Following a stellar first quarter of 2018, property and casualty insurance firms continued to innovate in the second quarter by embracing the latest technology, employing dramatic design updates and improving accessibility on mobile platforms.
April was an important month for mobile app features, as two firms in our P&C Insurance Monitor coverage group sought to improve mobile accessibility and accommodate the latest technology. Esurance added a new widget to its mobile app, allowing clients to quickly access Payments, Roadside, ID Card and Fuelcaster screens from the iPhone notifications screen. MetLife became the latest P&C firm to update its mobile app to support face-scanning technology for the iPhone X.
New Esurance iPhone Widget
April also saw USAA become the second firm in our coverage group to develop a chatbot through Facebook Messenger. Similar to Progressive’s Flo Chatbot that was rolled out in October 2017, USAA’s Facebook Messenger Bot pilot is available only to clients through its new USAA Labs program. The chatbot allows clients to access account information and services, get a quote and ask general insurance questions. While the pilot was only available to clients from March to June, it is expected to become widely available later this year.
New USAA Private Site Facebook Messenger Bot Page
In May, State Farm updated its mobile app, improving accessibility to policy and account information from a customizable Overview screen. The clearer screen design displays links that allow clients to directly access insurance and policy information as well as key resources, such as a GPS locator and agent contact information. State Farm is the first of our coverage group to allow clients to customize its app’s Overview screen. Clients can modify what content appears on the screen from a newly added Overview Preferences screen.
Updated State Farm Mobile App Screens
In June, Nationwide and State Farm made accessibility improvements to their mobile apps. Nationwide’s updated mobile app now allows users to begin the quoting process from the app’s login screen, while a new Manage Payment Methods screen on the State Farm mobile app allows clients to select existing payment methods or add new ones for upcoming bills.
New Nationwide Get a Quote Screens and Updated State Farm Payments Screen
One of the most dramatic changes of the quarter came from Liberty Mutual. The firm updated its app with a mobile-first design at the beginning of June. A cleaner interface, improved home screen functionalities and easier access to key policy screens make this version of the mobile app a significant improvement from its predecessor. Customer support is central to this version, with a hamburger menu housing more links to resources. The updated app includes a new Express Estimate feature that allows clients to get a repair estimate for damaged vehicles on their phones immediately after accidents.
New Liberty Mutual Mobile App Screens