At a glance
- USAA Life Insurance Company, based in San Antonio, took the top score for a third consecutive year at 740, 87 points above the industry average, and led all eight dimensions the study measures.
- The study points to a blended service model as the primary driver of the improvement, with customers wanting digital access for routine interactions while still relying on human guidance for complex decisions.
- Customers who felt their adviser helped them understand the value of their annuity scored 183 points higher on the trust dimension than those who did not, according to InvestmentNews.
Individual annuity customer satisfaction rose 14 points in 2026 to 653 on J.D. Power's 1,000-point scale, according to the firm's 2026 U.S. Individual Annuity Study released Oct. 28.
USAA Life Insurance Company, based in San Antonio, took the top score for a third consecutive year at 740, 87 points above the industry average, and led all eight dimensions the study measures.
The study points to a blended service model as the primary driver of the improvement, with customers wanting digital access for routine interactions while still relying on human guidance for complex decisions.
Customers who felt their adviser helped them understand the value of their annuity scored 183 points higher on the trust dimension than those who did not, according to InvestmentNews.
For advisers with annuity clients, that figure gives a specific test: whether the client can explain what the contract does. J.D. Power's satisfaction scores also shape how clients perceive the products their advisers recommend, and by extension how they view the advisers themselves, InvestmentNews reported.
The study surveyed 5,378 individual annuity customers between July 2025 and July 2026, and most of the improvement came from Baby Boomers and Pre-Boomers.
Reported by the Income & Annuities desk from InvestmentNews and J.D. Power 2026 U.S. Individual Annuity Study. Published . Corrections