The eighth annual P&C Insurance Monitor Awards Report highlights the best digital capabilities offered by insurers in five key areas: Public Site Homepages, Policyholder Site Homepages, Bill Pay, Homeowners Quote Tools and Mobile App Roadside Assistance. We provide best-in-class examples for each of the topics covered and explain why we consider these offerings to be industry leaders.

1. ANNUAL P&C INSURANCE
MONITOR AWARDS
P&C Insurance Monitor
MONITOR AWARDS REPORT PREVIEW
December 2019

2. CONTENTS
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Introduction
Medal Winners
Overview and Contact
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3. INTRODUCTION
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4. The eighth annual P&C Insurance Monitor Awards Report highlights the best digital capabilities offered by
insurers in five key areas: Public Site Homepages, Policyholder Site Homepages, Bill Pay, Homeowners
Quote Tools and Mobile App Roadside Assistance. We provide best-in-class examples for each of the topics
covered and explain why we consider these offerings to be industry leaders. We distribute gold, silver and
bronze medals based on the quality of exceptional content offerings, provide examples and explain why we
consider these features to be industry best practices.
The gold medal is reserved for the most robust and digital features—those that most closely achieve the ideal
combination of important features and intuitive functionality. The silver medal recognizes elements that offer
great value but lack some of the outstanding qualities of the best firms. Lastly, the bronze medal recognizes
strong services that nevertheless do not meet the highest standards in the respective category. Our analysis
focuses only on specific attributes and does not attempt to rate the overall quality of the sites or apps that we
review. Excellence in select areas may earn firms some distinction in this report, but readers should keep in
mind that medals are awarded for individual categories and are not intended as general endorsements.
P&C Insurance Monitor Awards
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5. Categories overview
• Public Site Homepages
• Policyholder Site Homepages
• Bill Pay
• Homeowners Quote Tools
• Mobile App Roadside Assistance
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Promote your firm’s 2019 Monitor Awards!
CI is happy to assist all award-winning firms in promoting their honors.
For more information, contact us at INTEREST@CorporateInsight.com.

6. GOLD MEDAL WINNERS
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7. Whether greeting potential new customers or welcoming returning policyholders, public homepages play an
essential role in a website’s overall user experience and are always included in our annual awards report.
The homepage is the initial interface users encounter and therefore must represent the firm’s brand and
values. It also serves as a navigational hub to access product information, quote tools and safety resources,
in addition to policyholder login and account servicing capabilities. Homepages need to deliver digestible
content to users and effectively guide them to additional information.
Public Site Homepages
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American Family repeats as the gold medalist in this category based on the strength of a
well-organized public site homepage that includes an embedded quote tool within the top
banner, quick links for returning policyholders and a gray, red and blue color scheme that
matches the firm’s branding. The homepage highlights key products and discounts. It also
provides links to the firm’s wealth of educational resources, including tools, articles and
calculators. Policyholders can log in from the Sign In/Up link, and the main navigation
menu links load flyout menus with clearly delineated subsection menus.

8. The policyholder site homepage is a pivotal aspect of the online experience and another traditional category
in our awards reports. Policyholders expect to be able to view essential account information such as their
policy numbers and premium amounts. The homepage is also important from a navigational standpoint, as it
allows customers to access policy, billing and claims information quickly. We evaluate the policyholder site
homepages’ overall presentation and balance between the layout, navigation system, account information
and customer service support. Based on new data from our P&C Consumer Survey, we place an additional
emphasis on the depth and extent of policy information and the presentation of coverages and benefits.
Policyholder Site Homepages
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Liberty Mutual wins its fifth consecutive gold medal in this category on the strength of its
balanced homepage that seamlessly links to key account management activities. The firm
updated its policyholder site last year, implementing a modernized, tiled design with clean,
white background. The firm provides a healthy amount of account information, navigation
outlets and promotional elements. It prominently places payment details and claim
information in dedicated tiles at the top of the page. Policies tiles below display the
account number, policy period, total premium and insured address, drivers or vehicles, and
include links to view or edit their policies and access documents.

