J.D. Power News

Progressive Takes Aim at Multi-Line Insurers

With much of the property/casualty insurance industry’s attention focused on external threats from insurtechs and digital native companies, perhaps the greatest disruption is coming from within. Following the last decade of impressive growth driven by direct-to-consumer providers, Progressive heads into …

How High Customer Expectations Raise the Bar for Insurance Industry

Record high customer satisfaction among auto insurance customers is clearly good news for customers, especially at a time when their overall customer experience is being tested by the rising cost of auto insurance. For insurers, on the other hand, record …

J.D. Power Adds Schmitt to Global Insurance Practice in Chicago

Kyle Schmitt has been hired as managing director of the Global Insurance Practice at J.D. Power. He is based in Chicago. He will report directly to Keith Webster, senior vice president and general manager, Global Financial and Service Industry Division. …

Insurance Industry in Best Position to Advance Consumer Trust in Automated Driving

While the race to automated vehicles picks up speed, a new survey reveals consumer are skeptical of the technology and the safety claims of its advocates, a new survey finds. Also, the insurance industry may be in the best position …

1-in-5 Consumers Say They’d Use Amazon or Google for Home Insurance

One-in-five consumers say they would use Amazon or Google for their home insurance, a J.D. Power survey released today shows. And most of those who took the survey (80 percent) already have insurance with a large national carrier. Both Google …

How Agent and Carrier Relationships Are Changing in a Customer-Centric World

Auto insurance shoppers are placing a greater importance on having more services provided to them today versus five years ago, underscoring the fact that shoppers are increasingly demanding more product options and more and different ways to connect with their …

P/C Insurers Way Behind in Digital Customer Service: J.D. Power

Property/casualty insurers have a long way to go toward meeting customer expectations about their digital interactions. A new J.D. Power 2018 Insurance Digital Experience Study concludes that while a few insurers have excelled with digital customer service, such as GEICO …

J.D. Power: Why Lemonade’s Policy 2.0 Matters

Recently, well-known insurtech start-up, Lemonade, announced the launch of a new product initiative called Policy 2.0. According to Lemonade, the project is meant to simplify the language within a standard insurance policy so that insureds can easily understand what is …

Insurtechs Haven’t Yet Made Impression on Public

Insurtechs may be trying to transform how carriers, brokers and agents do business, but customers aren’t widely aware of their existence just yet, J.D. Power has determined. J.D. Power, which focused mostly on the auto insurance industry, found that just …

Managing Time Expectation for Claims Key to Keeping Homeowners Happy

Overall customer satisfaction among homeowners filing property insurance claims has reached a new all-time high, despite record-high property losses following a spate of hurricanes, earthquakes and fires in North America. That’s according to the J.D. Power 2018 U.S. Property Claims …