Insurance Carriers Enhance Mobile Digital Solutions and Accessibility for Small Businesses

Enhancing Mobile Solutions for Small Businesses

In a recent evaluation conducted by Keynova Group, the 2026 Small Commercial Insurance Scorecard revealed significant advancements made by insurance carriers in enhancing digital accessibility for small businesses. This initiative aims to improve mobile access and self-service options related to policy management and certificates of insurance (COI).

For the eighth consecutive year, The Hartford has maintained its top position for its exceptional digital offerings tailored to the needs of small businesses. The study noted that while substantial efforts are being made to expand digital capabilities for services like policy quoting and managing claims through telematics, there remains a notable gap in the availability of dedicated mobile applications tailored for businesses.

Expanding Digital Offerings

As the digital landscape shifts towards mobile use, insurance carriers are stepping up their game by enhancing mobile features. According to the report, all the evaluated carriers now provide mobile web access to manage small business policies. In particular, 70% of them offer quoting options for various business insurance policies through mobile web, and 90% allow mobile filing for claims. Additionally, some carriers, like Progressive and The Hartford, have introduced mobile applications that consolidate both personal and business account management, allowing users to make premium payments and access their COIs seamlessly.

Beth Robertson, managing director of Keynova Group, emphasizes the importance of creating a comprehensive digital experience. She states, "Carriers that extend online and mobile alternatives can save policyholders time, minimize administrative tasks, and enhance customer relationships."

Digitizing Commercial Auto Insurance

In response to the increasing importance of digital access for commercial auto insurance policies, half of the carriers support online and mobile quoting, while 30% offer digital purchasing options. Telemetry solutions, which provide insights into vehicle usage for business operations, are now integrated by half of the scorecard carriers. These modern solutions feature portals for businesses to monitor vehicle performance, location, and driver behavior—all managed through a user-friendly online interface. Additionally, digital servicing options are expanding, with 20% allowing policyholders to make changes directly to their policies through mobile devices.

Moreover, over half of insurers offer online and mobile support for reporting and tracking commercial auto claims efficiently. This modern infrastructure enables users to upload relevant documents promptly, ensuring timely support in the event of a claim.

Self-Service for COI Requests

Certificates of Insurance (COI) play a crucial role for small businesses as they serve to validate coverage for clients, landlords, and necessary stakeholders. The Small Commercial Insurance Scorecard reveals that 80% of business policyholders can now digitally generate COIs in real-time. Half of these carriers also support customized requests. Interestingly, carriers provide past recipient lists, allowing businesses to simplify ongoing document requests—though options for automation remain limited.

Additionally, about half of the insurers allow the addition of insured parties in the COI, yet only 20% can produce associated insurance documentation. Thus, enhancing self-service capabilities for COI generation aids businesses in efficiently managing their documentation, concurrently reducing the operational load for carriers.

Conclusion

The findings from the Keynova Group's 2026 Small Commercial Insurance Scorecard underscore a pivotal shift in how insurance carriers are reevaluating their digital strategies to better accommodate the unique needs of small businesses. Through enhanced mobile access and robust self-service tools, these carriers are not only streamlining operational efficiencies but also solidifying their relationships with clients.