Digital Decline?

The disruption of COVID saw digital usage peak in last year’s findings, but the most recent results show usage has diminished across digital experiences. Are property claims customers starting to abandon digital channels in favor of speaking with someone instead?

The results of the 2023 U.S. Property Claims Satisfaction Study reveal a concerning downward trend in digital channels being used to submit and access information throughout the claim process. 

With digital channels promising customers convenience and providing carriers with a cost-effective means for servicing customers, this is a concerning trend to focus on. What is driving this decline in usage? How is the overall claim satisfaction impacted by fewer customers using this channel? 

As you’re waiting to find out the answers to those questions when the full 2023 U.S. Property Claims Satisfaction Study publishes to subscribers on February 16, we invite you to explore this recent digital adoption blog post and make sure your channels are living up to customer needs.

If you'd like to speak to someone about a Property Claims Study subscription, contact us today >