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INSURANCE NOT KEEPING UP WITH THE DIGITAL EXPERIENCE J.D. Power just released its 2021 U.S. Claims Digital Experience Study. It is not looking good for insurance. The second annual study checked in with 3,000 customers doing home or auto insurance and who have filed claims in the last 12 months. J.D. Power looked at digital channels and the claims process, and how they worked on websites and phone apps. It also asked questions about updates and enhancements. J.D. Power spokesman, Martin Ellingsworth found that only 40% of those who have filed claims have done so with a claims estimator online. And just 47% made their claim on a website.
The Bottom-Line: Customers aren’t satisfied. “The insurance claims process has not really evolved beyond the launch of digital photo estimation three years ago,” Ellingsworth said. “It’s no secret the industry has been investing heavily in back-end technology such as straightthrough processing, which should help set the stage for faster, more personalized digital claims management tools. But right now, there is still a great deal of room for improvement in these functions. It is also critical to note that
February 2022 | Main Street Industry News | www.pianeia.com | 13
