Business Insurance - Select): 82% (Q4 2018) — “renewal premium change and renewal rate ticked up a bit, while retention remained strong at 82%”
Retention rate (Business Insurance): 85% (Q4 2018) — “with renewal rate change of 1.6%, while retention remained high at 85%, a reflection of the quality of our book”
Travelers reported strong Q3 results with strong customer retention across all business lines.
Retention rate (Select): 82% (Q2 2018) — “retention remained strong at 82%”
Retention rate (Middle Market): 88% (Q1 2018) — “retention remained historically high at 88%”
Retention rate (Business Insurance): 86% (Q1 2018) — “retention improved to a record 86%”
Retention rate (Middle Market): 87% (Q4 2017) — “Retention remained at a historically high level of 87%”
Retention rate (Select): 83% (Q4 2017) — “retention of 83%”
Retention rate (Business Insurance): 85% (Q4 2017) — “Retention remained at a historically high level of 85%”
Retention rate (Middle Market): 88% (Q1 2017) — “Retention of 88% was at historically high levels”
Retention rate (Select): 83% (Q4 2016) — “retention continued its improving trend and came in at a strong 83%”
Retention rate (Business Insurance): 85% (Q4 2016) — “retention for our domestic business remained at 85% for the quarter”
Retention rate (Select): 82% (Q3 2016) — “retention continued to remain strong at 82%”
Retention rate (Business Insurance): 85% (Q3 2016) — “retention for our domestic business remained at 85% for the quarter”
Retention rate (Domestic Business Insurance - Select): 82% (Q2 2016) — “we achieved retention of 82%”
Retention rate (Commercial - Middle Market (best-performing accounts)): 90% (Q2 2016) — “in middle market, we retained 90% of the premium from our best-performing accounts”
Retention rate (Domestic Business Insurance - Select): 81% (Q1 2016) — “we achieved strong retention of 81%”
Retention rate (Domestic Business Insurance): 85% (Q1 2016) — “retention is at a historical high of 85% for the quarter”
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About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.