In 2025, commercial truck fleet operators across the United States are growing increasingly frustrated with how insurance claims are handled, according to a recent report. The 2025 Claims Experience Report reveals that 88% of those surveyed believe the claims process needs serious improvement.
Even though many industries have embraced new technology, many fleet operators feel stuck with outdated systems that fail to provide timely updates or clear information. This lack of transparency often disrupts their operations, especially when vehicles are sidelined due to unresolved claims.
Speed and clarity have become top priorities for fleets. The report found that quicker claim resolutions are what operators want most, and about one in four have switched insurance providers because of delays or poor claims service. They also want insurance dealings to be simpler and more proactive in protecting their business.
The use of telematics—devices that track and provide data about vehicles—is growing fast. More than half of commercial vehicles now have telematics installed. Larger fleets have been the early adopters, using this data to better set prices, manage risks, and earn discounts based on usage. Smaller fleets are catching on too.
Rushil Goel, CEO of Nirvana Insurance, said fleets are no longer willing to put up with slow responses and uncertainty when filing claims. He emphasized that the insurance industry must use artificial intelligence and other new tools to make the process smoother for customers instead of sticking to old ways.
Handling claims well has become crucial for keeping customers loyal. How an insurer manages claims can be the deciding factor in whether a fleet stays with them or looks for another provider. This changes the focus from just price to value and reliable support.
With these new challenges and chances, fleets expect more from their insurance partners. The claims process will play a big role in shaping the future of these relationships. For many fleet operators, the way claims are handled now could determine the survival and success of their business.