Best Practice Report

The Forrester Auto Insurance Wave™: US Mobile Sites, Q2 2018

US Auto Insurers Undermine Their Websites' Rich Functionality With Cumbersome Navigation

June 18th, 2018
With contributors:
David Truog , Scott Ross , Amelia Nickels , Sam Bartlett


To win and retain customers, auto insurers offer mobile websites that let a vehicle owner research and buy their products, as well as get service from them in a moment of need. To gauge how helpful these sites are to customers, we evaluated those of six US private passenger auto (PPA) insurance mobile sites. This report lays out where these companies excel — and where they lag — and what digital business strategy and customer experience professionals can learn from them.

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