Ward Digital and Customer Engagement Practices Study Download

Overview

Carriers are searching for comparative data on the insurance industry's success in customer engagement and digital capability. This survey was designed to provide insight on what capabilities currently exist, how customers are engaging with carriers, and valuable metrics for companies to measure against.

The report is available for $5,000.

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What's covered in each report?

The study focused on the following areas:

Customer Capabilities
Claims Capabilities
Customer Payments
Customer Contact Center
Customer Experience
Digital and Data Analytics
Verbatims of Practices

Profile of Study Participants

The findings of this study are based on information from 25 property-casualty insurance leaders representing a wide range of carriers.

	Overall	PL	Focused Balanced CL	Focused	Small	Mid-Sized	Large	Mixed Distribution	IA/ Broker
Number of Companies	25	6	6	13	8	7	10	7	18

Direct Premium Written
<$200M	8%	0%	0%	15%	25%	0%	0%	14%	6%
$200-$500M	24%	33%	17%	23%	75%	0%	0%	29%	22%
$500M-$1B	28%	33%	33%	23%	0%	100%	0%	0%	39%
$1-2.5B	32%	17%	50%	31%	0%	0%	80%	43%	28%
>$2.5B	8%	17%	0%	8%	0%	0%	20%	14%	6%

Distribution Channel
Direct Writer	4%	0%	0%	8%	0%	0%	10%	14%	0%
Captive Agent	16%	33%	17%	8%	38%	0%	10%	5.7%	0%
IA/Broker	72%	33%	83%	85%	63%	100%	60%	0%	100%
Mixed	8%	33%	0%	0%	0%	0%	20%	29%	0%

Premium Distribution
Personal Lines	24%	100%	0%	0%	25%	29%	20%	57%	11%
Balanced	24%	0%	100%	0%	13%	29%	30%	14%	28%
Comm. Lines	52%	0%	0%	100%	63%	43%	50%	29%	61%

Report Pricing

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