Geico is first for digital customer experience: Keynova

Auto and property insurance carriers are continuing to add features to apps while also creating simpler routes for policyholders to find information and features, according to Keynova Group,  a financial services intelligence firm specializing in benchmark insights. 

The company released its Q3 2024 Mobile Insurance Scorecard, which evaluates the mobile offerings for the top 12 auto and property insurance carriers in the U.S. 

Geico won overall for its mobile user experience and tied with State Farm for the top mobile app. Progressive was first in mobile web and tied with State Farm for second overall. Allstate was third in app. 

Beth Robertson, managing director, Keynova Group, told Digital Insurance in a written response: 

“In the mobile channel, carriers are continuing to enhance content and tasks by incorporating mobile device capabilities to improve access or facilitate the entry of information. This includes integrating elements like scan, auto-complete, smart keyboards, calendars and picker tools, and quick action-style access to quickly navigate to desired information. Helpful content such as videos, calculators, and articles are also being added to enrich the user experience.”

All the carriers now have a usage-based insurance (UBI) or telematics tool. One-third of the carriers that were analyzed now incorporate telematics tools into their primary app. Twenty-five percent of the carriers also include relevant third-party options, like Carfax maintenance service, apps for gas prices and parking location tools. 

The carriers in the analysis were Allstate, American Family, Erie Insurance, Farmers Insurance, Geico, Liberty Mutual, Nationwide, Progressive, State Farm, The Hartford, Travelers and USAA.