The top insurance brands — when it comes to the online experience — are Geico, Humana and Kaiser, according to the Verint Digital Experience Index, a study by Verint Systems Inc. Next are Molina Healthcare, State Farm and USAA.
Breaking it down, Kaiser Permanente, Molina Healthcare, and Humana provide the best health insurance sites, and Geico, USAA, and State Farm are the leaders among property and casualty insurers.
The ratings are based on based on “customer satisfaction (CSAT) and Net Promoter Scores (NPS) calculated from a panel survey of 11,519 consumers fielded in June 2019,” Verint says.
The study also found that Google, PayPal, Netflix, and Amazon remain in place as the top tech sites, with Pinterest joining them this year in the top five.
Apparently, website preferences are based not only the content of the sites, but the ability to engage with the brands.
Of the consumers who came to health insurance sites, 53% contacted call centers, 29% emailed customer service and 16% used a chat service.
Among those who visited property and casualty sites, 59% reached out to call centers, 23% sent an email and 16% used chat.
The gathering of email addresses has to be a necessary component of continuing customer engagement.
Mobile is the preferred device for digital interactions. Bu tover a quarter of those who engage by mobile then contact a rep, even if they have accomplished their task via automobile app or on a desktop/laptop.
Almost 75% of property and casualty shoppers say price comparisons re important in making decisions, and brands that offer comparison tools draw higher satisfaction rates.
Nearly 50% would use a health brand app if it results in premium discounts or cash incentives. But filing claims via apps appears to be only now catching on.
50% might consider a vehicle tracking device in the next six months — if their privacy fears could be assuaged.
“Our new research on digital experience underscores that people expect and demand a seamless experience across all channels and touchpoints, and that digital has an impact on every channel,” concludes Shannon Latta, vice president at Verint ForeSee.