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J.D. Power says insurance websites not keeping up with digital demands
Millenials in particular are looking for better apps
Staff on May 20, 2016
A J.D. Power report has found that 90 percent of Millennial insurance app users expect everything from the company’s website to also be available on the app. When they deleted an insurance app, they complained that it wasn’t useful or was too slow.
Overall, the J.D. Power 2016 Insurance Digital Evaluation Study says that insurance websites aren’t doing enough to keep up with their customer’s digital demands. That’s true for Millennials, as well as other age brackets.
Yes, customer satisfaction did marginally increase, but the fear is that customers are comparing these websites with other non-insurance ones. Director of the insurance practice at J.D. Power Valerie Monet said, “While satisfaction hasn’t suffered yet, it likely will if insurers don’t invest in their websites and keep pace with other industries.”
The report analyzed the websites of 20 insurance companies based on two areas: self-service and shopping. Esurance, GEICO, Mercury, Safeco and USAA did especially well when it came to service, while Erie Insurance, Esurance, Liberty Mutual, Travelers and 21st Century stood out for shopping.
The study also listed key findings for each of these areas. For example, 56 percent of self-service customers were likely to have visited their insurer’s website in the last month. More than half said they would continue to return to the website, but some also had issues understanding online policy information and grappled with slow bill payment processes.
For those who used online services to shop, some found the quoting process more complicated and slower than they anticipated, but almost half found videos explaining policy information helpful.
J.D. Power says insurance websites not keeping up with digital demands
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