P&C | May 30, 2022
Rising rates have overwhelmed the simplified user experience, smooth customer service, and enhanced navigation that were intended to define the digital revolution of the property and casualty (P&C) insurance industry—and boost consumer happiness. The J.D. Power 2022 U.S. Insurance Digital Experience StudySM released, shows that even though insurers have put a lot of money into websites and mobile apps for customers, customer satisfaction with insurers' digital services is going down this year.
Although insurers keep upping the ante on technology, improvements are being offset by frustration among customers who are going online to shop for a better rate—and not finding one. We’re also seeing a clear trend in which more than half of digital insurance shoppers choose not to use digital tools or educational resources to help them through the shopping process. This further exacerbates the decline in customer satisfaction.”
Robert M. Lajdziak, Director of Insurance Intelligence at J.D. Power.
The research, which was updated this year, assesses digital consumer experiences among both P&C insurance purchasers seeking quotations and existing customers performing routine policy-servicing tasks. The study looks at four elements that affect the functionality of desktop, mobile web, and mobile apps: ease of navigation, speed, visual appeal, and information/content. Corporate Insight, a renowned provider of competitive intelligence and user experience research to the financial services and healthcare industries, collaborated on the project.
Key findings of the 2022 studies are as follows:
Customer satisfaction with the P&C insurer's digital purchasing experience is only 499 out of 1,000, down 16 points from a year ago. Overall, customers are satisfied with their digital service experience at 705, down one point from 2021. Customer dissatisfaction with escalating rates and the inability to obtain premium cost relief by searching for a new policy is driving the fall in shopping satisfaction.
Digital shopping tools, which help insurance consumers find discounts, policy details, and specific coverage or unique advantages, are linked to a satisfaction rise of 137-211 points, depending on which shopping tool is utilized. However, during their quotation requests, 54% of insurance shoppers did not use any shopping tools.
The study reveals considerable discrepancies in mobile app performance when it comes to account service. The average satisfaction score for the top 25% of respondents who use a mobile app is 885, which is much higher than any other channel. However, satisfaction with a mobile app among the bottom 25% of respondents drops 358 points to 527.
Traditional insurers and digital native InsurTech firms both have similar levels of consumer satisfaction with digital account servicing. Traditional carriers make up the difference with better information/content and access to human support when customers need it. While InsurTechs outperform on speed and visual appeal metrics, traditional carriers make up the difference with better information/content and access to human support when customers need it.
Inszone Insurance Services | July 22, 2022
Inszone Insurance Services, a rapidly growing, national provider of benefits, personal and commercial lines insurance, announced today the acquisition of B-W Insurance Agency, LLC.
B-W Insurance was founded in 1984 by Bev Watenpaugh who entered the insurance industry after a successful professional career operating her own preschool. The agency was created to provide needed insurance for the more difficult driver and property owners. With the addition of husband Gene Watenpaugh and daughter and current owner Kim Steffen, this family-owned agency grew in the commercial space, supporting a diverse range of business industries. B-W Insurance was able to harness the power of word-of-mouth, as happy customers referred their friends and family to the agency and helped fuel their growth.
“We are excited to bring B-W Insurance into the Inszone Insurance family, Through our acquisitions our agency has grown rapidly within the state of Colorado, we look forward to continuing to serve the state and provide additional resources and insurance options to protect all customers.”
Norm Hudson, CEO of Inszone Insurance Services
Inszone Insurance is expected to announce several acquisitions as well as new locations in the upcoming months.
About Inszone: Founded in 2002 and headquartered in Sacramento, California, Inszone is a full-service insurance brokerage firm which provides a broad array of property & casualty insurance, along with employee benefits solutions. With a strong, experienced management team, Inszone continues to grow organically, as well as through acquisitions. With 30 locations across California, Arizona, Nevada, Utah, Colorado, Missouri, Texas and Illinois, the company is looking to further expand throughout the United States.
Schneider Electric | June 20, 2022
Schneider Electric, the global leader in energy management, automation, and digital transformation, announced the launch of Cybersecurity Solutions for Buildings. This solution assists all building customers in securing their building management systems (BMS) to protect their people, assets, and operations. The collaborative solution with Claroty, a security company for cyber-physical systems in industrial, healthcare, and commercial environments, will combine award-winning technology with Schneider Electric industry expertise and services to identify all facility-wide assets, deliver unparalleled risk and vulnerability management capabilities, and provide continuous threat monitoring to protect enterprise investments.
By 2050, it is expected that half of today's buildings will still be in use. This is causing commercial buildings to digitize their assets, including updating their building management system. Indeed, IoT technology for buildings is expected to grow from 1.7 billion connected devices at the end of 2020 to more than 3 billion by 2025.
The integration of IoT in buildings is sparking an exciting shift across the sector, but like with any innovation, it also presents new risks, For threat actors looking to disrupt operations, benefit financially and/or achieve other objectives, and in so doing to put individuals at risk, buildings can appear to be the perfect target. It is with this in mind that we are partnering with Claroty to bring our customers a comprehensive, industry-leading solution that meets the unique security and operational risks facing buildings of today and of the future.”
Annick Villeneuve, Vice President Digital Enterprise Solutions, Schneider Electric.
Schneider Electric and Claroty's Cybersecurity Solutions for Buildings offer includes the following steps: asset discovery, risk assessment, remote access control, threat detection, and response. It will provide building owners, facility operators, and security teams with a simple solution that identifies baseline risks, reduce both cyber and asset risks and identify and remediates threats in their environment before service interruption.
Schneider Electric's core mission in developing Cybersecurity Solutions for Buildings for our customers remains unchanged: by improving the resiliency of their buildings today. In the future, through an enhanced cybersecurity posture with the right technology and expertise, Schneider Electric works hand-in-hand with our customers as their digital partner for sustainability and efficiency, assisting them in making the most of their investments.