On the heels of 2011 consumer research that cited mobile as a new, impactful hub of consumers for insurers, a new study from Key Lime Interactive (KLI) revealed State Farm to have the best website among mobile insurers. USAA was cited as having the best mobile application.
The mobile websites and apps of State Farm, Allstate, GEICO, Progressive, Nationwide, Travelers, USAA and Liberty Mutual were evaluated based on capabilities, comparable features rankings and overall user scores and rankings.
KLI researchers collected consumer feedback on what qualities in a mobile application were most important. According to a statement from Key Lime, “the ability to submit bill payments, view their detailed policy information, and enter detailed accident information including photos, scene details, date, etc. are reported to be the elements that mobile auto insurance users rank most critical.”
The ability to receive price quotes without entering personal information was also favored.
“The feedback from users can be regarded as the most critical component of the study,” says Eugene Santiago, lead KLI researcher for this report. “The methodology first aimed to understand, using consumers’ self-reported preferences, which features and tasks were must-haves when it came to interacting with the mobile property. These identified features were then placed into tiers to highlight their importance. Finally, these tiers were used in the algorithm used to tabulate the final scores.”
All mobile property assessments included are as of November 16, 2011.
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
Already have an account? Log In
Don't have an account? Register for Free Unlimited Access