Insurance Not Keeping Up with the Digital Experience


J.D. Power just released its 2021 U.S. Claims Digital Experience Study. It is not looking good for insurance.


The second annual study checked in with 3,000 customers doing home or auto insurance and whove filed claims in the last 12 months. J.D. Power looked at digital channels and the claims process, and how they worked on websites and phone apps. It also asked questions about updates and enhancements.

J.D. Power spokesman, Martin Ellingsworth found that only 40% of those who’ve filed claims have done so with a claim’s estimator online. And just 47% made their claim on a website.

The bottom-line: customers aren’t satisfied.

The insurance claims process has not really evolved beyond the launch of digital photo estimation three years ago,” Ellingsworth said. Its no secret the industry has been investing heavily in back-end technology such as straight-through processing, which should help set the stage for faster, more personalized digital claims management tools. But right now, there is still a great deal of room for improvement in these functions. It is also critical to note that satisfaction is highest when claimants have options to interact via the channel they choose and not feel forced into a one-size-fits-all experience.”

A high percentage of claimants — 49% — are using the phone to file a claim and Ellingsworth says that’s what is dragging down the satisfaction percentages.

  • On a 1,000-point basis, the overall customer satisfaction with phone claims is 861
  • The video chat got the highest satisfaction score at 882
  • However, only 26% of claimants have used video to file
  • Digital claims management tools are only helpful to 35% of those filing
  • Digital reporting is satisfying just 40% of the time

When it comes to satisfaction, baby boomers are the least satisfied of the groups surveyed.

Source link: Digital Insurance —

About PIA Western Alliance

The Professional Insurance Agents Western Alliance is a membership organization promoting and enhancing the success of independent agencies seeking to grow, learn and be heard within the industry.


More Industry News