Geico scores first overall in mobile: Keynova

GEICO is first overall for digital customer experience in the Q1 2024 Mobile Insurance Scorecard from Keynova. State Farm scored second and Progressive was third overall. 

Keynova Group, a financial services intelligence firm specializing in benchmark insights, evaluates the mobile offerings of the top 12 auto and property insurance carriers for the Mobile Insurance Scorecard.

State Farm also scored first in app and third in mobile web. Progressive scored first in mobile web and tied with Allstate for third in app. 

Insurance carriers are improving the efficiency of claims by adding accident detection, roadside assistance options and tools like GPS mapping, according to the findings. More than 80% of the evaluated carriers have made improvements to their mobile claims or roadside assistance services over the past six months. Two-thirds of carriers also offer mobile damage inspection for vehicles and about 60% offer mobile property damage inspection options. 

Beth Robertson, managing director of Keynova Group, told Digital Insurance:

“As part of an ongoing strategy to improve claims handling and the related policyholder experience, carriers are building out their suite of mobile capabilities to support in-the-moment actions. Telematics tools are being enhanced to encompass accident-detection that can reach out for medical or police assistance or start the first notice of loss process. Additional advances in claims interfaces assist users by providing key coverage information when filing a claim, enabling mobile scheduling and rental car reservations, offering mobile photo damage inspections, and providing detailed information and tracking for roadside assistance needs.”

Almost all of the insurance carriers have made improvements to app login screens to provide easier access for policyholders seeking customer service, quoting, roadside assistance and ID cards. Three-fourths of carriers now offer policyholders the option to store their ID card in a mobile wallet. 

The scorecard evaluates the mobile channels of Allstate, American Family, Erie Insurance, Farmers Insurance, GEICO, Liberty Mutual, Nationwide, Progressive, State Farm, The Hartford, Travelers and USAA. 

Progressive scored first in online user experience, according to the results of Keynova’s Q4 2023 Online Insurance Scorecard.