Progressive continues to score first in online user experience, according to recent results from
Keynova Group, a financial services intelligence firm specializing in benchmark insights, evaluates the desktop digital experience for the Online Insurance Scorecard.
Carriers are still prioritizing
Beth Robertson, managing director at Keynova Group, told Digital Insurance via email: "Video demos or animations are becoming more common on carrier sites, as a way to demonstrate website or mobile servicing capabilities. These help to build policyholder awareness and confidence in self-servicing rather than calling an agent."
Three-fourths of carriers have some or all online policy updating available for users, these insurers also include quote updates for any policy changes. The majority of evaluated carriers also have FAQs and help support options for online tasks and 25% offer video demos.
"Many carriers are leveraging AI and third-party data to accelerate decisioning and minimize the information required directly from a consumer," Robertson said. "These can streamline the user experience, as can user-facing tools such as autocomplete options or GPS location for address information, using the VIN to prefill or negate the need for entry of vehicle details, dynamic look-up, and integrated and interactive pricing tools."
More than 80% of carriers' also have digital assistants on their websites now. Additionally, two-thirds of carriers include
