Texas Auto Insurance Costs and Claims Handling Top Statewide Consumer Complaint Survey
More than 200 Texans told state regulators exactly what is hurting them most: the rising cost of coverage and breakdowns in claims service. The Texas Department of Insurance (TDI) released results Thursday from its "Speak Up, Texas!" campaign, a statewide effort to gather consumer ideas for improving both homeowners and auto insurance.
Published: Sep 11, 2026
More than 200 Texans told state regulators exactly what is hurting them most: the rising cost of coverage and breakdowns in claims service.
The Texas Department of Insurance (TDI) released results Thursday from its "Speak Up, Texas!" campaign, a statewide effort to gather consumer ideas for improving both homeowners and auto insurance. As KPRC Click2Houston reported, participants weighed in online and in person between March and July 2026, producing 190 documented responses that regulators will use to shape recommendations before the next legislative session. The findings paint a clear picture: Texas auto insurance costs are squeezing drivers, and many feel the claims process compounds that pain.
Texas regulators release consumer feedback from statewide insurance survey
The "Speak Up, Texas!" campaign was not a passive suggestion box. TDI structured it to capture actionable consumer input directly tied to real policy concerns, and KPRC Click2Houston confirmed the department released the detailed results on September 10, 2026.
Of the 190 responses collected, the breakdown was specific: 63 responses focused exclusively on homeowners insurance, 65 concentrated on auto insurance, and 62 addressed both lines of coverage simultaneously.
That division matters. It means regulators have a dedicated pool of auto-focused feedback, not just broad complaints lumped together. Insurance Commissioner Amanda Crawford thanked participants for their contributions, noting their input will directly inform what recommendations reach lawmakers.
The campaign ran from March through July 2026, giving Texans several months and multiple formats to participate. TDI's decision to open both online and in-person channels reflects a deliberate effort to reach consumers beyond those who typically follow regulatory proceedings.
Affordability and rate increases dominate auto insurance complaints
Here is what the auto insurance responses actually said.
Affordability and rate increases were the single most common theme among auto-focused respondents, appearing in 35.8% of responses. Claims handling, repairs, and service followed at 22.6% of responses.
Respondents suggested mileage-based pricing, clearer explanations of how premiums are calculated and changes to how factors such as credit scores and age are used in pricing.
Those three concerns, cost, claims, and pricing factors like credit scores and age, represent the core frustration Texans brought to regulators.
The Save Max Quote Index, drawn from 3.3 million-plus real quote requests, consistently shows that Texas drivers face rate pressure above the national baseline, a pattern that aligns directly with what survey respondents described. The SMQI tracks these cost trends in real time, giving consumers and analysts a ground-level view of where premiums are moving.
For a deeper look at how Texas stacks up against other high-cost states, the Texas auto insurance guide breaks down average costs, required minimums, and coverage options specific to the state.
Some Texans also want insurers to reward drivers with good records through discounts rather than increasing premiums.
That sentiment, reward safe behavior rather than penalize everyone, runs through much of the auto-specific feedback and points to a structural complaint about how carriers currently use driver data.
How auto and homeowners insurance concerns compare across the survey
The survey captured both lines of insurance, and comparing the results reveals where auto and homeowners concerns overlap and where they split.
| Affordability and rate increases | 43.7% of responses (83 mentions) | 35.8% of responses |
| Claims handling, repairs, and service | 31.1% of responses | 22.6% of responses |
| Coverage limits and replacement value | Mentioned as major concern | Not highlighted separately |
| Credit scores and age in pricing | Not highlighted separately | Explicitly raised by respondents |
| Mileage-based pricing | Not raised | Raised by respondents |
| Good-record discounts | Claim-free / roof-replacement discounts | Good-driver discount requests |
Affordability tops both lists, but the gap is notable. Homeowners respondents flagged rate increases at 43.7%, a significantly higher share than the 35.8% seen on the auto side. That likely reflects the outsized premium jumps homeowners have faced from weather-related risk repricing across Texas.
Claims handling ranks second in both categories, but again homeowners responses cited it more frequently at 31.1% versus 22.6% for auto. Where auto responses diverge most sharply is in the pricing-factor conversation: credit scores, driver age, and mileage-based models were concerns unique to the auto feedback pool.
Neighboring states face similar pressures. Drivers in Oklahoma and Louisiana have also seen affordability rank as the top consumer complaint in recent regulatory cycles, suggesting a regional pattern that extends well beyond Texas borders.
Claims handling and pricing transparency: what Texans want changed
Cost is the headline, but the survey details reveal a secondary layer of frustration: consumers do not understand why their premiums are what they are, and they feel powerless when claims go sideways.
On the auto side, respondents specifically called for clearer explanations of how premiums are calculated. That is a transparency complaint as much as a price complaint. Drivers do not necessarily expect rates to drop overnight; they want to know what is driving the number on their bill.
