J.D. Power & the Digital Customer Insurance Experience


J.D. Power just released its 2022 U.S. Insurance Digital Experience Study. It annually looks at how consumers feel about the digital insurance experience from purchasing insurance to filing claims.

In spite of insurer investment in a better digital experience, company director of insurance intelligence, Robert Lajdziak said satisfaction with insurer digital offerings is down from a year ago.

Although insurers keep upping the ante on technology, improvements are being offset by frustration among customers who are going online to shop for a better rate — and not finding one,” Lajdziak said. Were also seeing a clear trend in which more than half of digital insurance shoppers are choosing not to use digital tools or educational resources to help them through the shopping process. This further exacerbates the decline in customer satisfaction.”

The J.D. Power study looked at online quotes and other routine online service as well as websites and mobile applications. Corporate president of corporate insight, Micheal Ellison said speed, visual appeal and ease of use were the factors analyzed.

While insurers are spending a great deal on tech on an industry-wide basis, were seeing very uneven execution between brands, particularly in the area of mobile apps, where the top performers are really breaking new ground, but the bottom performers are keeping overall customer satisfaction scores low,” Ellison said. Were also starting to notice some noteworthy year-over-year volatility among the brands in the study, which shows that smart investments in good technology can drive rapid performance improvement.”

Here are the best digital experiences according to the J.D. Power survey:

1. Safeco

Rating: 738 out of 1,000


Rating: 736 out of 1,000

3. State Farm

Rating: 733 out of 1,000

4. Progressive

Rating: 725 out of 1,000

5. Auto-Owners Insurance

Rating: 703 out of 1,000

6. American Family & Amica Mutual

Rating: 702 out of 1,000


Rating: 700 out of 1,000

8. Mercury Insurance

Rating: 695 out of 1,000

9. Allstate & Erie Insurance

Rating: 686 out of 1,000

10. Auto Club of Southern California

Rating: 680 out of 1,000

11. CSAA Insurance Group

Rating: 679 out of 1,000

12. Liberty Mutual

Rating: 678 out of 1,000

13. Travelers

Rating: 674 out of 1,000

14. Farmers

Rating: 668 out of 1,000

15. Nationwide

Rating: 667 out of 1,000

16. The Hartford

Rating: 662 out of 1,000

Here are some other results from the surveyL

Customers are frustrated about rate increases. The satisfaction rating for price is just 499. That’s down 16 points from 2021’s survey.

Surprisingly, 54% say they do not use digital shopping tools to purchase their insurance.

Source link: PropertyCasualty360.com — https://bit.ly/3mNmLrQ

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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.


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