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P&C insurers struggling to keep pace with customer expectations, says J.D. Power

May 25, 2021

A survey conducted by J.D. Power has shown that overall customer satisfaction with insurers’ digital offerings hasn’t improved this year, despite industry-wide improvements in best-practice competency.

With an increasing amount of property and casualty (P&C) insurance customers, followed by the migration to more digital channels during the past year, expectations for a better user experience has grown and many insurers are struggling to keep up.

The study evaluates digital customer experiences among both P&C insurance shoppers seeking quotes and existing customers conducting typical policy-servicing activities.

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