Here are other key findings from the J.D. Power 2019 study:
- Customers are often much happier with well-designed mobile apps than those who use a website via desktop computer or smartphone to interact with their insurance company. Overall, customer satisfaction with mobile app service experience is 12 points higher than last year.
- Right now, 74 percent of insurance companies evaluated in the study offer the ability to access and manage policy and claims information via a mobile app.
- Insurers aren’t terribly resourceful about their web sites’ digital capacity compared websites in other industries. They often fall short on areas including expanded self-service tools, integrated digital communications functionality and contextual insurance information, according to the report.