Auto and Home Insurance Claims Processes Suffer Digital Growing Pains, J.D. Power Finds
The ongoing digital transformation of the property and casualty (P&C) insurance industry has hit some speedbumps when it comes to customer satisfaction among those who use insurers' digital channels to manage their claims. According to the J.D. Power 2022 U.S. Claims Digital Experience Study,SM released today, overall satisfaction with the digital claims process declines for a second consecutive year as insurers struggle to manage longer cycle times via digital channels.
"P&C insurers are facing a host of challenges that include rising repair costs as well as supply chain disruptions and shop backlog issues that are driving notably longer cycle times," said Mark Garrett, director of P&C insurance intelligence at J.D. Power. "Longer claims create more of a need to manage customer expectations and to keep those customers informed. Digital customer engagement should be part of the solution, one that supports proactive, multi-channel engagement and regular updates with customers. But many customers are facing clunky interfaces, infrequent updates and frustrating workflows that force them to pick up the phone and chase down information. The good news is that leading carriers have begun to crack the code on digital and they are rapidly establishing a set of best practices that could pave the way for industry-wide improvements."
The U.S. Claims Digital Experience Study, now in its third year, evaluates digital experiences among P&C insurance customers throughout the claims process. It examines the functional aspects of desktop, mobile web and mobile apps based on four factors: visual appeal; clarity of the information; navigation; and range of services. The study is conducted in collaboration with Corporate Insight, the leading provider of competitive intelligence and user experience research to the financial services and healthcare industries.
"Navigating the insurance claims process is not a particularly enjoyable process for any consumer, but effective digital tools can take the sting out of the equation by making it easy to exchange information with an insurer, receive frequent updates on progress and ask questions along the way," said Michael Ellison, president of Corporate Insight. "The insurers that are setting themselves apart as leaders in this space are those that have consistently delivered simple, easy-to-use tools and proactively managed customer communications throughout the claims process."
Following are key findings of the 2022 study:
For more on the U.S. Claims Digital Experience Study, visit https://www.jdpower.com/business/insurance/us-insurance-claims-digital-experience-study.
See the online press release at http://www.jdpower.com/pr-id/2022182.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company's business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.
About Corporate Insight
Corporate Insight delivers competitive intelligence, user experience research and consulting services to the nation's leading financial and health institutions. As the recognized industry leader in customer experience research since 1992, CI has been the trusted partner to corporations seeking to improve their digital capabilities and user experience. Their best-in-class research platform and unique approach of analyzing the actual customer experience helps corporations advance their competitive position in the marketplace. To learn more, visit http://www.corporateinsight.com.
About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info
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