BOSTON, MA AND TALLAHASSEE, FL – 06/12/2025 – (SeaPRwire) – Three years after Hurricane Ian reshaped Florida’s property-insurance landscape, new research suggests the state’s market may be entering a slow, uneven recovery phase—one marked by operational progress but lingering public skepticism. A statewide survey commissioned by Hi Marley, provider of an intelligent conversational platform for P&C insurance, reveals that while insurers are re-establishing capacity and improving claims performance, Floridians remain sharply divided on whether these changes are translating into real stability.
The Florida State of Insurance Survey collected responses from 1,000 homeowners who filed at least one insurance claim in the past three years. More than half (53 percent) observed that they now have more carrier options than before, aligning with recent legislative efforts intended to lure insurers back to the state. Yet perceptions of stability remain conflicted: 39 percent feel the market is more stable than it was following Hurricane Ian, while a nearly identical percentage—38 percent—believes conditions have worsened or remain unstable. Premium increases continue to define the homeowner experience, with only 5 percent reporting any decrease in rates during the same period.
Claims Operations Are Improving
Even with hurricanes accounting for 80 percent of recent claims, respondents noted a clear improvement in how insurers handle the process. Nearly half (47 percent) said claims are being resolved more efficiently, and 39 percent believe the market is trending in a positive direction.
Additional findings highlight high satisfaction levels:
- Claims satisfaction: 78 percent were satisfied or very satisfied with the speed and clarity of their insurer’s communication.
- Resolution speed: 39 percent said their claim concluded faster than expected.
- Service confidence: 67 percent expressed satisfaction with their carrier’s overall customer service, and 57 percent felt insurers were doing their best to support policyholders.
A Split Perspective on Market Progress
Despite widespread premium increases—64 percent saw rates rise over the last three years—some homeowners are beginning to see signs of improvement:
- 43 percent say their trust in insurers has increased.
- 46 percent believe insurer communication has become clearer.
- 41 percent feel it is becoming easier to find an affordable policy.
- 39 percent say the overall market is improving.
However, skepticism persists. Nearly the same proportion disagrees that the market is improving (38 percent), and 41 percent do not believe policy affordability is improving.
“This division reflects a crucial gap—market reforms may be drawing carriers back, but many consumers are still waiting for meaningful financial relief,” said Hugh Allen, Principal Product Strategist at Hi Marley. “To restore confidence—especially in coastal communities—insurers and policymakers must ensure operational gains translate into long-term affordability.”
Digital Tools Are Enhancing Efficiency
The survey shows that carriers’ investment in digital communication has helped streamline claims during peak weather-related activity:
- 55 percent of respondents report their insurer offers a mobile app.
- 48 percent have access to an online claims portal.
- 42 percent can use direct texting options for claim updates.
Only 23 percent cited a lack of proactive updates as a challenge, indicating that most policyholders feel well-informed. Digital channels have also reduced communication friction, an important factor considering that 31 percent of respondents contacted their insurer four or more times within three years—often during stressful post-disaster periods.
“Communication is clearer, claims are moving faster, and customer satisfaction is improving,” Allen added. “Ensuring these operational improvements lead to sustainable premium relief will be key to the market’s long-term stability.”
Full findings and analysis are available at Hi Marley’s survey report page.
Methodology
Hi Marley surveyed 1,000 Florida homeowners who filed an insurance claim within the past three years. The online survey, conducted via Pollfish in October 2025, explored perceptions of market stability, communication quality, and confidence in insurers.
About Hi Marley
Hi Marley is the first intelligent conversational platform built specifically for P&C insurance and powered by SMS. Developed by industry experts, the platform enables seamless and engaging communication across the insurance ecosystem. Hi Marley’s collaboration tools, coaching capabilities, and analytics provide operational insights that help carriers improve efficiency while elevating customer experiences. Designed for enterprise use, the solution integrates quickly with core systems and helps carriers reduce friction throughout the insurance journey.