Property & Casualty Insurance Digital Audit

Corporate Insight recently developed the Property & Casualty Insurance Digital Audit to offer insurers a comprehensive tool for benchmarking their customer and prospect digital experience versus competitors’. The Audit assesses the full website and mobile experience, covering everything from obtaining a policy quote, to viewing policy information, to paying a bill and much more. It provides clients with a complete picture of the competitive landscape and an in-depth analysis of how their capabilities stack up against competitor offerings across more than 150 individual attributes. Along with our benchmarking assessment, clients who engage us for a Digital Audit receive scores/ranks for their firm and all firms in the study, gap analysis for their firm versus the industry, and personalized and actionable recommendations to address important weaknesses. To learn more about how our P&C Insurance Digital Audit service can help your firm create a better customer and prospect experience, please speak with your Corporate Insight Account Manager, or contact Erin Bosetti at 646-432-5483 or ebosetti@corporateinsight.com.

Property & Casualty Insurance Digital Audit Methodology

Audit Weightings
We surveyed over 1,200 P&C insurance website and mobile app users in March 2017, gathering input on the web and mobile features and services they value and use most. We use the results to create importance weightings that we apply to all Audit scores. This provides our clients with a more accurate view of their performance relative to client and prospective client digital preferences.

Audit Categories
The Property & Casualty Insurance Digital Audit evaluates websites and mobile platforms across seven distinct categories, which are broken down into 29 sub-categories and over 150 individual attributes. Our analysts use rigorous predefined criteria to grade all firms across all attributes. The result is an in-depth assessment that helps our clients set the right development priorities and ultimately deliver a better experience to clients and prospects. The Audit framework consists of the following categories and sub-categories:

  • Account Information
    • Alerts
    • Policy Details
    • Policy Documents

 

  • Account Servicing
    • Coverage Updates
    • Customer Service Communications
    • Self-Servicing

 

  • Billing, Payments & Claims
    • Billing
    • Payments
    • Claims

 

  • Help, Resources & Tools
    • Education
    • Help & FAQs
    • Locators
    • Tools & Calculators
  • Mobile
    • Account Information
    • Account Servicing
    • App Design & Usability
    • Authentication & Security
    • Billing & Payments
    • Claims
    • Devices & Platforms

 

  • Prospect Experience
    • Auto Insurance Quotes
    • Home Insurance Quotes
    • Product Information
    • Public Site Homepage

 

  • Website Design & Usability
    • Modernity & Ease of Use
    • Navigation & Information Architecture
    • Privacy & Security Information
    • Private Site Homepage/Dashboard
    • User Authentication