It found that during 2021, just 40% of claimants interacted with an estimator through a digital channel, and only 47% made a claim through a website. “…None of the most important key performance indicators are achieving even a 50% success rate and adoption remains stubbornly low,” the report states. Claims Digital Experience Study, released Dec. It reported that only 11% of customers fully utilized digital channels for all major steps of the claim process: digital first notice of loss (FNOL), digital estimation and mobile apps or web channels for status updates.Ī low rate of adoption of digital tools by consumers affected the entire P&C field, including auto insurance, J.D. Most claimants were not making use of the digital tools available, the study said. It reported that overall customer satisfaction with homeowner insurance property claims fell to 871 on its 1,000-point scale, a five-year low. Greater complexity in the claims process contributed to a drop in nearly every insurer’s scores, J.D. That disconnect creates a major drag on customer satisfaction,” Garrett said. Unfortunately, these digital tools are not always meeting expectations, resulting in support staff needing to get involved.

“Digital tools were a pivotal part of the process as customers increasingly turned to digital channels by submitting photos to assist in the estimation process and were far more willing to use the tools for status updates. “Longer cycle times, material shortages and personnel availability put added pressure on insurers to keep customers informed and expectations managed. “Insurers really struggled last year, partly due to circumstances beyond their control,” Mark Garrett, director, insurance intelligence at J.D. Those include the perceived inadequacy of photo estimating tools. Though that study is focused specifically on homeowners’ insurance, it offers a look at the causes behind consumers’ dissatisfaction with digital claims processes. 28, found that “slower cycle times and growing pains associated with transitioning to digital servicing channels caused overall satisfaction scores to decline to a five-year low.” Property Claims Satisfaction Study, released Feb. Problems with the transition to digital services are contributing to consumers’ dissatisfaction with their insurance companies, while consumer adoption of the new technology remains “stubbornly low” in the property and casualty (P&C) field, according to two recent studies by J.D.

2nd shift dissatisfied