Auto and Home Insurance Claims Processes Suffer Digital Growing Pains

The ongoing digital transformation of the property and casualty (P&C) insurance industry has hit some speedbumps when it comes to customer satisfaction among those who use insurers’ digital channels to manage their claims. According to the J.D. Power 2022 U.S. Claims Digital Experience Study,^SM overall satisfaction with the digital claims process declines for a second consecutive year as insurers struggle to manage longer cycle times via digital channels.

“P&C insurers are facing a host of challenges that include rising repair costs as well as supply chain disruptions and shop backlog issues that are driving notably longer cycle times,” said Mark Garrett, director of P&C insurance intelligence at J.D. Power. “Longer claims create more of a need to manage customer expectations and to keep those customers informed. Digital customer engagement should be part of the solution, one that supports proactive, multi-channel engagement and regular updates with customers. But many customers are facing clunky interfaces, infrequent updates and frustrating workflows that force them to pick up the phone and chase down information. The good news is that leading carriers have begun to crack the code on digital and they are rapidly establishing a set of best practices that could pave the way for industry-wide improvements.”

For additional key findings from the 2022 study, read the full press release >>