Digital Claims Way Up Amid Pandemic

Use of digital channels in claims is up 18 percent.
November 3, 2020

J.D. Power’s U.S. Claims Digital Experience Study reveals that property and casualty insurance policyholders’ use of digital channels in claims is up 18 percent over the past three years, and customers who use them report higher satisfaction levels. That represents a major increase from 2017, when the company reported that customers were slow to adopt digital interactions and if they did, satisfaction levels were actually lower when they did.

A big component of this study’s reported lift comes in the mobile channel, where customers who scheduled vehicle repairs through the insurer’s mobile app is 909 on J.D. Power’s 1,000-point scale. Overall satisfaction is 872. In a separate auto claims study, J.D. Power notes that the 22 percent decline in claims frequency over the course of the pandemic has given those carriers an opening to improve their digital interactions.


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