#USA #Wilmington #Digital Quoting #Keynova Group #Progressive

Enhancements in Digital Quoting and Usability for Insurance Carriers

The landscape of digital insurance services continues to evolve, with leading providers enhancing their digital quoting systems and online user experience capabilities. According to the recent Online Insurance Scorecard by Keynova Group, Progressive has once again secured the top spot in delivering an exceptional online experience. This evaluation, which covers twelve of the largest property and auto insurance carriers in the United States, highlights progressive improvements that reshape the customer journey in insurance.

Improved Digital Quoting Mechanisms

The push for digital quoting has transformed from a mere convenience into a growth engine for insurance carriers. Beth Robertson, managing director at Keynova Group, emphasizes that carriers are leveraging digital quoting to streamline processes, increase conversions, and enhance onboarding. This year, carriers are focusing on enriching the online quote flow with detailed policy and coverage information, which assists potential policyholders in making informed decisions.

Notably, a two-thirds majority of insurers present side-by-side comparisons of the various coverages and deductibles within their quotes. Additionally, many of these carriers promote bundled policies, enticing customers to consider additional coverage options like homeowner's or umbrella insurance alongside their auto policy. Remarkably, the number of insurers offering umbrella policy quotes online has surged to 42%, nearly doubling since last year.

Moreover, the onboarding process for new policyholders is being significantly streamlined. Half of the participating carriers now provide links for new policyholders to access their ID cards online, while many also facilitate the selection of payment plans and automatic payment enrollment right through the digital quoting interface.

Online Access to Insurance Agents

The interaction between policyholders and their insurance agents remains a critical component of the customer experience. The ability to easily access information regarding agents complements the digital self-service channels provided by carriers. While most insurance company websites feature basic agent locators, leading companies are stepping it up with tools that filter agent searches based on expertise, industry experience, and customer ratings.

Furthermore, a substantial one-third of carriers incorporate local agent listings directly into their online quote process, enhancing visibility. In addition, 75% of them provide personalized contact details for agents within a secured account area, facilitating direct communication. Approximately 20% of the carriers also now offer links to schedule personal consultations, whether over the phone or in person.

The Importance of Website Usability

As more customers turn to digital platforms for their insurance needs, enhancing website usability has become paramount. Improvements in usability not only enrich user experience but also empower customers to engage more effectively with self-service functionalities. However, many carriers still need to make crucial updates in areas such as demo presentations, FAQs, and search functionalities to enhance user interaction on their sites.

Currently, less than half of the assessed carriers provide demonstrative resources for using their websites, while only one-third incorporate FAQs that provide context for important actions like policy payments or claim submissions. Similarly, while website search capabilities are widely available, less than half of carriers offer a dedicated search function for authenticated user areas, nor do they include options to filter search results effectively.

Additionally, improvements in digital accessibility remain a crucial opportunity for enhancing website usability. The Scorecard indicates that although all carriers facilitate basic ADA-compliant navigation features, only two-thirds offer digital channels for users to report accessibility-related issues directly.

Conclusion

Keynova Group's Online Insurance Scorecard serves as a benchmark for monitoring advancements in digital capabilities among leading U.S. insurance carriers. As companies like Progressive set the bar in creating superior online experiences, it’s evident that the focus on digital quoting, enhanced access to agent information, and website usability will continue to shape the future of the insurance industry.

For more information, visit Keynova Group's website.