Keynova Group, a financial services analytics firm specializing in benchmarking analysis, has published its 1Q 2023 Mobile Insurance Scorecardwhich evaluates mobile website and mobile app offerings from 12 of America’s largest real estate and casualty insurance companies.
GEICO took first place in the overall standings, as well as in the mobile web and applications. “Progressive” and “Sovkhoz” took second place in the overall standings. Progressive took second place in the mobile network. State Farm and USAA are tied for second place in the app. State Farm ranked third on the mobile network.
The report analyzes user experience and customer experience to identify trends driving mobile and app strategy. The score is based on an evaluation of approximately 250 objective criteria.
Beth Robertson, managing director of Keynova, announced this. Digital Insurance in an email: “In terms of mobile apps, GEICO continues to hold a more substantial lead, although it is narrowing its lead over State Farm and USAA in this review. State Farm does a particularly good job of providing core functionality for prospects and policyholders. education, while USAA shines in customer support by providing key information such as availability hours and wait times for phone or chat assistance.”
Improvements to mobile claims are ongoing, with touchpoints such as roadside assistance taking center stage to improve customer satisfaction. Operators are moving to more interactive tools that allow users to get help and track incidents using location and GPS services to identify service providers.
According to the report, the apps of the three carriers now display the arrivals of tow trucks and service providers. Half of the carriers provide real-time updates in the app, including arrival time information.
“Competition to support optimal digital experiences for insurers across mobile channels is heating up as more insurers improve mobile requirements and roadside assistance processes,” said Beth Robertson, Managing Director of Keynova Group, in a press release. “However, customer-focused mobile security remains an area where the carrier must improve to keep pace with the privacy measures taken by other financial services companies.”
Insurers are lagging behind in implementing customer privacy and security practices. According to the report, none of the insurance companies currently provide last login device information, and only half of them offer additional authentication for logging in from an unknown device.
