State Farm, Allstate, Geico top digital performers

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State Farm, Allstate and Geico are top performers in digital experience, according to new research from Corporate Insight, which included surveys of 1,400 policyholders who are digitally active to try to understand insurance customers’ preferences. 

The 2024 P&C Insurance Experience Benchmark looks at 20 carriers across 170 attributes including categories like mobile, design & navigation, and support.

State Farm finished first with the top mobile app. Allstate had a strong performance in all categories and Geico took third with its self-service options, according to the press release. 

Justin Suter, insurance research manager at Corporate Insight, said in the press release: “State Farm maintained its first-place ranking, but we saw firms make big jumps in this year’s report by finding ways to provide value to policyholders outside of the traditional insurance model. Allstate’s mobile app revamp, for example, added new features like a gas finder tool and a data breach checker that propelled it to second place.”

The survey suggested that coverage details were the most common reason for a policyholder to engage with an insurer on a desktop, overtaking premium payment. 

“Our survey found that while users are generally satisfied with their insurer’s digital experience, few view their carrier’s digital offerings as ‘extremely modern,” Suter said. “Some areas are stronger than others. Auto insurance mobile app users reported the highest satisfaction and were most likely to think of their insurer’s app as ‘extremely modern.’ But desktop users in home and auto were slightly less satisfied and less likely to think of platforms as modern. The industry still has work to do if it wants to meet the digital expectations of today’s users.”