For years, commercial fleets have been content with “good enough” insurance, but 2025 is poised to be a turning point. According to the newly released 2025 Claims Experience Report, an overwhelming 88% of truck fleet operators say the insurance claims process must fundamentally improve, signaling a breaking point in an industry often slow to change. In an era of AI, a vast majority of insurers are failing to leverage technology to bring customers the experience they expect.
This research, surveying commercial fleet decision-makers across the U.S., paints a picture of growing frustration—and new opportunity. While consumer focused industries deliver innovative real-time customer experiences, most fleets are still left in the dark about the claims that can grind their business to a halt.
What do fleets want most? Speed, transparency, less red tape, and strategies to protect themselves. The report reveals that faster claim resolutions ranks as fleets’ top priority, and nearly one in four fleets have already switched insurance providers after unsatisfactory claims experiences.
“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.”
The shift comes at a time of rising risk: so-called “nuclear verdicts” and mounting litigation costs loom larger than ever, with many fleets concerned they lack the support or expertise to avoid devastating legal consequences.
Four Forces Driving a New Claims Era
Claims experience as the new battleground: Handling claims well—or poorly—now determines loyalty, not just the cost of premiums.
- Technology must-haves: Innovative use of AI, real-time claim status, integrated digital tools, and proactive communication are no longer “extras.”
- Litigation anxiety: The threat of multi-million-dollar verdicts puts a premium on knowledgeable, responsive insurance partnerships.
- Value over cost: Fleet leaders are moving away from price-driven decisions, instead prioritizing strategic, supportive providers.
The report also found that 39% of fleet operators want easier access to real-time claim updates, and 38% want clearer, more proactive communication. Despite high marks on satisfaction surveys, fleets have simply “settled for less”—until now.
Nirvana Tech’s 2025 Claims Experience Report urges insurance providers to either adapt or risk irrelevance. Those who invest in real service, modern technology, and meaningful support will earn a measurable advantage, while slow-moving competitors watch their clients leave with every lost claim.
