The digital channel has become the preferred policyholder means of interacting with auto insurers, exceeding one-on-one communication with agents, according to the J.D. Power 2020 U.S. Auto Insurance Study™. (iStock) The digital channel has become the preferred policyholder means of interacting with auto insurers, exceeding one-on-one communication with agents, according to the J.D. Power 2020 U.S. Auto Insurance Study™. (iStock)

Results from the J.D. Power 2020 U.S. Auto Insurance Study™ released the first week of June indicate insurance carriers are now moving beyond digital transformation and settling into digital business models.

For the first time in more than two decades of studying auto insurance customer satisfaction, J.D. Power analysts concluded that customer engagement and retention in 2020 hinges on carrier websites more than insurance-agent interactions.

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Elana Ashanti Jefferson

Elana Ashanti Jefferson serves as ALM's PropertyCasualty360 Group Chief Editor. She is a veteran journalist and communications professional. Reach her by sending an e-mail to [email protected].

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