Keynova Group recently released the Q4 2024 edition of its semi-annual Online Insurance Scorecard, which evaluates the website capabilities of a dozen of the largest U.S. property and casualty insurance carriers, including Allstate, American Family, Erie, Farmers, GEICO, Liberty Mutual, Nationwide, Progressive, State Farm, The Hartford, Travelers and USAA.
In Q2 2024, Progressive led the field in the online scorecard, followed by State Farm and USAA. Progressive held onto that lead from the Q4 2023 scorecard, in which it also placed first, followed by State Farm, GEICO and USAA.
The group’s online scorecard also lays out current trends in insurance service and what customers expect from their carrier.
The report shows that an insurance carrier’s role in supporting preparation for and recovery from natural disasters is imperative in how they are viewed by customers. Many carriers provide comprehensive information online about what to do before, during and after these catastrophes. This could include things like videos, guides for disaster preparation and lists of resources (like FEMA or the Red Cross) that can provide help after a disaster. Carriers may also use their website to share actions it has taken to support communities during natural disasters.
“With more than 20 weather-related disasters in 2024, carriers are using their websites to support policyholders and demonstrate outreach in the communities they serve,” Beth Robertson, managing director at Keynova Group said in a release. “Digital resources can assist policyholders in improved preparation for these catastrophes and provide content and tools to facilitate effective ongoing management of their insurance needs.”
Customers also want better online policy management. Keynova shares that comparative benchmarking can be used to map out improvements in order to advance a carrier’s competitive positioning and improve the experience for policyholders. This also includes direction for customers who may be unfamiliar with digital processes. Keynova reports that around half of carriers provide online videos about digitally filing claims to help customers through that process.
Around 42% of leading carriers also offer integrated search and navigation to help customers and prospects effectively navigate the site and find answers to their questions. Keynova encourages insurers to leverage all available opportunities to create a premium digital experience for both policyholders and prospective customers.
In the slideshow above, we’ll look at which carriers scored the highest in Q4 2024 according to Keynova.
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