Experience Benchmark: Property & Casualty Insurance

The P&C Experience Benchmarks evaluate 20 leading insurance carriers across 160 attributes and provide a crystalized view of how they stack up against one another in terms of design, functionality and usability. The assessments reveal how brokerages’ digital experiences rank in the competitive landscape overall and across various categories of evaluation.


Deep Dives into All Areas of the Digital Experience

Our website and mobile benchmarking frameworks each consist of a comprehensive set of categories, subcategories and attributes covering the full digital experience. These include:

  • Account information
  • Mobile
  • Account servicing
  • Design & Navigation
  • Profile & Settings
  • Support
  • Prospect Experience

Experience Benchmark Competitor Set

  • Allstate
  • American Family
  • Amica
  • Automobile Club of Southern California
  • Auto-Owners Insurance
  • Branch
  • Chubb
  • COUNTRY Financial
  • Erie Insurance
  • Farmers
  • Liberty Mutual
  • Mercury Insurance
  • Nationwide
  • Progressive
  • Root
  • State Farm
  • The Hartford
  • Travelers
  • USAA

Property & Casualty Experience Benchmark Deliverables


Importance Weightings

We weight each category, sub-category and attribute according to proprietary surveys that determine the importance of each feature to prospects and policyholders.


Benchmarking Data

Firms receive a rank versus their competitors (from 1 to 20) and score (from 1 to 100) for their overall platform and for every category in the framework. The data shows clients their relative strengths and weaknesses versus competitors.


User Research

We perform expert reviews of key digital journeys that clients typically perform on their P&C websites and mobile apps (e.g., claims, payment). These reviews impact firms’ scores in most assessment categories.


Best Practice Learnings

We highlight industry best practices within each category of assessment, offering concrete examples and screenshots. Clients can use these learnings for inspiration as they build their digital roadmaps.

Custom Experience Benchmark

Tailored Research

CI’s Custom Experience Benchmark provides clients with an exceptionally deep assessment, with the opportunity to tailor the research specifically to meet their needs and preferences. With this service, clients can unlock the full potential of the competitive benchmarking data, enabling them to make informed decisions, achieve their goals and stay ahead in an increasingly competitive landscape.

Custom Deliverables

  • Detailed report with performance commentary and actionable recommendations to improve the client’s digital platforms
  • Gap analysis for every category, identifying the platform’s strengths and weaknesses
  • Industry best practice examples and competitor screenshots for each category and subcategory
  • Executive presentation with performance analysis and top recommendations

Get an edge with a Property & Casualty Experience Benchmark

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