This report goes far beyond a basic heuristic evaluation or expert review, KLI’s methodology is unique because it incorporates consumer preferences. An important part of our analysis is a 500-person survey of smartphone owners in which they are asked to weigh in and identify the features and capabilities that they consider critical for a successful experience with the mobile site or app offered by their home/renter’s insurance company. KLI’s intent in creating this third-party syndicated report is to: 1. Provide consumer-driven data to help guide insurance companies as they prioritize features to implement. This guidance will be based on the results of a current consumer survey. 2. Summarize how the insurance companies differentiate themselves from their competitors through the capabilities and features that they offer.

1. The UX of Homeowners’ Insurance
July 10, 2018

2. 6 Columns Large Image Placement
HOMEOWNERS INSURANCE
In March 2018 we performed a survey of 500 people with
homeowner’s or renter’s insurance, covering the following company
distribution:
MOBILE COMPETITIVE REPORT

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1 of 5 respondents have their home or renter’s
insurance app installed on their phone

4. HOMEOWNERS INSURANCE
MOBILE ADOPTION
The significant changes in
weather conditions means
more insurance claims but,
mobile adoption for
homeowners insurance has
remained flat for the past 4
years.
But why?
Mobile APP adoption data from Key Lime Interactive’s Mobile Competitive Homeowners and Renters Insurance Report.
Raise of weather conditions in the US. https://www.ncdc.noaa.gov/billions/time-series

5. HOMEOWNERS INSURANCE
One of the biggest pain point hindering mobile
adoption is the long and complex process to
submit a claim from a mobile device. The mobile
experience for many apps are not optimized, user-
friendly, or robust.
The mobile experience for homeowners and
renters insurance should be easy and reassuring,
but the current industry offering has many
opportunities for improvement.
Farmers Liberty Mutual Nationwide
State Farm The Hartford
Allstate
Travelers USAA
MOBILE ADOPTION

6. HOMEOWNERS INSURANCE
The complete set of capabilities and functions makes USAA the best-in-class.
Some of these capabilities are; file claim from mobile app, upload photos of
damaged property, claims message center, receive alerts as the claim moves
through the process, view claims history, track open claims, and more.
CLAIMS FUNCTIONALITY
Others, like Farmers, The Hartford, and
Nationwide, only have the ability to track
claim status but to start a claim it
redirects to the mobile site. State Farm
recently added this capability to their
new redesigned app.

7. HOMEOWNERS INSURANCE
Out of the 8 companies, only USAA has
any sort of chatbot or CUI as an
automated help feature in their
homeowners’ insurance app.
The chatbot is able to process limited
natural language and bring the user to
the pages they are looking for. When a
user types in a keyword or a short
question, the chatbot will present a short
list of potential choices. If the user asks
the chatbot, for example, a settings to
they wish to change, the chatbot will
navigate to the page for the user.
TRENDING FEATURES
USAA
State Farm
Home Inventory
Chatbot
Of the companies we reviewed, only Allstate on Android and
State Farm on mobile website, have capability to inventory
home items. Home inventory on the mobile app is an
opportunity for companies to gain “stickiness” with their
customers.
Allstate
*On Auto Insurance, 2 out of 8 companies have a Chatbot. Similar to USAA’s virtual
assistant, Kate from GEICO helps users navigate simple tasks.

8. HOMEOWNERS INSURANCE
Two Homeowners Insurance apps have been redesigned in the last couple of months, State Farm and Nationwide.
REDESIGNED APPS
Redesign launch:
Jan 26, 18 (iOS + Android)
Redesign launch:
Feb 06, 2018 (iOS)
Dec 21, 2017 (Android)
*As of March 2018*As of March 2018

9. HOMEOWNERS INSURANCE
SMART HOMES & HOME INSURANCE - TRENDS AND INNOVATIONS
Some Home Insurance providers started partnering with Smart Home companies and devices for prevention. For
example, Roost current partners with USAA, Liberty Mutual, Erie Insurance, to name a few.
Roost believes that by partnering with them, insurers will save money by taking prevention methods in place.

10. HOMEOWNERS INSURANCE
SMART HOMES & HOME INSURANCE - TRENDS AND INNOVATIONS
Others have added skills to the Amazon Alexa device. For example: Farmers Insurance, Nationwide, Liberty Mutual,
among others.
"Alexa, Ask Farmers what is the
status of my claim"
"Alexa, Ask Farmers how to file a
claim"
"Alexa, open Nationwide."
"Alexa, ask Liberty Mutual for
home tips"
"Alexa, ask Nationwide about
primary coverages."
"Alexa, Ask Farmers how do I
pay my bill"

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Ultimately, Smart Homes will help early detection and prevention
and ultimately save insurers money.
SMART HOMES IS THE
FUTURE OF HOME
INSURANCE
For the full report on Property Insurance, including Trends and
Innovations in mobile, item-by-item results from the 24 feature card sort,
best-in-class summaries, complete site ranking and more, contact
sales@keylimeinteractive.com

12. HOMEOWNERS INSURANCE
Overall Company Score over the years: March 2015 - March 2018
HOMEOWNERS INSURANCE MOBILE COMPETITIVE INDEX