9. Our P&C Consumer Survey revealed that “making a premium payment” was the most common reason
policyholders log in to their accounts, mandating this category’s return to our annual awards report after a
two-year absence. Medalists in this category excel in allowing policyholders to seamlessly complete a bill
payment online. We cover one-time payment processes, noting customizable options such as the method,
effective date and amount. We also examine the enrollment process for automatic payments in addition to
quick pay functionalities that do not require policyholders to log in. Lastly, we look at the transaction
archives on the policyholder site, noting the length and the level of detail provided.
Bill Pay
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GEICO repeats as the gold medalist thanks to its comprehensive Payments section,
seamless payment interface, robust online automatic payment options and easy quick-pay
options. Customers can quickly access payment information from a multitude of
homepage quick links in addition to a Payments main navigation flyout menu that offers
two columns of links: Payments and Bills. The firm offers a streamlined one-time payment
interface that displays the last payment amount and date or customers’ next scheduled
payment, if enrolled in automatic payments. Policyholders can customize all aspects of a
future payment, including the payment amount, payment account and processing date.

10. This category returns to the awards report this year after a two-year hiatus. In order to capitalize on
prospects’ online shopping habits, insurers must make their quote tools easy to find and stress-free to
complete. Our analysis considers the questions asked and final recommendations provided. To perform our
research, we go step-by-step through the quoting process, assessing the overall user experience, evaluating
the interface design and recording available help features. Unique resources such as policy coverage
recommendations or common claim scenarios that help illustrate how coverages and deductibles work also
factor into our review. We also conducted in-person user experience testing at our on-site lab and factored
respondent preferences into our grading methodology for this category.
Homeowners Quote Tools
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USAA repeats as the gold medalist in this category on the strength of a tool that excels for
its depth of data collection, smooth integration of help features, use of imagery and well-
organized final quote page. The tool begins with a useful Insurance Quote for Your
Property page that informs users how long the quote will take and what information they
need to have on hand during the quote process. The Final Quote page displays the
monthly price with the yearly cost below and labels it as the firm’s suggested policy.
Importantly, USAA delves into necessary details during the quoting process but does not
overwhelm users with myriad steps or required inputs.

11. Making its debut as a category in the awards report, roadside assistance is a pivotal component of the
services umbrella that insurers provide customers. When policyholders’ cars malfunction or run out of gas,
they expect prompt, competent help from their insurers. Firms that successfully support their customers in
stressful situations stand to secure their loyalty and goodwill. It is critical that firms make roadside aid
content easily findable and offer intuitive transaction interfaces. Medal winners in this category offer
resources that go beyond a baseline level roadside service and further aid policyholders through educational
resources and unique tools.
Mobile App Roadside Assistance
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Allstate ranks as the coverage group leader for its easily findable, comprehensive
roadside services. Roadside content is findable from pre- and post-login home screen
quick links in addition to a main navigation menu link. Notably, minimal differences exist
between the authenticated and guest experiences; some vehicle and driver details are
prefilled if users are logged in. The firm goes beyond straightforward roadside assistance
services, as the app also includes Roadside Tools and valuable Accident Support within its
Roadside Assistance section.

12. OVERVIEW AND CONTACT
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13. Corporate Insight delivers competitive
intelligence, user experience research
and consulting services to the nation’s
leading financial, health and
philanthropic institutions. As the
recognized industry leader in customer
experience research for over 25 years,
we have been the trusted partner to
corporations seeking to improve their
digital capabilities and user experience.
Our best-in-class research platform and
unique approach of analyzing the
actual customer experience help
corporations advance their competitive
position in the marketplace.
About CI
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14. Justin Suter
Senior Analyst
646 929 5155
jsuter@corporateinsight.com
Emma Stevenson
Research Associate
646 876 7544
estevenson@corporateinsight.com
Contact us
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