J.D. Power finds sluggish digital innovation as home and auto insurance customers continue reliance on personal channels during claim interaction.
Property and casualty (P&C) insurance claims were supposed to be the tip of the sword when it came to digital transformation, but the industry is lagging far behind financial services and utilities providers when it comes to the digital customer experience. According to the J.D. Power 2021 U.S. Claims Digital Experience Study, none of the most important key performance indicators are achieving even a 50% success rate and adoption remains stubbornly low. During the course of this year, just 40%
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