A Shift In The Digital Winds in Auto Insurance?

Insights from the J.D. Power 2024 U.S. Insurance Digital Experience Study

Digital channels have become a critical component to the overall auto insurance shopping and service experience says the latest J.D. Power 2024 U.S. Insurance Digital Experience Study. The annual survey asks the digital consumer about its experiences in shopping for property and casualty (P&C) insurance online. This year’s results show the rising significance of digital platforms in insurance shopping and customer service particularly in the face of rising auto insurance rates with consumers turning more and more to online resources in order to find and manage their policies.

“When you consider the sharp declines in customer satisfaction we’ve been seeing across all aspects of the auto insurance industry during the past year, digital channels have been remarkably resilient when it comes to delivering a good user experience and helping to get customers and prospects the information they need,” said Stephen Crewdson, senior director, insurance business intelligence at J.D. Power. “However, many insurers still have work to do when it comes to keeping customers on their websites and apps to answer all questions and provide critical information. Customer satisfaction plummets when users of digital channels need to pick up the phone and contact the call center if they can’t find what they need online.”

Key takeaways from this year’s survey:

The Increasing Importance of Digital Channels

With the auto insurance sector experiencing higher rates, there is a marked increase in consumers shopping for insurance online. The study shows that over half of first-time buyers (53%) initiate their insurance relationships through digital channels, demonstrating a significant shift from traditional methods such as agents or call centers. Only 29% said they came in through agents and 18% through call centers. This change underscores the necessity for insurers to bolster their digital interfaces to capture and retain this growing segment of the market.

Performance of Digital Functionalities

According to the study, while most auto insurance websites and apps are proficient at delivering core functionalities, they lag in offering more complex, value-added services. Basic tools such as quote generation and policy overview are well-handled, but areas that require deeper interaction and provide enhanced value are often lacking. This gap presents an opportunity for insurers to differentiate themselves by enhancing their digital offerings to include more comprehensive services that can address more complex customer needs.

Customer Satisfaction and Digital Interaction

Despite some setbacks, digital channels have shown remarkable resilience in maintaining customer satisfaction levels. The study indicates that overall customer satisfaction with the digital shopping experience slightly dipped from the previous year but still outperforms other customer interaction channels. This resilience is crucial in an environment where consumers are more likely to start and continue their insurance journey online.

The study further notes that customer satisfaction is significantly higher when consumers do not need to switch from digital to traditional contact methods. When customers find the information they need online without having to make a phone call, their satisfaction with the digital experience remains high. However, satisfaction plummets when they are forced to leave the digital platform for answers, highlighting the importance of developing comprehensive and intuitive digital platforms.

Engagement and Impression

The correlation between engagement with various digital tools and overall customer satisfaction is evident. Consumers who utilize multiple digital functionalities tend to report a more favorable impression of their insurance provider. This finding suggests that by encouraging deeper and more diverse interactions through their digital platforms, insurers can enhance customer satisfaction and perception.

Leading Performers in Digital Experience

In terms of specific companies, Progressive ranks highest in the service segment of the digital experience, followed by American Family and Nationwide. For the shopping experience, the Auto Club Group (AAA) leads, with the Auto Club of Southern California and Erie Insurance trailing closely. These rankings reflect how well these companies have adapted their digital strategies to meet consumer expectations.

The Challenge Ahead

While the digital insurance experience scores are strong, the report highlights a critical challenge for insurers: moving beyond the basics. Most digital platforms succeed in delivering foundational experiences, but only a small fraction excel in creating a comprehensive service that covers all potential customer queries and needs. To truly excel, insurers need to invest in advanced digital capabilities that not only attract customers but also retain them through superior service and engagement.

“Engagement is the name of the game with insurance digital channels,” said Justin Suter, research manager at Corporate Insight. “The more customers engage with multiple different digital tools, the better experience they have and the more likely they are to develop a favorable overall impression of their auto insurance provider.”

How the survey is conducted

The 2024 U.S. Insurance Digital Experience Study is based on 11,086 evaluations and was fielded during the months of January-March 2024.