The credit score and age concerns reflect a deeper unease about factors consumers cannot easily change. Respondents pushed back on using those variables as pricing inputs, and some called for reforms to limit or restructure how insurers weigh them.
Mileage-based pricing emerged as a concrete policy suggestion. For low-mileage drivers, particularly in Texas where remote and rural residents sometimes drive less than urban commuters, pay-per-mile or usage-based models could represent meaningful savings.
Good-driver discounts were another consistent ask. Rather than accepting blanket rate increases, respondents argued insurers should actively reward clean records instead of treating all policyholders as equivalent risks.
What comes next: TDI's path to the 2027 Texas legislative session
The feedback collected through "Speak Up, Texas!" does not sit in a filing cabinet. TDI has stated it will use the responses to develop specific recommendations for lawmakers ahead of the 90th Texas legislative session, which begins in January 2027.
That timeline is tight. Regulators have roughly four months to synthesize consumer input, develop actionable recommendations, and position those recommendations for introduction or consideration during the session.
TDI also plans to encourage insurance companies themselves to identify areas where they can improve voluntarily, without waiting for legislative mandates. That dual-track approach, regulatory recommendation plus industry self-assessment, gives carriers an opportunity to get ahead of potential legislative requirements.
Insurance Commissioner Amanda Crawford's statement following the release of results emphasized the role consumer voices play in shaping the process. Lawmakers will ultimately decide what, if anything, changes in statute. But the evidentiary foundation for those conversations now includes direct consumer testimony from across the state.
For context on how other states have handled similar regulatory reform processes, the Tennessee auto insurance and Arkansas auto insurance guides offer useful comparison points on how neighboring legislatures have approached coverage affordability in recent sessions.
What this means for you
Do not wait for the 2027 legislative session to act on your own insurance costs. Visit TDI's HelpInsure.com tool now to compare coverage options and prices available in your area. Review your current policy for any usage-based or mileage-based add-ons that could lower your premium if you are a low-mileage driver. Ask your insurer directly how factors like your credit score and driving record are weighted in your rate calculation, because transparency is something you can demand today even before any legislative reform takes effect.
FAQ
Why are Texas auto insurance costs rising so fast?
The TDI "Speak Up, Texas!" survey results confirm that affordability and rate increases were the top concern among auto insurance respondents, appearing in 35.8% of responses. Pricing factors such as credit scores and driver age were specifically cited as drivers consumers want reformed. Broader inflationary pressures on repair costs and claims payouts also contribute, though TDI's survey focused on the consumer experience of those increases rather than their underlying causes.
What is HelpInsure.com and how can Texas drivers use it?
HelpInsure.com is TDI's official comparison tool that allows consumers to compare insurance options available in their area. TDI specifically encouraged Texans to use it to shop around for both coverage and prices. It is a free, state-backed resource designed to give drivers a starting point when evaluating whether their current policy is competitively priced.
Will the 2027 Texas legislative session actually change auto insurance pricing rules?
TDI has committed to developing recommendations for lawmakers ahead of the 90th Texas legislative session, which begins in January 2027. Whether those recommendations become law depends on the legislative process. The agency is also encouraging insurers to self-identify improvements, which means some changes could happen before any legislation passes.
What pricing reforms did Texans specifically request?
Survey respondents called for mileage-based pricing, clearer explanations of how premiums are calculated, changes to how credit scores and age factor into rates, and good-driver discounts that reward clean records rather than applying blanket rate increases. These were among the distinct suggestions captured in the 65 auto-focused responses.
How does the auto insurance survey compare to homeowners insurance feedback?
Affordability was the top concern in both categories, but homeowners respondents cited it more frequently at 43.7% of responses compared to 35.8% for auto. Claims handling ranked second in both lines, with homeowners responses again running higher at 31.1% versus 22.6% for auto. The auto-specific feedback was more focused on pricing methodology, including credit scores and mileage-based models, than the homeowners feedback was.
About Taleah McGuire
Taleah McGuire is a Regional Analyst at Save Max Auto with 11+ years of insurance experience including senior roles at Kentucky Farm Bureau. She covers regulatory news, state-specific reform legislation, and traditional carrier coverage. Read more from Taleah McGuire →
Edited by Aaren Ramon.
Methodology
This article is grounded in the source linked above. Save Max Auto data points referenced here are drawn from the Save Max Quote Index (SMQI), a proprietary instrument reflecting 3,364,317 real consumer quote requests submitted to savemaxauto.com. State and carrier rankings reflect the lifetime dataset; year-over-year shifts reflect a rolling 12-month window. The index is refreshed monthly. External authority figures referenced (NAIC, NHTSA, state regulators) reflect the most recent public data releases available at time of writing.
Sources
- Primary source: KPRC Click2Houston, "Texas insurance costs, claims top concerns as residents weigh in with state regulators"