J.D. Power: A High Bar for Digital Insurance Interactions

Online insurance customer satisfaction scores have declined.
June 9, 2021

According to J.D. Power’s 2021 U.S. Insurance Digital Experience Study, online insurance customer satisfaction scores have declined as certain tasks have become more complex. Those tasks include requesting a quote, researching policy information, adding a driver or vehicle, and viewing policy-related information. Despite the decline, the study found that mobile app usage rose 26 percent year over year.

“The real challenge for insurers is pushing the envelope on digital innovation,” said Tom Super, head of property and casualty insurance intelligence at J.D. Power. “Customers’ pace of expected change is accelerating, and insurers must be able to take steps to go beyond the basics of simply digitizing customer tasks. Those that can make this leap will be poised to separate themselves from the pack.”


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