Geico, Humana, Kaiser Permanente, Molina Healthcare, State Farm and USAA Top Insurer Rankings in Verint Digital Experience Index

2019 AUG 23 (NewsRx) -- By a News Reporter-Staff News Editor at Insurance Daily News -- New industry benchmarking from Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, highlights the insurers that are leading the pack in delivering the best online experience. Health insurance providers Kaiser Permanente, Molina Healthcare, and Humana took top spots in the digital customer satisfaction rankings, as did Geico, USAA, and State Farm for property and casualty insurers.

The latest Digital Experience Index™ (DXI™) benchmarks digital experience for the largest insurance providers in health and property/casualty providers in the U.S. The rankings are based on customer satisfaction (CSAT) and Net Promoter Scores (NPS) calculated from a panel survey of 11,519 consumers fielded in June 2019.

The survey also ranks the 25 most popular U.S. websites (as determined by Amazon’s Alexa.com) to provide a benchmark for all digital experiences industrywide. In the popular site rankings, Google, PayPal, Netflix, and Amazon retain top spots as in previous editions of the DXI, with Pinterest as a new entrant to the top five for this quarter.

The DXI also measures four key drivers: navigation, look and feel, site information, and site performance, and calculates the impact of each driver on overall satisfaction for each site. For health insurance, navigation was a top driver for 9 out of the 10 providers. For property and casualty, site performance was a priority driver for 7 of 10 companies, while site information was the primary driver for the three out of the four insurers with the lowest satisfaction scores.

The report reveals that mobile is the preferred device for digital interaction for the majority of respondents in both insurance categories. However, nearly a quarter of consumers engaging with insurers needed to follow up their most recent digital interaction by contacting a representative, regardless of whether they had accomplished their goal during that digital visit via mobile, app or desktop/laptop. This result, that customer service follow-up rates are similar regardless of goal accomplishment, suggests that current-day digital interactions on insurance sites are not as rich as some customers require.

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