Back To Basics: How The Most Improved US Auto Insurers Mastered The Mobile Customer Experience

Ellen Carney

The results are in!  Along with my fellow researchers August Du Pont, Mike Chirokas, I  just completed our yearly review of the mobile features offered by leading US auto insurers.[i]   In our fourth year of assessing these essential portable features, these 13 auto insurers achieved an impressive average score of 75 out of 100, seven points higher than our 2015 benchmark, even as we raised the bar in terms of our expected performance of these mobile auto insurance features. 

What were the key takeaways from this year’s study?

  • Geico again leads; Allstate squeezes past USAA by a nose.  With a nearly perfect score of 96 out of 100, Geico retained its lead among the 13 US auto insurers we evaluated. Allstate’s strong mobile capabilities moved it up into second place, a nostril ahead of USAA.
  • Many digital teams have made big improvements.  Nationwide, The Hartford, Esurance, State Farm, and American Family all improved their mobile services substantially.  Leading digital insurance teams are creating more personalized and simplified experiences, and they are providing more guidance to their customers on how to make the most of digital features.
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Join Us At Customer Experience Forum West In Los Angeles, November 14-15, 2012!

Moira Dorsey

Our Forum For Customer Experience Professionals in Los Angeles is just four weeks away — and we have some exciting news!

First, our final lineup of external speakers is confirmed. All of our main-stage speakers are from companies featured in our new book, Outside In — some of them are even the subjects of case studies in the book.

Many of you have asked us to feature more business-to-business content in our events, so in response, we have both Randy Pond, EVP of operations, processes, and systems at Cisco Systems, and John Taschek, VP Mof market strategy at salesforce.com. Both companies are in the book, and Randy is the executive sponsor of the program that won one of our 2012 Voice Of The Customer Awards.

In addition to Randy and John, we have Dr. Jim Merlino, the chief experience officer for Cleveland Clinic, a world-famous, $6 billion healthcare provider. The work he is doing is as applicable to organizations outside of healthcare as it is relevant to all of us who have ever been (or will ever be) patients.

We’re also excited about our main-stage panel on building a customer-centric culture with Nancy Fratzke of US Cellular and Kelly Harper of BMO Financial Group. Transforming a culture is one of the hardest things any of us will do, and both of these panelists have successfully done it.

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