Digital

Insurance Digital Experience Study

Insurance Digital Experience Study

The J.D. Power U.S. Insurance Digital Experience Study provides an analysis of shoppers’ and customers’ perceptions of a company’s digital channels and explores the correlation between website and mobile app updates/enhancements and engagement as well as an overall digital proficiency analysis provided by J.D. Power digital experts.

Digital Experience
Digital Experience

Benefits

A subscription to this study will help you:

  • Understand how customers currently interact with your company’s digital channels
  • Benchmark your digital performance against other top P&C carriers
  • Determine how well your digital touch points meet—or fail to meet— customer expectations
  • Discover which companies perform highest digitally (and what they are doing right) 
  • Improve financial management by identifying and deploying resources more effectively to improve customer satisfaction

Experiences Explored

The study evaluates an insurer’s digital interaction across multiple channels and features J.D. Power’s cross-industry perspectives and insight to help improve your digital performance. The study explores shopping and servicing experiences across 4 key factors:

  • Information/Content
  • Navigation
  • Speed
  • Visual Appeal

Key Dates

key dates

Press Release & Award Information

J.D. Power issues national press releases highlighting key findings and top-to-bottom rankings from award-eligible studies. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the J.D. Power Awards Program, which requires subscribing to the study as a prerequisite. Learn More 

Read the latest press release: 

U.S. Insurance Digital Experience Study Press Release

Brands that rank above the industry average for their segment and subscribe to the study earn the opportunity to commission a J.D. Power Performance Report, a customized, client-commissioned report that highlights this above-average performance. Learn More

Award

Profiled Brands

2024 Brands Targeted to be Profiled*

Final profiled list will be available upon study publication

Service

  • Allstate

  • American Family

  • Amica

  • Auto Club of Southern California (AAA)

  • Automobile Club Group (AAA)

  • Auto-Owners Insurance

  • Chubb

  • COUNTRY Financial

  • CSAA Insurance Group (AAA)

  • Erie Insurance

  • Farmers

  • GEICO

  • Homesite

  • Kemper

  • Liberty Mutual

  • Mercury

  • National General

  • Nationwide

  • Progressive

  • Safeco

  • State Farm

  • The Hartford

  • Travelers

  • USAA^

Shopping

  • Allstate
  • American Family
  • Amica
  • Auto Club of Southern California (AAA)
  • Automobile Club Group (AAA)
  • Auto-Owners Insurance
  • Chubb
  • COUNTRY Financial
  • CSAA Insurance Group (AAA)
  • Erie Insurance
  • Farmers
  • GEICO
  • Homesite
  • Kemper
  • Liberty Mutual
  • Mercury
  • National General
  • Nationwide
  • Progressive
  • Safeco
  • State Farm
  • The Hartford
  • Travelers
  • USAA^



^ Brand is not rank eligible because it does not meet study award criteria.

(Updated 11/17/2023)

Make decisions with confidence

Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.

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Insurance Insights

Let's Connect!

J.D. Power studies, products, and services are available for purchase. If you’re interested in subscribing to a J.D. Power study or becoming a client, please fill out the form, and we'll be in touch. Questions? Click here to find the answers to frequently asked questions.

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For all other inquiries, you can contact us here.