Damage insurers are continuing their virtual assistants, according to a report via Keynova.
Keynova Group, a monetary intelligence firm specializing in benchmark information, has released its Q3 2023 Mobile Insurance Dashboard, which evaluates the online mobile page and mobile app offerings of the 12 largest U. S. property and casualty insurance companies. U. S.
Geico ranked first overall in mobile experience, apps and mobile web. State Farm ranked second overall and in cellular applications. Progressive and State Farm are tied for third place on the mobile web. Progressive finished third overall. Farmers ranked third in mobile applications.
The report analyzes user roles and live visitor experience to identify trends and practice virtual features. The score is based on an evaluation of approximately 250 objective criteria.
The report suggests that operators are focusing more on optimizing virtual quotes, however, Nationwide recently suspended all cellular quotes.
Beth Robertson, chief executive of Keynova, believes the nationwide withdrawal of virtual listings was notable, but probably won’t last.
“I don’t think it’s a permanent setback, it’s just happening at the same time that companies, coupled with Nationwide, are making great strides in using virtual tools . . . I think they’re just reevaluating and proposing more physically powerful solutions and capabilities,” Robertson said.
Digital assistants do not use natural language processing, yet 83% of companies offer them in the mobile browser and 58% offer one in the app.
“We’re starting to see some use of herbal language processing, but it’s not as complicated as what you might see in some banks,” Robertson said. “They can be used to carry out more responsibilities and as an interactive skill to troubleshoot connection problems or record claims. . . I think we’re seeing more flexibility in terms of what they can do. “
Operators are also introducing virtual assistants that can vocalize answers or answer queries in Spanish. The most common option is a visitor number.
“We’re seeing more translations of content from public sites, especially data on insurance coverage. There’s less translation of content from secure sites, but Geico lately offers it, though not for claims, but we expect that to happen,” Robertson said. “I think we’re going to see alerts that can be decided and broadcast in Spanish. That’s all we’re seeing some banks doing. “
Digital Insurance has named 15 winners for this year’s Women in Insurance Leadership Award and five winners for Women in Insurance Leadership: NEXT, identifying the next generation of leaders who will continue the virtual transformation of the industry. You can check those profiles here.
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More and more operators are offering virtual assistants in their browsers and mobile apps, according to the Mobile Insurance Scorecard for the third quarter of 2023.
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