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Insurance is an essential and often required service that Oregonians rely on for protection and peace of mind at key stages in their lives and when making significant purchases. In our Fall 2024 Consumer Survey, Oregon Consumer Justice (OCJ) partnered with the research nonprofit Oregon Values and Beliefs Center (OVBC) to better understand the experiences and attitudes of Oregonians statewide regarding the insurance industry and possible pathways to better outcomes.
Why this matters
Roughly 60% of Oregonians report having encountered issues with their insurance services in the past 12 months.
The top insurance issues reported include unexpected premium increases, challenges with understanding policy terms, and difficulty comparing policies. Respondents also reported a lack of transparency in coverage options and poor customer service.
Taken together, these issues make it challenging for Oregonians to select affordable policies that make the most sense for themselves, and their families and to trust the insurance companies that will provide the coverage.
Oregonians who encountered issues with insurance services in the past 12 months
Paying insurance premiums should guarantee coverage, not a struggle to get claims paid when we need them most. Further, more Oregonians are having difficulty both affording and accessing insurance products. OCJ is prioritizing insurance-related consumer issues, so that laws and practices put people first and remove obstacles rather than creating them.
The details
Health and auto insurance are the most widely held policies among Oregonians, with 74% and 73% of survey respondents indicating coverage in these areas, respectively. Home (50%), life (32%), and renters (19%) policies are the next most common, while around 7% of residents report not having any type of insurance.
Attitudes Regarding Consumer Protection and the Insurance Industry
Eighty-one (81%) percent of Oregonians believe it is important for insurance companies to adhere to the same foundational consumer protection laws that apply to other industries.
This sentiment was reflected across demographics for age, geographic location, political affiliation, and income levels. This broad support underscores a clear demand from Oregon consumers to hold the insurance industry to the same consumer protection standards required of all other consumer service industries in the state.
Yet, Oregon's insurance industry is the only major industry not covered by Oregon’s Unlawful Trade and Practices Act, meaning Oregonians lack significant protections and avenues for recourse if harmed by fraudulent or unethical insurance practices.
One of Oregon’s foundational consumer protection laws does not apply to insurance companies, which means policyholders cannot hold them accountable for unfair business practices. How important do you think it is for the insurance industry to follow the same consumer protection laws as other industries in the state?
What to watch
During the 2025 Oregon Legislative session, Oregon Consumer Justice is championing legislation that would bring the insurance industry under the scope of the Unlawful Trade Practices Act, closing a critical gap in consumer protection and ensuring the insurance industry is held to the same ethical standards as other businesses in Oregon.
Our policy priorities reflect essential opportunities to strengthen consumer protections and position our state to lead in ensuring a fair marketplace.
See insights about the state of consumer issues in Oregon and deep-dive looks at utilities and medical debt.
