Carriers improve mobile claims experience, Keynova

Keynova Group, a financial services intelligence firm specializing in benchmark insights, released its Q1 2023 Mobile Insurance Scorecard, which evaluates the mobile website and mobile app offerings from the 12 largest U.S. property and casualty firms.

GEICO scored first overall and in mobile web and app. Progressive and State Farm scored second overall. Progressive scored second in mobile web. State Farm and USAA tied second in app. State Farm scored third in mobile web. 

The report analyzes user capabilities and customer experience to identify trends that are driving mobile and app strategy. Scoring is based on an evaluation of approximately 250 objective criteria.

Beth Robertson, managing director of Keynova, told Digital Insurance in an email: “For mobile apps, GEICO continues to hold a more substantial lead, though its scoring margin over second ranked State Farm and USAA is narrowed in this review. State Farm performs particularly well in enabling core functional capabilities for prospects and for policyholder education, while USAA shines in customer support, providing key information such as hours of availability and wait times for phone or chat assistance.”

Improvements to mobile claims continue, with touchpoints like roadside assistance being a focus to increase customer satisfaction. Carriers are moving to more interactive tools to allow users to access assistance and monitor incidents with location services and GPS to identify service providers. 

The apps of three carriers now map tow truck and service provider arrivals, according to the report. Half of carriers provide real-time updates in-app including information about arrival times.

“Competition to support optimal digital experiences for policyholders across mobile channels is heating up as more insurance carriers are enhancing mobile claims and roadside assistance processes,” said Beth Robertson, managing director of Keynova Group, in the press release. “Customer-facing mobile security, however, remains an area for carrier improvement to keep pace with the privacy measures adopted by other financial services firms.”

Insurers lag in introducing customer privacy and security practices. None of the insurance carriers currently provide last login device information and only half offer additional authentication for unknown device logins, according to the report.