GEICO first in app, mobile web: Keynova

Insurance carriers are continuing to improve the use of their mobile apps and websites to enhance the customer experience specifically within the claims process.

Keynova Group, a financial services intelligence firm specializing in benchmark insights, released its Q3 2022 Mobile Insurance Scorecard, which evaluates the mobile website and mobile app offerings from the 12 largest U.S. property and casualty firms.

GEICO scored first overall and in mobile web and app. Progressive scored second overall and third in mobile web. State Farm scored second in app, third in overall and tied for third in mobile web. USAA scored third in mobile app. Allstate tied for third in mobile web.

The report analyzes user capabilities and customer experience to identify trends that are driving mobile and app strategy. Scoring is based on an evaluation of approximately 250 objective criteria.

Beth Robertson, managing director of Keynova, says remote damage inspections are accelerating and streamlining the claims process for policyholders and carriers. 

"Damage inspection tools for automobiles have been more widely deployed, but both the pandemic and the increase in the extent of natural disasters have incentivized a broadened application of remote damage inspection for homeowners and other property applications," says Robertson. "Most of the inspection tools are deployed as separate apps, though some, such as Esurance's Photo Claims for auto damage inspections, are embedded directly into the digital claims area in the carrier's primary servicing app."

Telematics tools are also increasingly being embedded into vehicles to help with roadside assistance needs and diagnostics, according to the report. Allstate, Farmers, GEICO and USAA have all recently integrated usage-based solutions that monitor driving behaviors and have accident detection and claim filing options. The recorded data including location, driving speed and driving behaviors can reduce investigation times and reduce inspection requirements.

"One trend in auto is the use of accident-detecting telematics tools, which are beginning to be deployed within the servicing app – as is done by Allstate and GEICO – and which could be integrated with remote damage inspection to further facilitate the claims process and provide more accurate and timely damage, vehicle, and driver information to a carrier," says Robertson. "For property inspections, apps photograph and measure damages and can provide three dimensional details to a carrier to aid in damage assessment. Drones are also being deployed to provide precise location and scope evaluations."

Other key findings to note include:

• Allstate and GEICO have accident detection and notifications available in the primary app.
  
• Five carriers now support quoting options on mobile web and app.
  
• Eleven carriers allow for mobile microphone use to fill out a quote form.
  
• Progressive is the only carrier that offers mobile wallet options like PayPal or Google Pay for policy purchasing. Allstate offers Zelle, while State Farm and Travelers have Paypal options for claims payments