The Hartford continues to be first in digital customer experience, according to Keynova's 2024
Small commercial insurance carriers are prioritizing disaster preparedness and recovery options to support small businesses, according to the results. Three websites, The Hartford; State Farm and Travelers, include weather-specific content like evacuation planning and tools for businesses. Eighty percent of carriers suggest actions companies can take to prepare for a catastrophic loss.
Twenty percent offer digital inspection tools for property damages and half of carriers have online or mobile claims filing options for business owners' policies and business property policies, according to the scorecard. Seventy percent of the analyzed carriers offer digital submissions for commercial auto insurance claims.
Beth Robertson, managing director, Keynova Group, told Digital Insurance in an email: "There are two primary areas in which insurers implemented changes for small business policyholders over the last year. The first affects claims handling where more than half of the reviewed firms now enable digital filing of commercial auto claims, document next claim steps and related actions, and offer a preferred provider tool such as for damage repairs or medical providers.
"Carriers are also enhancing account security measures for business accounts using options such as multi-factor authentication for unknown device logins or as a recurring capability, supporting session timeout within 15 minutes of idle, and displaying the last date and time of login on the authenticated landing page."
The scorecard analyzed the small business insurance offerings in the U.S. of Allstate, Chubb, Geico, Hiscox, Liberty Mutual, Nationwide, Progressive, State Farm, The Hartford and Travelers. The assessment is based on compiled research, observations and a matrix of nearly 300 criteria.
More findings to note:
- Only 20% of carriers offer policyholders servicing options for personal lines and business policies on a mobile app.
- None of the carriers support a servicing app specifically for small commercial policyholders.
- Half of small commercial carriers have a telematics app for commercial auto policyholders.
