It's well-known that incumbent insurance carriers now face stiff competition from digital insurers and that customer service and satisfaction can make the difference between keeping policyholders or watching as they migrate to competitors. According to the J.D. Power 2021 U.S. Insurance Digital Study™, overall insurance customer satisfaction with insurers' digital offerings has not improved much from the previous year, regardless of the industry-wide push to modernize. "The bar just continues to get higher for customer expectations around digital," Tom Super, head of property and casualty insurance intelligence at J.D. Power, said in a recent statement about the study. "While many insurers are hitting the mark on the digital basics, few insurers are using digital in new ways to drive growth and engagement." The study is now in its 10th year and measures digital customer experiences. It is based on more than 11,500 evaluations fielded in early 2021. The slideshow above illustrates the top P&C insurers for digital customer service in 2021, according to J.D. Power. See also:
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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].
