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Helping organizations engage people and uncover insight from data to shape the products, services and experiences they offer
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Perspectives

Gaining Momentum: U.S. P&C Insurers Belatedly Up Their Mobile Game

2016-07-22


U.S. property and casualty (P&C) insurers are belatedly embracing mobile apps; in fact, only 30 of the top 100 provide a customer-facing app. Yet those that do offer one, tend to excel in customer satisfaction and retention. Get the picture? Effective and well-designed mobile apps correlate with happy customers. This was among the major findings from our nine-month study of U.S. P&C insurers, insights that we have distilled into a key performance indicator called the Mobile-First Index.

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U.S. property and casualty (P&C) insurers are belatedly embracing mobile apps; in fact, only 30 of the top 100 provide a customer-facing app. Yet those that do offer one, tend to excel in customer satisfaction and retention. Get the picture? Effective and well-designed mobile apps correlate with happy customers. This was among the major findings from our nine-month study of U.S. P&C insurers, insights that we have distilled into a key performance indicator called the Mobile-First Index.


The Index compares the features and functions of P&C insurers’ mobile apps with their web portals, as well as with competitive offerings. The infographic below illuminates areas where carriers’ mobile apps need refreshing and offers prioritization suggestions for keeping these customer-facing apps as feature- and functionality-rich as their web portals. 

U.S. P&C carriers are at the beginning of a digital super cycle. Upping their mobile app game will be crucial not only for keeping pace with rivals but for meeting the ever-rising digital experience expectations of their customers (a high bar set by other more savvy, digital-first industries such as retail and consumer banking).

For more information about the Index, read our white paper, An Analysis of U.S. P&C Insurance Customer-Facing Mobile Apps. Also read our Cognizanti Journal article, A Digital Experience Index is Born, or visit our insurance practice

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Gaining Momentum: U.S. P&C Insurers Belatedly Up Their Mobile Game