HOME & RENTER’S INSURANCE MOBILE COMPETITIVE INDEX REPORT
(Published bi-annually in March and September)
The Key Lime Interactive (KLI) Home/Renter’s Insurance Mobile Competitive Index Report goes far beyond a basic heuristic evaluation or expert review.
In the Key Lime Interactive (KLI) Home/Renter’s Insurance Mobile Competitive Index Report, KLI reviews eight (8) of the largest home and renter’s insurance companies in the U.S.:
- Farmers Insurance
- Liberty Mutual
- State Farm
- The Hartford
This report goes far beyond a basic heuristic evaluation or expert review, KLI’s methodology is unique because it incorporates consumer preferences. An important part of our analysis is a 500-person survey of smartphone owners in which they are asked to weigh in and identify the features and capabilities that they consider critical for a successful experience with the mobile site or app offered by their home/renter’s insurance company.
KLI’s intent in creating this third-party syndicated report is to:
1. Provide consumer-driven data to help guide insurance companies as they prioritize features to implement. This guidance will be based on the results of a current consumer survey.
2. Summarize how the insurance companies differentiate themselves from their competitors through the capabilities and features that they offer.
Read the overview: Home/Renter’s Insurance Mobile Competitive Index Overview PDF
To create an overall score, we combine a capabilities assessment with user feature importance ratings. The capabilities assessment is created by examining the feature coverage of the insurance sites and applications. User ratings are determined by a consumer survey and card sort.
Our review of the primary mobile properties includes a full verification of the insurance companies’ capabilities. The unmodified score represents feature coverage or the company’s offerings by category. This is a binary evaluation reflecting the possession of certain criteria.
HOW WE INCORPORATED USER FEEDBACK
KLI conducted a consumer survey and card sort (n=500) to gather feedback about how customers prioritized features when using a home/renter’s insurance company’s mobile property. Individual feature scores were then weighed by their value to customers. The goal is to provide a metric of relative importance so that the highest-scoring company is also the one providing customers’ desired features.
SUMMARY OF CAPABILITIES AND FEATURES TO BE ASSESSED
- Secure Log In Process
- Access Policy Info
- Account Settings/Management
- Bill Payment
- Get Quote
- Help/Self Service
- Locate an Agent
- App Interface
- Customer Support
- Social Media
THE UX OF HOMEOWNERS’ INSURANCE:
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