Progressive continues to rank first in online experience: Keynova

Progressive continues to score first in online user experience, according to recent results from Keynova’s Q4 2023 Online Insurance Scorecard.

Keynova Group, a financial services intelligence firm specializing in benchmark insights, evaluates the mobile website and mobile app offerings from the 12 largest U.S. property and casualty firms.

Progressive scored first, State Farm scored second and Geico and USAA tied for third. 

Carriers are still prioritizing self-service and digital options, according to the results. 

Beth Robertson, managing director at Keynova Group, told Digital Insurance via email: “Video demos or animations are becoming more common on carrier sites, as a way to demonstrate website or mobile servicing capabilities. These help to build policyholder awareness and confidence in self-servicing rather than calling an agent.”

Three-fourths of carriers have some or all online policy updating available for users, these insurers also include quote updates for any policy changes. The majority of evaluated carriers also have FAQs and help support options for online tasks and 25% offer video demos. 

“Many carriers are leveraging AI and third-party data to accelerate decisioning and minimize the information required directly from a consumer,” Robertson said. “These can streamline the user experience, as can user-facing tools such as autocomplete options or GPS location for address information, using the VIN to prefill or negate the need for entry of vehicle details, dynamic look-up, and integrated and interactive pricing tools.”

More than 80% of carriers’ also have digital assistants on their websites now. Additionally, two-thirds of carriers include pet insurance quotes online. Flood insurance is also moving to digital, with 40% of carriers offering online quotes but less than 20% support online claim filing for flood.