Friday, 19 Aug, 2022

Top JD Power P&C insurance digital experience award goes to Mercury

The insurer ranked at the top of the category for overall customer satisfaction in this shopping segment.JD Power has released the results of its..

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The insurer ranked at the top of the category for overall customer satisfaction in this shopping segment.

JD Power has released the results of its 2021 US Digital Experience Study, within which it named Mercury Insurance the top option among P&C insurance companies for overall satisfaction in digital shopping.

This represents the first time Mercury has been the recipient of one of the JD Power awards.

The JD Power 2021 US Digital Experience Study is an examination of the digital consumer experience among shoppers obtaining quotes for P&C insurance, as well as among existing policyholders who are going about their regular digital activities. The examination takes a closer look at the functional aspects of mobile apps, mobile web platforms and desktop platforms, based on five primary factors. Those factors include the appearance, ease of navigation, availability of key information, range of services, and the information clarity.

“Insurance can be confusing, so we designed a digital experience that makes it easy for consumers and customers to quickly access information, learn more about our products and services, or get a quote,” explained Mercury Insurance Vice President of Advertising and PR Erik Thompson. “Our digital platforms provide in-depth information about a variety of insurance topics, including money-saving tips and advice, wildfire preparedness, claims assistance and coverage information that helps shoppers make the right insurance decisions for their specific situations.”

The study scored the different P&C insurance companies on their overall digital experience performance.

This year’s JD Power US Digital Experience Study was conducted in collaboration with Corporate Insight. That firm is a top provider of competitive intelligence and user experience research. Its focus is on insights within the healthcare and financial services industries.

The 2021 study based its ranking and awards on the results of 11,548 evaluations of property and casualty experiences. It was conducted in February and March this year. This was the tenth year of the study and may represent one of the most important results so far.

Digital experience is increasingly important in P&C insurance and the industry has been criticized for falling behind consumer expectations with its online tools and features. Implementing solutions for superior performance in this area has moved beyond convenience and has become a requirement for insurers.


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