Insurance carriers are using digital content to support policyholders around natural disasters, according to Keynova Group.
Progressive continued to rank first in online user experience in Keynova's
USAA ranked second in the Scorecard. State Farm and The Harford tied for third.
The results suggest insurers are prioritizing content around disaster preparation and recovery. Carriers have also continued to expand digital education resources and improve sites for better policy management.
Beth Robertson, managing director, Keynova Group, told Digital Insurance in an emailed comment:
"Carriers are using their websites and mobile apps to share detailed planning guides for different types of natural disaster events to help policyholders understand the details of preparing their property, having back-up documents and records in order, and having an emergency escape plan for their family members and pets," Robertson said. "These digital channels can also assist consumers in filing claims, working with legitimate contractors, and identifying sources of assistance as they recover from a catastrophe."
More findings to note:
- Two-thirds of carriers provide online information related to preparation and recovery from weather-related natural disasters.
- One third of carriers offer videos around catastrophe preparedness, recovery and emergency response.
- Forty-two percent offer search and navigation to help policyholders quickly locate relevant articles, tools, or FAQ responses.
- Most carriers now support online policy changes, one-third provide an overview of the change process and a time estimate for the change. Half have integrated an advice tool to explain policies.
