Pandemic Stay-at-Home Experience Raises P/C Insurers’ Bar for Delivering Digitally

Significant investments in direct-to-consumer website and mobile design have helped property/casualty insurance companies improve their digital service and shopping experiences. Consultants at J.D. Power say insurers have made across-the-board improvements in clarity of information, but many still struggle with the balance of too much information and a minimalist approach, according to an analysis of the insurers participating in the firm’s 2020 U.S. Insurance Digital Experience Study.

The study evaluates digital consumer experiences among P/C insurance customers, examining the functional aspects of desktop, mobile web and mobile apps based on ease of navigation; appearance; availability of key information; range of services; and clarity of the information. The study was conducted in partnership with Centric Digital and Corporate Insight.