Eytan Morgenstern, of Lightico, says: “The trick to making mobile claims work is really a combined experience where the agent on the phone can connect quickly via a non-app portal to get what they need to help their customer out — whether that is a picture of the damage or the other driver’s insurance information. That really provides the best of both worlds; the guidance and empathy of a person with the convenience and power of a mobile device.” (Credit: Terovesalainen/Adobe Stock) Eytan Morgenstern, of Lightico, says: “The trick to making mobile claims work is really a combined experience where the agent on the phone can connect quickly via a non-app portal to get what they need to help their customer out — whether that is a picture of the damage or the other driver’s insurance information. That really provides the best of both worlds; the guidance and empathy of a person with the convenience and power of a mobile device.” (Credit: Terovesalainen/Adobe Stock)

While mobile devices have become ingrained in our culture, both personally and professionally, consumers still aren’t robustly leveraging insurance company apps, according to a survey from Lightico, which found mobile is the among least used methods for performing sales and claims functions.

A survey revealed that just 10.5% of claims are submitted through mobile apps, with the bulk (44%) coming through phone calls. Slightly less than 30% are initiated on a website and 7.5% are done face-to-face. Similar results were seen for sales, with just 11.5% being completed on a mobile app. Phone calls were the most common way sales were closed (39.2%), while 23% were finalized in face-to-face meetings.

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Steve Hallo

Steve Hallo is managing editor of PropertyCasualty360.com. He can be reached at [email protected].  

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