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The digital insurer: The time is now

The quality and speed of the digital services and products that Apple, Google and Amazon provide influences customers' expectations from the insurance industry.

By Rachel Alt-Simmons | Updated on April 14, 2015

Just a few short years ago, I purchased a new car from a dealer about an hour away from my house. I wanted to take home the car that day, but my insurance company (one of the large national insurers) wouldn’t issue my policy unless I physically brought a check to one of their local office–another hour away. Needless to say, I didn’t get my car that day and I was furious. I switched over to one of the large direct insurers as soon as I got home and transferred both my auto and homeowner’s policies. A digital self-service capability was important to me: #frustrated!

My new insurer sells primarily auto insurance and partners with another large agency insurer for homeowners’ insurance. While I now have a great online and mobile service experience with my auto policy, all servicing of my homeowners’ policy took place through a call center until just a couple of months ago. But because there are two insurance companies here, it’s two completely different online experiences, one fairly mature and the other nascent.

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