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Customer experience has become the key differentiator that helps insurers retain current customers and attract good risk policyholders from the competition. (Illustration provided by J.D. Power) Customer experience has become the key differentiator that helps insurers retain current customers and attract good risk policyholders from the competition. (Illustration provided by J.D. Power)

Customer experiences with auto insurance companies have changed more in the past decade than in the prior 80 years. The evolution of online quoting, the growing role of self-service tools, and increased overall access to information and company reviews have given customers more power and control in their decision-making processes than ever before.

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