Fleet operators now value premium service over competitive pricing when it comes to selecting an insurance provider.
Our 2025 Claims Experience Report shows that fleet decision makers value exceptional service, operational support, solid communication, and a true partnership with their insurer over a cheaper option with subpar claims servicing.
Claims quality surpasses price as the decision driver
Fleet operators nationwide are sending a clear message to insurers: reliable claims servicing, not just competitive pricing, is what secures and retains their business.
Our survey data illustrates this trend with 80% of fleet operators now ranking fast, reliable claims processing as their top priority, overtaking the 62% looking for cost savings.
This major shift reflects the real-world consequences of a slow claims process. Every day a claim is pending is a day a vehicle can be off the road. Delays in processing directly lead to postponed repairs and stalled payments, impacting everything from delivery schedules to revenue. Getting vehicles back in operation quickly is now the critical factor.
Fleet operators rank the following as their top needs:
- 80% of fleets want a fast and reliable claims process
- 73% want flexible coverage options for fleet needs
- 67% want clear and hasslefree billing processes
- 65% need responsive and knowledgeable customer support
- 62% need competitive pricing within their budget
- 52% are asking for user-friendly self-service tools
Fleets demand faster claims servicing, better communication
Fleet operators are impatient for change. Today, they can track a food delivery minute by minute, yet when it comes to insurance, they’re often left in the dark about claims that impact their entire business.
The frustrations are clear—51% of fleets say their top ask from insurers is faster claims resolution. But it doesn’t stop there: 39% want easier access to real-time claim status updates, while 35% seek more timely responses to their inquiries.
These demands highlight a deep-rooted need for better communication and transparency throughout the claims process—essentials that modern fleets no longer see as optional.
Insurers as partners, not just coverage providers
The report also revealed that fleets no longer view insurance as a transactional need but as a strategic partnership.
Fleet operators are immersed in every step of the claims journey—half report their own claims and over half (53%) help decide settlements. This high involvement means higher expectations, and fleets need insurers who work as engaged partners, not occasional vendors.
The market is rewarding value over price
As competition grows in the insurance market, fleets are moving decisively toward value-driven insurance partnerships. Providers who choose a low-price strategy will be at a disadvantage as fleets choose insurance partners who deliver competitive pricing and operational excellence.
At Nirvana, we believe that insurance should be more than just a policy. It should be a true partnership built on trust, innovation, and proactive support. Our AI-native platform delivers fast, transparent claims, real-time insights, and seamless service at every touchpoint. Whether it’s accelerating resolution times, preventing accidents, or helping your business run smarter, Nirvana is committed to being the partner you can count on, mile after mile.
About the survey and respondents:
This research was conducted by Nirvana Insurance in partnership with Ledger360 to understand the evolving needs and priorities of fleet operators in the commercial trucking industry. The study surveyed 100 qualified fleet decision-makers across diverse industry sectors, fleet sizes, and geographic regions throughout the United States. Participants included fleet operations managers, senior transportation executives, safety and compliance professionals, key decision-makers directly involved in insurance purchasing and claims management processes.
Fleet operators now value premium service over competitive pricing when it comes to selecting an insurance provider.
Our 2025 Claims Experience Report shows that fleet decision makers value exceptional service, operational support, solid communication, and a true partnership with their insurer over a cheaper option with subpar claims servicing.
Claims quality surpasses price as the decision driver
Fleet operators nationwide are sending a clear message to insurers: reliable claims servicing, not just competitive pricing, is what secures and retains their business.
Our survey data illustrates this trend with 80% of fleet operators now ranking fast, reliable claims processing as their top priority, overtaking the 62% looking for cost savings.
This major shift reflects the real-world consequences of a slow claims process. Every day a claim is pending is a day a vehicle can be off the road. Delays in processing directly lead to postponed repairs and stalled payments, impacting everything from delivery schedules to revenue. Getting vehicles back in operation quickly is now the critical factor.
Fleet operators rank the following as their top needs:
- 80% of fleets want a fast and reliable claims process
- 73% want flexible coverage options for fleet needs
- 67% want clear and hasslefree billing processes
- 65% need responsive and knowledgeable customer support
- 62% need competitive pricing within their budget
- 52% are asking for user-friendly self-service tools
Fleets demand faster claims servicing, better communication
Fleet operators are impatient for change. Today, they can track a food delivery minute by minute, yet when it comes to insurance, they’re often left in the dark about claims that impact their entire business.
The frustrations are clear—51% of fleets say their top ask from insurers is faster claims resolution. But it doesn’t stop there: 39% want easier access to real-time claim status updates, while 35% seek more timely responses to their inquiries.
These demands highlight a deep-rooted need for better communication and transparency throughout the claims process—essentials that modern fleets no longer see as optional.
Insurers as partners, not just coverage providers
The report also revealed that fleets no longer view insurance as a transactional need but as a strategic partnership.
Fleet operators are immersed in every step of the claims journey—half report their own claims and over half (53%) help decide settlements. This high involvement means higher expectations, and fleets need insurers who work as engaged partners, not occasional vendors.
The market is rewarding value over price
As competition grows in the insurance market, fleets are moving decisively toward value-driven insurance partnerships. Providers who choose a low-price strategy will be at a disadvantage as fleets choose insurance partners who deliver competitive pricing and operational excellence.
At Nirvana, we believe that insurance should be more than just a policy. It should be a true partnership built on trust, innovation, and proactive support. Our AI-native platform delivers fast, transparent claims, real-time insights, and seamless service at every touchpoint. Whether it’s accelerating resolution times, preventing accidents, or helping your business run smarter, Nirvana is committed to being the partner you can count on, mile after mile.
About the survey and respondents:
This research was conducted by Nirvana Insurance in partnership with Ledger360 to understand the evolving needs and priorities of fleet operators in the commercial trucking industry. The study surveyed 100 qualified fleet decision-makers across diverse industry sectors, fleet sizes, and geographic regions throughout the United States. Participants included fleet operations managers, senior transportation executives, safety and compliance professionals, key decision-makers directly involved in insurance purchasing and claims management processes.
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