Commercial fleet insurance is facing a pivotal moment in 2025, as a new report highlights widespread dissatisfaction with the claims process among truck fleet operators.
The 2025 Claims Experience Report, based on a survey of commercial fleet decision-makers across the United States, found that 88% of respondents believe the insurance claims process must undergo significant improvement.
The report indicates that, despite advancements in technology across consumer industries, many commercial fleets feel left behind. Most operators report a lack of real-time updates and transparency in the claims process, which can disrupt business operations when vehicles are sidelined by unresolved claims.
Modern underwriting platforms are beginning to transform commercial auto insurance by leveraging advanced data analytics, automated workflows, and digital interfaces. These systems are designed to improve speed, accuracy, and compliance for both agents and clients, addressing long-standing inefficiencies in the industry.
Speed and transparency have emerged as top priorities for fleet operators. The study found that faster claim resolutions are the leading demand, and nearly one in four fleets have switched insurance providers after experiencing delays or unsatisfactory claims handling.
Fleet leaders are also seeking less administrative complexity and more proactive strategies to protect their businesses.
Telematics adoption has reached a tipping point in the commercial auto sector, with over half of commercial vehicles now equipped with telematics devices. Larger fleets have led this trend, using telematics data to inform pricing, manage risk, and access usage-based discounts. However, the technology is increasingly being adopted by smaller fleets as well.
“Commercial fleets are no longer willing to accept slow responses and uncertainty when it comes to claims,” said Rushil Goel (pictured above), CEO at Nirvana Insurance.
Goel added that the industry must adopt AI and new technologies to improve the customer experience, rather than maintaining the status quo.
The claims experience is now a key factor in customer loyalty, according to the report. How insurers handle claims can determine whether a fleet remains with its provider or seeks alternatives, shifting the focus from price to value and support.
As the industry faces new pressures and opportunities, the report notes that commercial fleets are demanding more from their insurance partners, and that the claims process will be central to shaping future relationships in the sector.
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