P&C Insurer Digital Investments Not Enough to Offset Rising Rates

The streamlined user experience, seamless customer support and improved navigation that was supposed to define the digital transformation of the property and casualty (P&C) insurance industry—and improve customer satisfaction—has been overpowered by rising rates. According to the J.D. Power 2022 U.S. Insurance Digital Experience Study,^SM released today, overall customer satisfaction with insurers’ digital offerings declines this year, despite significant investments in customer-facing websites and mobile apps.

“Although insurers keep upping the ante on technology, improvements are being offset by frustration among customers who are going online to shop for a better rate—and not finding one,” said Robert M. Lajdziak, director of insurance intelligence at J.D. Power. “We’re also seeing a clear trend in which more than half of digital insurance shoppers are choosing not to use digital tools or educational resources to help them through the shopping process. This further exacerbates the decline in customer satisfaction.”

Read the full press release for additional key findings and brand rankings >