State Farm, Allstate, Geico top digital performers

Enjoy free access to the best ideas and information – selected by our editors.

State Farm, Allstate and Geico are top performers in digital experience, according to new research from Corporate Insightwhich included surveys of 1,400 policyholders who are digitally active to try to understand insurance customer preferences.

The 2024 P&C Insurance Experience Benchmark analyzes 20 carriers with 170 attributes, including categories such as mobile, design and navigation, and support.

State Farm finished first with best mobile app. Allstate performed strongly in all categories, and Geico took third place with self-service options, according to the press release.

Justin Suter, manager of insurance research at Corporate Insight, said in the press release, “State Farm maintained its No. 1 ranking, but we saw firms make big leaps in this year’s report, finding ways to provide value to policyholders outside of traditional insurance. The overhaul of Allstate’s mobile app, for example, added new features like a gas finder and a data breach checker, which propelled it to second place.”

The survey suggested that cover details were the most common reason for an underwriter to engage with an insurer on a desktop, surpassing premium payment.

“Our survey found that while users are generally satisfied with their insurer’s digital experience, few view their carrier’s digital offerings as ‘highly modern,'” Suter said. “Some areas are stronger than others. Auto insurance mobile app users reported the highest satisfaction and were most likely to rate their insurer’s app as “extremely modern.” But home and car desktop users were slightly less satisfied and less likely to consider modern platforms. The industry still has work to do if it is to meet the digital expectations of today’s users.