Small Commercial Insurance — Keynova’s Scorecard

Keynova Group is a financial services company specializing in benchmark insights. A couple of times a year, Keynova looks at the digital experience of small businesses using the Internet to purchase insurance.

The policies considered are business owners policy (BOP), property liability, workers’ compensation and commercial auto.

The quarter four 2021 semi-annual scorecard has been released. It ranks the 12 largest U.S. auto and property insurers and ranks them based on 300 factors like online quoting and binding, educational content and the meeting of policyholder needs for claims filing and claims tracking.

Keynova spokeswoman Beth Robertson said, Consistency in the user experience is increasingly important as consumers become more digitally engaged, and inconsistencies across digital platforms can confuse policyholders and deter engagement.”

GEICO and Nationwide did the best when it came to videos that demonstrate what they offer.

With carriers offering more educational demos and resource content, customers can more confidently, and more broadly, engage in digital servicing,” Robertson said. Also with carriers working to streamline digital processes this helps policyholders quickly and easily accomplish tasks online or using their mobile devices.”

Here is information on how the insurers are judged:



Functionality — Core digital capabilities for customers and prospects across all acquisition and servicing tasks.

Ease of use — Elements that embrace usability and efficient access to information and digital actions.

Privacy and security — Customer-facing privacy and security features and Information.

Support and access — Customer support elements including educational content and FAQs, and overall digital accessibility.



Get insurance — policyholder acquisition including product information, coverage assessment tools and digital quoting.

View and manage policy — policyholder access to pointy details and history, ID cards and certificates of insurance, alerts and polity changes.

Review and pay bill — policyholder servicing association with billing and premium payment, including online audit or pay as you go options.

Claims — Support for claims including reporting, tracing, notifications and preferred provider network access.


The Overall Insurance Scorecard — Q4 2021

1st — Progressive

2nd — GEICO

3rd — State Farm


The Overall Insurance Scorecard — Q2 2021

1st — GEICO

2nd — Progressive

3rd — State Farm


The Mobile Insurance Scorecard — Q1 2021


1st — GEICO

2nd — State Farm

3rd — Progressive



1st — GEICO

2nd — State Farm

3rd — USAA


Mobile Web

1st — GEICO

2nd — State Farm

3rd — Nationwide, Progressive


2021 Small Commercial Insurance Scorecard — 10 carriers once per year

1st — The Hartford

2nd — Progressive

3rd — Nationwide


2020 Small Commercial Insurance Scorecard — 10 carriers once per year

1st — The Hartford

2nd and tie — Nationwide, Progressive


Source link: Kenova Group —

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