J.D. Power: Insurers’ Mobile Experiences Improve

But there are still areas where carriers are falling short.
May 28, 2019

Years of development and iteration has led insurers to produce great user experiences on mobile. But there are still areas where carriers are falling short, according to J.D. Power’s 2019 Insurance Digital Experience study.


The 8th iteration of the survey reached more than 11,000 customers between January and March of this year. Produced in partnership with Centric Digital, J.D. Power examined insurers’ websites and mobile apps based on five factors: ease of navigation, appearance, availability of key information, range of services and clarity of presented information.

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“In many cases, mobile apps and insurer websites are the primary faces of these consumer brands,” says Tom Super, VP for P&C insurance for J.D. Power. “As consumer behavior continues to evolve, insurers must keep pace as part of their overall distribution strategy or run the risk of irrelevancy.”

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