How insurance carriers will streamline apps in 2023

Just as in most other areas of a consumer's life, mobile is now a central component of policyholder insurance servicing. Carriers are using mobile to acquire, service and retain policyholders, and advances that drive value for consumers help position carriers as long-term, vital partners. No longer a supplementary mode for accessing only core policy information, mobile apps that integrate telematics tools and offer streamlined claims servicing will help drive policyholder engagement in 2023. Based on Keynova Group's 2022 Mobile Insurance Scorecards, there are three trends to watch in leading insurers' mobile apps.

Telematics are driving streamlined claims filing and added savings

The use of telematics is extending beyond safe-driving assessments and usage-based discounts into claims. One-third of the top 12 U.S. insurance carriers now offer accident-detecting telematics capabilities. This includes Allstate, Farmers, GEICO and USAA, and, new in 2022, Allstate and GEICO integrated these systems directly into their primary servicing apps to integrate key policyholder information and to reduce the number of steps in the claims process. These expanded telematics tools – which we expect to see more of in 2023 – can detect an accident, connect the driver with roadside assistance services, and help launch and prefill claims information. By recording accident-related data including location, date and time, speed, driver, and driving behaviors, telematics facilitate claims filing for policyholders and will continue to reduce both the investigative time and related resourcing required of carriers. 

More integration of carrier and vehicle telematics tools coming

In addition to the expanded introduction of accident-sensing telematics in the coming year, look for an increasing number of integrations with vehicles' telematics systems. For example, State Farm and Ford have recently teamed up to incorporate State Farm's Drive Safe & Save program with specific eligible connected Ford and Lincoln vehicles to encourage further leveraging of telematics services. The combination of vehicle and carrier telematics can enhance the claims process by deepening the ability to identify the specific implications of an accident on needed vehicle repairs or to detect when a vehicle's systems may have contributed to an accident. Further, telematics integrations will be used to pinpoint and track vehicle maintenance and to identify potential telematics-related fraud. For example, Allstate has recently filed a patent for a solution that uses a vehicle's data to authenticate the measurement information provided to carriers' telematics programs.

Improving mobile claims capabilities will continue to enhance the servicing experience

Carriers are also implementing useful self-servicing tools to accelerate the claims process and reduce the need for in-person support. Today, 50% of the leading carriers reviewed by Keynova Group offer streamlined mobile claims forms that include features like GPS prefill and mapping, calendar and picker tools, and picture scan and upload. These enhancements not only make it easier for policyholders, but the mobile transformation of these processes also aid carriers' ability to cohesively document the information. Another 42% of carriers provide pertinent coverage information, such as the deductible amount and whether rental reimbursement is available, in the mobile claims interface so policyholders have a quick reference source. Another area to watch for continuing enhancements is claims payments – especially with more consumers using digital payment options. Forty percent of leading carriers currently enable policyholders to select their preferred payment option from within the mobile claims interface, and one-quarter of carriers now offer claims compensation via alternatives such as Zelle, PayPal or Apple Pay.

What's next in 2023? Mobile servicing will continue to be at the forefront of carriers' digital development, so look for more intuitive mobile claims enhancements to come to the market next year. Also, we will be watching for developments in virtual assistants as carriers take a page from banks to further innovate mobile claims and servicing processes beyond chatbots through personalized and conversational artificial intelligence.