Property and home insurers have the best billing and payment scores of any industry PYMNTS Intelligence studied this year. They also have one in four policyholders ready to switch, and seven in 10 Gen Z policyholders ready to switch. Both things are true, and the second one is the problem.

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“The Service Commerce Performance Gap: Insurance Providers Playbook,” a PYMNTS Intelligence report produced in collaboration with Paymentus, explains why. It draws on March 2026 surveys of 686 U.S. property and home insurance bill payers and 60 insurance providers, and it compares the billing and payment experience insurers believe they deliver with the one policyholders describe.

Insurers are grading themselves on the parts of billing that already work. Bills arrive on time and look right, and half of insurers keep investing in bill delivery. The parts policyholders complain about get far less attention: slow refunds, disputes that drag on and too few ways to pay. Fifteen percent of policyholders say refunds are too slow. Only 1.7% of insurers agree.

That gap has a price. Eighteen percent of policyholders delay payments because they’re unhappy with their insurer, which puts roughly $2.6 billion in monthly premiums behind schedule. The report shows which billing problems drive that unhappiness and which warning signs insurers tend to miss.

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