P&C Insurers Up Their Digital Games to Attract Rising Tide of Shoppers, but Miss on Account Servicing,
J.D. Power Finds
Amica Ranks Highest in Service Satisfaction, American Family Ranks Highest in Shopping Satisfaction
TROY, Mich.: 23 May 2023 — Historic rate increases in the property and casualty (P&C) insurance industry
have pushed a record-high1 volume of shoppers into the marketplace to seek new quotes and switch
carriers. According to the J.D. Power 2023 U.S. Insurance Digital Experience Study,SM released today,insurers have been doing a good job addressing those shoppers’ needs via the digital channel. When it
comes to servicing existing customers on digital, however, overall satisfaction declines this year.
“The industry is seeing historical levels of customer churn right now, which puts a spotlight on the criticalrole insurer digital channels play in not just attracting new customers, but also onboarding them, and inretaining existing customers,” said Stephen Crewdson, senior director, insurance business intelligence atJ.D. Power. “When it comes to shopping, insurers are starting to get the formula right, but they are still
lagging far behind the best-in-class offerings in other industries like banking and airlines when it comes toservicing existing customers. That needs to become a focal point if insurers really want to build lifetime
customer value.”
The U.S. Insurance Digital Experience Study evaluates the digital consumer experiences of both P&C
insurance shoppers seeking quotes and existing customers conducting typical policy-servicing activities. It
examines the functional aspects of desktop, mobile web and mobile apps based on four factors: ease ofnavigation; speed; visual appeal; and information/content. The study was conducted in collaboration with
Corporate Insight, the leading provider of competitive intelligence and user experience research to thefinancial services and healthcare industries.
“The last thing most insurance customers want to do is have to call their carrier for help with basic accountservicing questions and actions,” said Michael Ellison, president of Corporate Insight. “Increasingly, theusability and accessibility of a carrier’s digital solutions plays a big role in both attracting new customers
and retaining existing ones.”
Following are key findings of the 2023 study:•Improvements in shopping experience, but still long way to go on digital: Overall customer
satisfaction with the P&C insurer digital shopping experience is just 521 (on a 1,000-point scale), up
22 points from a year ago. Relative to customer satisfaction scores with digital shopping tools inother industries, such as banking and airlines, the insurance industry still has a long way to go.

•Digital service satisfaction declines: Overall customer satisfaction with the digital service
experience is 702, which is down 3 points from 2022. Customers’ inability to find the information
they need is the biggest single drag on service experience satisfaction. Satisfaction scores arelowest (698) when customers cannot find information on an insurer’s website or app and end up
having to call the insurer, which happens 42% of the time.

1J.D. Power Quarterly Shopping LIST Reporthttps://discover.jdpa.com/hubfs/Files/Industry%20Campaigns/Insurance/2022USINSLISTQ4Report1242023.pdf

jdpower.com/business•Wide variation in app performance: In account servicing, the study finds significant gaps in mobileapp performance. The average satisfaction score among the top-performing 25% of customers
using a mobile app is 872—substantially higher than any other channel. However, satisfaction
among the bottom 25% of customers using a mobile app declines 305 points to 567.

•Traditional carriers edge out InsurTechs on digital service and shopping: Overall customer
satisfaction with digital account servicing and shopping is slightly higher among traditional insurers
when compared to digital native InsurTech brands. While InsurTechs outperform on the researchpolicy information metric, traditional carriers are performing as well or better on all other keyfactors. Traditional insurers perform particularly well on ability to make digital payments, ability tolocate contact information and ability to make profile updates.

Study Rankings
Amica ranks highest in the service segment with a score of 735. GEICO (731) ranks secondand Progressive (722) ranks third.
American Family ranks highest in the shopping segment with a score of 549. Farmers (547) ranks secondand Automobile Club Group (AAA) (543) ranks third.
The 2023 U.S. Insurance Digital Experience Study is based on 11,146 evaluations and was fielded in
January-March 2023.
For more information about the U.S. Insurance Digital Experience Study, visit
https://www.jdpower.com/business/insurance/us-insurance-digital-experience-study.
See the online press release at http://www.jdpower.com/pr-id/2023047.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer inthe use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understandconsumer 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’sbusiness offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found atJDPower.com.
About Corporate Insight
Corporate Insight (CI) 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 theirdigital capabilities and user experience. Their best-in-class research platform and unique approach ofanalyzing the actual customer experience helps corporations advance their competitive position in themarketplace. To learn more, visit http://www.corporateinsight.com.
Media Relations Contacts
Geno Effler, J.D. Power; West Coast; 714-621-6224; media.relations@jdpa.com
John Roderick; East Coast; 631-584-2200; john@jroderick.com

About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/pressrelease-info###NOTE: Two charts follow.

Year / Project / Study Name

J.D. Power
2023 U.S. Insurance Digital Experience StudySM
Overall Customer Satisfaction Index Ranking(Based on a 1,000-point scale)Service
Amica

735

GEICO

731

Progressive

722

State Farm

714

Nationwide

713

Safeco707

The Hartford

707

Segment Average

702

American Family

698

Allstate

694

Travelers

694

Farmers689

Auto-Owners Insurance

688

Liberty Mutual

686

Automobile Club Group (AAA)666

Auto Club of Southern California (AAA)665

Erie Insurance

663

CSAA Insurance Group (AAA)652

Mercury

644

USAA^720

Note: ^Brand is not rank eligible because it does not meet study award criteria.
Source: J.D. Power 2023 U.S. Insurance Digital Experience Study SM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in thisrelease or J.D. Power survey results without the express prior written consent of J.D. Power.

Year / Project / Study Name

J.D. Power
2023 U.S. Insurance Digital Experience StudySM
Overall Customer Satisfaction Index Ranking(Based on a 1,000-point scale)

Shopping
American Family

549

Farmers

547

Automobile Club Group (AAA)543

Liberty Mutual

538

Homesite

533

Progressive

533

State Farm

532

Erie Insurance

530

COUNTRY Financial

529

Auto Club of Southern California (AAA)521

Mercury

521

Segment Average

521

Nationwide

519

Travelers

517

Amica516

Kemper

515

The Hartford

515

Safeco511

Allstate509

Auto-Owners Insurance

507

Chubb505

National General

505

GEICO

502

CSAA Insurance Group (AAA)491

USAA^498

Note: ^Brand is not rank eligible because it does not meet study award criteria.
Source: J.D. Power 2023 U.S. Insurance Digital Experience Study SM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in thisrelease or J.D. Power survey results without the express prior written consent of J.D. Power.