Why Read This
Forrester assessed the secure websites of five American private passenger auto insurers: Allstate Insurance, Geico, Liberty Mutual Insurance, Progressive Casualty Insurance, and State Farm Mutual Automobile Insurance. State Farm has made strong advances in its digital functionality and shares the top position with Geico, both with scores of 89 out of 100. Allstate and Progressive tied for the No. 3 position, and Liberty Mutual surpassed most standards. Strikingly, usability, transaction, and service content functionality have all improved since our 2010 rankings. With the bar raised so high, US insurers need to step up their games and provide next-generation digital experiences if they want to differentiate. This document provides eBusiness and channel strategy professionals with an assessment of insurance companies' secure websites and outlines state-of-the-art best practices in delivering online customer service.