Satisfaction of digital claims declines for second year in a row

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“But many customers face clunky interfaces, infrequent updates, and frustrating workflows that force them to pick up the phone and chase information. The good news is that leading carriers are beginning to crack the code on digital, and they’re quickly establishing a set of best practices that pave the way for industry-wide advancements.

JD Power’s US Claims Digital Experience Study evaluates P&C insurance customers’ digital claims experiences throughout the claims process, examining functional aspects of desktop, mobile web and mobile apps based on four factors:

    • Visual appeal


    • Clarity of information


    • Navigation




The study was conducted in partnership with Corporate Insight, a provider of competitive intelligence and user experience research. It is based on home or 2,890 ratings Auto insurance Customers who have filed a claim in the last 12 months.

“Navigating the insurance claims process is not a particularly enjoyable process for any consumer, but Useful digital tools “Take that out of the equation by making it easy to exchange information with the insurer, get frequent updates on progress, and ask questions along the way,” said Michael Ellison, President of Corporate Insight.

Key findings of the 2022 study include:

Customer satisfaction decreases

Overall customer satisfaction with the digital claims process fell seven points year over year to 857 (on a scale of 1,000). This is the second year in a row that overall satisfaction has declined.

Challenges of digital assessment

Customers’ experience of the evaluation process is a top driver of digital satisfaction, adding 66 points to overall satisfaction scores when done well, JD Power said. However, the study found that insurers meet customer expectations only 34% of the time.

Read next: Revealed – How did auto insurance shopping fare in Q3 2022?

Submitting photos is one of the most important tasks done through mobile apps, but when customers have to make an assessment in person, the ease of the process is adversely affected. Electronic communications with the appraiser brought higher satisfaction scores — but only 15% of customers used the technology, the study found.

Digital FNOL low adoption

Customers who use digital First Notice of Loss (FNOL) tools show higher satisfaction with the claims process. Digital FNOL tools allow customers to submit a claim to the insurer through the insurer’s website or mobile app. Satisfaction is even higher when services such as scheduling an appraisal, notifying a store or confirming a rental car are provided. However, only 41% of digitally engaged customers report a claim using insurers’ websites or apps.

Managing expectations is critical

When regular updates are not provided through digital channels, customers are three times more likely to say that the claims process was slower than they expected, JD Power said. In contrast, they were almost twice as likely to say the process was faster than expected when presented with regular updates.

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