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2017 Monitor Awards Gold Winners: P&C Insurance

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Corporate Insight is pleased to present our sixth annual Property and Casualty Insurance Monitor Awards, in which we highlight the top features on websites and mobile apps among our coverage group. This year, we benchmark industry leaders across six critical, high-level categories, awarding gold, silver and bronze medals based on how well firms meet our criteria.
We reserve the gold medal for site or app features that offer an exceptionally valuable service in an efficient, logical design. We present the silver medal for features of similar value with a few small drawbacks. Finally, we award a bronze medal for those features that are admittedly imperfect but still offer clients a noteworthy service. In this slide deck, we highlight the gold medal winners across all categories.

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2017 Monitor Awards Gold Winners: P&C Insurance

  1. 1. P&C Insurance Monitor 2017 Gold Medal Winners
  2. 2. Corporate Insight provides competitive intelligence, consulting and user experience research to the nation's leading financial, health and education institutions. For more than two decades, the firm has tracked technological developments in the end-user online experience, identifying best practices in online financial services and investing, mobile finance, social media and other emerging areas. Corporate Insight offers subscription-based Monitor services in 15 verticals, including banking, healthcare and alumni relations, along with custom research, digital capabilities audits, special studies, user research and other consulting services. The firm helps its clients—including 70% of the financial services firms in the Fortune 500—to remain at the forefront of industry trends and improve their competitive position. About CI 2 Connect with CI
  3. 3. Corporate Insight is pleased to present our sixth annual Property and Casualty Insurance Monitor Awards, in which we highlight the top features on websites and mobile apps among our coverage group. This year, we benchmark industry leaders across six critical, high-level categories, awarding gold, silver and bronze medals based on how well firms meet our criteria. We reserve the gold medal for site or app features that offer an exceptionally valuable service in an efficient, logical design. We present the silver medal for features of similar value with a few small drawbacks. Finally, we award a bronze medal for those features that are admittedly imperfect but still offer clients a noteworthy service. In this slide deck, we highlight the gold medal winners across all categories. We evaluate each site or app independently and award all firms that meet or exceed our expectations for each category. This practice highlights where the insurance industry is succeeding in the development of innovative, digital-based features. Our analysis focuses only on specific attributes and does not attempt to rate the overall quality of the sites or apps that we review. P&C Insurance Monitor Awards 3 Connect with CI
  4. 4. Category Overview Public Homepages Private Homepages Mobile App Dashboards Mobile App Features Auto Quote Tools Promote Your Firm’s 2017 Monitor Awards! Corporate Insight is happy to assist all award-winning firms in promoting their honors. For more information and for examples of past promotions, contact us at pr@corporateinsight.com. Online Billing Statements
  5. 5. Medal Chart 5 Connect with CI
  6. 6. Whether greeting potential new customers or welcoming returning clients, public homepages play an essential role in the overall user experience of a website. The first screen of the public site, the homepage represents the firm’s brand and services. We look at how firms present their products and services, valuing responsive, well-organized homepages. The homepage serves as a navigational hub for access to product information, quote tools and resources, as well as client login and account servicing capabilities. Public Homepages 6 For the second year in a row, Farmers earns a gold medal for its clean and concise public homepage. In March, Farmers revamped its public homepage design and navigation system, simplifying the main menu and promotional content, including a series of wide-margin banner images and a 10-product icon carousel. © CORPORATE INSIGHT
  7. 7. Private Homepages 7 As the landing page for authenticated clients, the private homepage is a pivotal aspect of the client online experience. Clients expect to be greeted with key account information, such as policy number and premium amount, in a visible area on the homepage. The homepage is important from a navigational standpoint, as it allows customers to access policy, billing and claims information quickly. Similar to the public homepage, we evaluate the private homepage’s overall presentation and balance between the layout, navigation system, account information and customer service support. © CORPORATE INSIGHT Liberty Mutual repeats as a gold winner for its well- organized, detailed private homepage. The firm modernized the design by implementing a clean, white background and removing blue borders to reduce clutter. The well-balanced homepage provides a healthy amount of account information, navigation outlets and promotional elements.
  8. 8. Mobile App Dashboards 8 As consumers continue to turn to their mobile devices to monitor and manage their policies, it is increasingly important that firms build robust mobile apps, starting with the client home screen. As the primary screen of the mobile app, it welcomes clients and aims to address their needs with high-level account details and functionality. The navigation structure is another important component of the app as clients primarily rely on the main menu to access key areas. In this category, we examine the client dashboards, specifically the home screen and navigation structure, on the firms’ core mobile apps. © CORPORATE INSIGHT Esurance wins a gold medal for its mobile app client dashboard, featuring a healthy balance of account information and navigation options. Esurance’s mobile home screen features a tile format to organize content that includes high- level account information as well as buttons and quick links to related screens and functions.
  9. 9. Mobile App Features 9 This year, we have tailored this category to assess the client assistance features and educational resources within the mobile app. We evaluate the breadth of in-app tools to assist and educate clients regarding policy-related and customer service items, including virtual assistants and calculators. We also focus on the one-touch assistance features offered outside of the app for the mobile device, such as widgets and 3D Touch menus. © CORPORATE INSIGHT USAA receives top honors in this category for its all- encompassing mobile app with an extensive collection of servicing and help resources, including car buying services and home value tracking. Each category features a series of tools to educate members in their decision making, such as the Affordability Calculator and a Vehicle Value Tool.
  10. 10. Auto Quote Tools 10 Shopping for auto insurance intuitively starts on an insurer’s public site with an auto quote tool. As quotes are the primary point for attracting potential new clients, it is vital for firms to create easy-to-use yet detailed tools that encourage users to get a price estimate and ultimately to purchase a policy. In this category, we examine the auto quote tools, considering the questions asked and the final recommendations provided. We go through the step-by- step quoting processes, assessing the overall design user experience. We also evaluate the help features, such as live chat tools, and unique resources, such as coverage recommendations. © CORPORATE INSIGHT The gold medal goes to Allstate for its modern, streamlined auto quote tool. The three-step quote tool includes questions for telematics services and ridesharing participation. The tool pulls the registered vehicles and current insurance details to expedite the process. Allstate offers an array of help features, including proactive live chat and local agent contact information.
  11. 11. Online Billing Statements 11 Billing statements offer a detailed view of the current payment as well as, ideally, the payment history and future payment schedule. The bills also provide instructions for how to make a payment or to establish a payment plan. This category looks at the billing statements that are available on the private site. We primarily focus on each statement’s overall presentation and the quality of billing details. We evaluate the promotional imagery and messaging incorporated within the statements to highlight the firms’ products and services. Primarily, we consider accessibility, layout, design, and document content. © CORPORATE INSIGHT Liberty Mutual wins a gold medal for its attractive and well-organized billing statement. The firm recently updated its billing statement design by more prominently highlighting the current payment information in a yellow border, implementing additional color elements and adding a Payment Plans section.
  12. 12. 12 Connect with CI Senior Analyst Property & Casualty Insurance Monitor 646-751-6970 lroncevic@corporateinsight.com Lauren Roncevic Contact Us

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