Carriers Enhance User Experience with Security and Spanish Support in Insurance Services

In a rapidly evolving digital landscape, insurance companies are awakening to the importance of engaging and retaining customers through enhanced mobile experiences. Recent findings from Keynova Group, a leading competitive intelligence firm, reveal that major insurance carriers like Progressive and GEICO are at the forefront of this shift. They have earned top marks in the Q3 2025 semi-annual Mobile Insurance Scorecard, with significant emphasis on mobile app performance and user security. This article delves into the strategies implemented by these carriers and their implications for customer trust and market expansion.

Trust Through Enhanced Security Elements

Increasingly, insurance providers recognize that a secure mobile experience is pivotal in building consumer trust. Keynova Group's latest report indicates that a significant number of carriers are investing in user-facing security features to reassure policyholders about their data protection. Leading firms are adopting multi-factor authentication (MFA) to safeguard account logins, ensuring that customers feel secure while managing their policies on the go. The Scorecard highlights that over 75% of carriers are utilizing MFA, an industry-best practice designed to deter unauthorized access effectively.

Moreover, state-of-the-art security practices such as displaying last login details and providing logout confirmation are becoming essential features in mobile apps. These practices not only protect sensitive customer data but also empower users to identify potential account breaches swiftly. As noted by Beth Robertson, managing director of Keynova Group, companies that emphasize visible security measures can significantly enhance consumer confidence and promote policyholder loyalty.

Expanding Market with Bilingual Support

In addition to strengthening security, insurers are also tapping into the growing demographic of Spanish-speaking consumers in the U.S. An impressive 50% of the carriers evaluated now offer Spanish-language content on their mobile web platforms. This transition from relying on browser translation tools to providing direct, in-house Spanish services elevates user experience by ensuring accurate information and assistance for Spanish-speaking policyholders.

Both GEICO and Progressive have emerged as leaders in this domain, with the former offering an authenticated servicing experience in Spanish on mobile platforms. Such initiatives ensure that Spanish-speaking clients have comprehensive support, optimized for their language needs, which is essential for effective communication and satisfactory service delivery.

Coverage Assessment Tools: A Boon for Policyholders

Additionally, innovative digital tools that allow customers to assess their coverage needs are making waves in the insurance market. Approximately 20% of carriers now provide coverage assessment tools within authenticated areas of their mobile channels. These interactive features enable policyholders to evaluate their current coverage adequately and determine whether their policies align with their needs. By utilizing hypothetical scenarios, users can identify gaps in coverage and receive actionable insights, serving both self-servicing and cross-selling purposes.

Further aiding prospective clients, many insurers are now offering public evaluation tools on their mobile sites, guiding potential customers to gauge their own policy coverage needs. This proactive approach not only helps to engage users but also acts as a significant opportunity for carriers to capture a larger market share.

Conclusion

As the insurance landscape continues to evolve, the drive for greater user experience, security, and inclusivity is becoming increasingly important. By implementing robust security practices, expanding Spanish-language services, and introducing useful coverage assessment tools, leading carriers like Progressive and GEICO are setting new standards in customer engagement and satisfaction. These initiatives not only strengthen policyholder loyalty but also position these companies at the forefront of a changing industry landscape, paving the way for a future where digital convenience and customer-centric service are paramount. This strategic focus on enhancing user experience will undoubtedly shape the future of insurance services.