InsurTech Center

Market Insights

Customer experience: The auto insurance X-factor

Price transparency, efficient digital offerings, and solid multi-channel customer service are the great equalizers in today's auto insurance marketplace.

By Robert M. Lajdziak | August 19, 2019 at 06:00 AM

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.

Additionally, market factors have led to higher prices, making auto insurance a greater proportion of consumers’ take-home income.

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