2010 US Auto Insurance Secure Site Rankings

Forrester evaluated the secure Web sites of the four largest US private passenger auto insurance providers — Allstate Insurance, GEICO, Progressive Casualty Insurance, and State Farm Mutual Automobile Insurance — using our Web Site User Experience and Functionality Benchmark (WSB) methodology. Progressive secured the first-place position — edging out GEICO and Allstate — and scored 82 out of 100. Although all four firms passed, scores were inconsistent, and there were gaps in critical functionality for service, claims, and policy administration. eBusiness managers in the insurance industry must invest in improved usability, content, and functionality to bridge the gap with the leaders, improve customer experiences, and retain higher-value, self-directed customers.