Insurance
The insurance sector continues to grapple with customer experience headwinds as the median NPS slipped to 65 in 2026, the lowest on record in the database. While WFG and Nava posted scores in the high 80s and 90s, Suncorp Group and Britam remain mired in single digits, underscoring the sector's persistent bifurcation.
The headline
The insurance sector registered a median NPS of 72 across 233 canonical disclosures, positioning it slightly below the all-sector corpus median of 74. The sector average sits at 68.8, dragged lower by a meaningful cohort of struggling incumbents in retail health and property-casualty lines. In 2026 alone, the median has fallen to 65 from the prior year's 69.5, while the average dipped to 66.5 from 67.1, marking the weakest performance in the database's coverage window.
This drift reflects intensifying pressure on traditional carriers, many of which face rising claims costs, digital-first competition, and regulatory scrutiny. The distribution remains wide: scores range from 96 at the top to negative territory at the bottom, with insurtech entrants and specialty players generally outpacing diversified incumbents.
NPS evolution
The sector showed a pronounced improvement from 2017 through 2019, peaking at a median of 76 and an average of 74.8 in 2019, before volatility set in. The years since have seen modest regression, with 2025 and 2026 marking consecutive declines in both average and median scores. Disclosure volume has climbed steadily, reaching 38 in 2026 from just one in 2016.
Disclosure volume
Total disclosures have grown nearly fourfold since 2019, rising from 23 to 38 in 2026. This acceleration reflects broader enterprise adoption of NPS as a board-level operational metric, as well as increased investor and regulator interest in quantified customer sentiment, particularly in health and consumer insurance verticals.
Company stories
Oscar Health's turnaround
Oscar Health recorded the sector's most dramatic upward swing, climbing 57 points from an NPS of 30 in April 2021 to 87 in August 2025 across five disclosures. The health insurer's pivot to tech-enabled care coordination and simplified member experiences appears to have resonated, even as peers struggled to move the needle. A related entity, Oscar, showed a parallel gain of 36 points over a similar window. The trajectory stands in sharp contrast to legacy carriers and suggests that clean-sheet digital platforms may enjoy structural advantages in member satisfaction.
Title insurance strength
Title insurance remains a pocket of consistent outperformance. WFG National Title posted a 95 in July 2026, with the related WFG National Title Insurance Co. disclosing 94 in April. The company attributes the scores to fast closing cycles and transparent digital workflows—table stakes in real estate transactions but evidently still differentiators in a sector known for opacity. Nava, a healthcare navigation platform with insurance adjacency, reported a lifetime client NPS of 89 in August 2026, among the highest in the database.
Persistent distress down under
Australian incumbents remain outliers on the low end. Suncorp Group's NPS of 11.7 in August 2026, while technically an improvement from the prior year's 9.1, still places the diversified insurer well into detractor territory. The pattern is longstanding: Suncorp scored just 7.4 in August 2024 and 9.1 in August 2025. Britam, a Kenyan composite insurer, disclosed 9.4 in June 2026, and IAG registered 9.3 in August 2020. The only entry in negative territory remains Cover Genius, an insurtech, at –25 in March 2022—a reminder that digital models are no panacea.
Fresh in 2026
Recent disclosures from this year illustrate the sector's range. Standouts include:
- nib Holdings reported 62 for its International business in August, up sharply from 33 in February, while the parent nib scored 32 for the overall group in the same period.
- UnitedHealthcare disclosed 76 for its child and family behavioral coaching program, highlighting the value of targeted, high-touch service delivery.
- Nitrogen launched an insurance center in August backed by an NPS of 71, leveraging its wealth-tech platform.
- Ethos reported 70 alongside 113% revenue growth in Q2, underscoring strong unit economics in digital term life.
- SiriusPoint achieved 40 in August, a double-digit gain that moved the reinsurer into the upper quartile.
- Star Health and Allied Insurance Company improved 12 points to 65 in July, signaling operational progress at India's largest standalone health insurer.
Older nuggets worth a second look
- eHealth disclosed an NPS of 73 for its Medicare Customer Care Team in October 2016, an early signal of high-touch service models in senior health.
- Ping An reported 82 in September 2017, one of the highest scores ever recorded for a diversified Asian insurer; the score has since drifted to 59 as of April 2024.
- Medibank Private registered 17.4 in November 2017, illustrating long-term challenges in Australian private health insurance.
- Tryg disclosed a transactional NPS of 59 in November 2017, with a stated target of 70 for 2020—a useful benchmark for Nordic P&C ambitions.