As the demand for mobile access across financial services continues to proliferate, life insurers must continue to improve their mobile offerings so that clients can perform transactions and account services on the go. Currently, all firms in Corporate Insight’s Life Insurance Monitor coverage group offer either an app or a mobile responsive site, with 10 firms offering both. However, the functionalities offered vary greatly as some mobile interfaces offer the same information and capabilities as on the desktop versions while others present limited information and capabilities.
The 2017 Life Insurance Monitor Awards Report recognizes the mobile trend with the inclusion of the Client Mobile Capabilities category for the second year in a row. We award medals to firms that allow a range of account services and transactions through a mobile-friendly site, fully responsive site or mobile app. USAA, AXA and State Farm each medal for the second year running, despite fiercer competition, for their user-friendly mobile interfaces, which present uniformity across platforms, ensuring a seamless experience regardless of the device used.
USAA earns the gold medal due to its comprehensive mobile app and stellar dedicated mobile site. In particular, the app stands out for its advanced security features and help resources, including multiple biometric login options and an automated assistant that allows clients to receive answers to FAQs and call the appropriate customer service line. The app also excels at providing the necessary life insurance account information and transactional capabilities. Clients can accomplish similar tasks on the firm’s mobile site and additionally access educational resources.
USAA Mobile App Login, Help and Account Details Screens
AXA earns a silver medal for its fully responsive private site and a valuable mobile app on which clients can make premium payments, edit profile information, transfer funds, change allocations and view an extensive range of policy information. Similar to USAA, AXA’s clients benefit from clear design uniformity, but the firm falls just short of the gold due to its failure to match USAA’s comprehensive security features and automated assistant offering.
AXA Mobile App Home, Policy Details and Navigation Menu Screens
State Farm receives a bronze medal thanks to thorough capabilities offered on both a responsive private site and the firm’s Pocket Agent mobile app. The layout and design of the app largely mimic that of the responsive desktop sites, providing noteworthy cross-platform uniformity. The app stands out for providing many resources before the login, the ability to log in with Touch ID and a streamlined payment process, but it does not achieve a higher ranking due to its lack of policy information and contract details.
State Farm Mobile App Pre-Login, Bills & Payments and Profile & Preferences Screens
For detailed analyses of the report’s five additional categories, including public site homepages and navigation, public educational materials, client account information, advisor sales and marketing materials, and publicly accessible advisor information, access the full Life Insurance Monitor Awards Report through our client portal, or visit our website to learn more. To access a free slide deck highlighting all gold medal winners, click here.