A newly released report suggests that nearly 90 percent of fleets believe claims service needs to improve, sparking a turning point for the commercial insurance industry.
AI native insurer Nirvana released its 2025 Claims Experience Report surveying commercial fleet decision-makers across the U.S., highlighting their top claims needs: speed, transparency, less red tape and strategies to protect themselves.
The 100 surveyed fleet decision-makers came from diverse industry sectors, fleet sizes and geographic regions, and included fleet operations managers (54 percent), senior transportation executives (29 percent), safety and compliance professionals (16 percent), and managers or trainers (1 percent) — all key decision-makers directly involved in insurance purchasing and claims management processes.
Nearly 68 percent of respondents had fleets of 250 or fewer, and 32 percent had fleets of 250 or more.
Fleet composition makeup:
- General freight or trucking services: 79 percent
- Private fleet (hauling own goods): 53 percent
- For-hire (long haul, regional, local): 44 percent
- Transport goods across state lines: 92 percent
The report, conducted jointly with Ledger360, reveals that faster claim resolutions rank as fleets’ top priority, and nearly one in four fleets have already switched insurance providers after unsatisfactory claims experiences, citing slow claim resolution, outdated processes, inadequate settlements and poor communication.
The average surveyed fleet files 9.3 insurance claims annually.
Despite fleet operators reporting high satisfaction scores across claims performance areas, 88 percent believe their claims process needs improvement.
Open claims cause over 80 percent of high concern across multiple operational areas due to premium increases, vehicle downtime, out-of-pocket costs, rental delays and reputational damage.
“Insurers with strong claims teams help fleets recover faster, protect cash flow and maintain operations, while those relying on traditional claims servicing risk falling behind their competitors,” the survey results showed.
“Commercial fleets are no longer willing to accept slow responses and uncertainty when it comes to claims,” said Rushil Goel, CEO at Nirvana Insurance. “The industry must adopt AI and new technologies that make the experience faster and better for the customer, and not just accept the status quo.”
Fleets face rising risk due to targeted claims schemes, “nuclear verdicts” and mounting litigation are placing a premium on knowledgeable, responsive insurance partnerships.
Handling claims well—or poorly—now determines loyalty, not just the cost of premiums, the survey found.
The survey found that 39 percent of fleet operators want easier access to real-time claim updates, and 38 percent want clearer, more proactive communication.
Fleet owners want insurers to utilize the latest technology through innovative use of AI, offering real-time claim status, integrated digital tools, and proactive communication.
The industry is shifting from regulatory compliance to voluntary tech adoption for better claims outcomes and improved risk management.
Enhanced evidence for accident investigations (46 percent) was cited as the top reason for using technology in claims.
Stronger documentation speeds up resolution and improves results.
Litigation anxiety is a huge concern for fleet operators, the survey found. “A single claim can impact premiums for three to five years, turning manageable incidents into long-term financial burdens,” the report noted.
Compliance challenges fleet operators, with 44 percent citing difficulty keeping up with changing regulations, 38 percent with driver qualifications and certifications, and 38 percent keeping up with maintenance records.
Only 29 percent of fleets surveyed felt very prepared for a nuclear verdict.
Where price-driven decisions once led the way, fleet leaders now prioritize strategic, supportive providers.
Fleet operators ranked the top qualities they look for in an insurance provider today:
- Fast, reliable claims process: 80 percent
- Flexible coverage options: 73 percent
- Clear, hassle-free billing: 67 percent
- Responsive, knowledgeable customer service: 65 percent
- Competitive pricing: 62 percent
- User-friendly self-service tools: 54 percent
An important factor for carriers to consider is that fleet operators work in partnership through most aspects of a claim. Those who view operators as not just a customer but a partner will lead the changing fleet insurance landscape.
Was this article valuable?
Here are more articles you may enjoy.
Insured Losses in Texas Exceed $47 Billion in 2024 
FTC Takes Action Against Worker Noncompete Agreements 
Agent Has No Duty to Tell Insured of Pending Nonrenewal: Connecticut High Court 
Skyward Specialty Agrees to $555M Buy of Apollo Group From PE Firm Alchemy 
