U.S. Claims Digital Experience Study (CDES)
Optimize the Digital Moments That Shape Every Claim
The U.S. Claims Digital Experience Study analyzes the digital touchpoints within the auto claims process—evaluating ease of use, efficiency, and satisfaction with online FNOL, documentation, status tracking, and settlement tools. It highlights where digital journeys succeed, where they break down, and how insurers can streamline claims resolution.
What It Measures
A Comprehensive Digital Claims UX Assessment
Evaluates digital claims experience across four core dimensions:
• Online First Notice of Loss (FNOL)
• Photo and document upload
• Claim status tracking
• Digital payment experience
Includes:
• VOC-driven digital-study methodology
• Best-practice analysis (no award component)
• Evaluation of mobile and web channels
• Diagnosis of digital friction points across the full claim journey
How the Digital Claims Study Works
• Combines consumer feedback with expert usability diagnostics
• Evaluates digital FNOL, documentation, claim management, and settlement workflows
• Identifies opportunities to improve cycle time, digital adoption, and customer satisfaction
• Benchmarks performance against industry best practices
Better Digital Claims, Less Friction
• Identifies gaps that lower claimant satisfaction and create friction
• Reveals underperforming claim interactions across digital channels
• Helps improve efficiency, accuracy, and digital consistency
• Pinpoints where digital tools fail to meet customer expectations
Digital Claims With Less Friction
• Streamline digital claims interactions to reduce effort and complexity
• Improve operational efficiency through better-designed online workflows
• Increase customer confidence with clearer status visibility and communication
• Reduce dependency on service calls through effective digital tools
• Deliver more consistent claims experiences across channels
Key Dates
2025
Field Start: December 2024
Study Publish: November 18, 2025
Press Release: December 2, 2025
2026
Field Start: December 2025
Study Publish: November 17, 2026
Press Release: December 1, 2026
Press Release & Award Information
JD Power will issue a national press release that will highlight key findings from the study. There is no award associated with this study.
Insurance brands targeted to be profiled
Profiled brands
Insurance brands
Allstate
American Family
Amica
Auto Club Group (AAA)
Automobile Club of Southern CA (AAA)
Auto-Owners Insurance
Chubb
COUNTRY Financial
CSAA Insurance Group (AAA)
Erie Insurance
Farmers
Foremost
GEICO
Homesite
Kemper
Liberty Mutual
Mercury
National General
Nationwide
Progressive
Safeco
Shelter Insurance
State Farm
The Hanover
The Hartford
Travelers
USAA
Who should use it
Designed for Claims, Digital, and CX Leaders
• Claims operations executives
• Digital product managers
• Customer experience directors
• Transformation teams focused on automation and efficiency
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