Esurance has the top auto insurance Web site based the site's ability to provide quick answers to consumers questions and its easy rate-quote questionnaire, according to a new report by Change Sciences Group Inc. The report, "Online Auto Insurance Customer Acquisition: Customer Experience Benchmarks and Best Practices," ranks Web sites according to their support for the goals of first-time buyers, married couples, and senior citizens. These goals include:

  • Assisting customers in understanding common coverage types
  • Providing product recommendations based on customer needs
  • Communicating available discounts 
  • Providing access to customer service 
  • Explaining claims processing 
  • Filling out an online rate quote questionnaire 

"In addition to presenting consumers with well-communicated and unique offers, insurers must identify and answer key customer questions up front to distinguish themselves," said Steve Ellis, a Change Sciences partner.
In addition to Esurance, State Farm and Allstate round out the top three by answering the questions of uninformed consumers and by distinguishing their offerings. AIGDirect places last by burying information in FAQs and not allowing users to accurately specify their coverage amounts in the online rate quote questionnaire.

The overall customer experience rankings are:

  1. Esurance
  2. State Farm
  3. Allstate
  4. Nationwide
  5. GEICO
  6. Liberty Mutual
  7. Unitrin Direct
  8. Electric Insurance
  9. Progressive
  10. GMAC
  11. MetLife
  12. Washington Mutual
  13. St. Paul Travelers
  14. AIG Direct

 Source: Change Sciences

Register or login for access to this item and much more

All Digital Insurance content is archived after seven days.

Community members receive:
  • All recent and archived articles
  • Conference offers and updates
  • A full menu of enewsletter options
  • Web seminars, white papers, ebooks

Don't have an account? Register for Free Unlimited Access