Claims Digital Experience Study

Claims Digital Experience Study

The J.D. Power U.S. Claims Digital Experience Study measures the digital experience with the claims process. The study focuses on claimants who utilized a digital channel (website or smartphone app) at any point during the claims process. The methodology mirrors our current Shopping and Servicing Insurance Digital Experience product with both a VOC component and digital best practices audit.



This study provides insights about customers’ experiences which can be used to: 

  • Understand how customers currently interact with your company’s digital channels
  • Determine how well your digital touch points meet—or fail to meet— customer expectations
  • Discover which companies perform highest digitally (and what they are doing right) within the insurance industry and across other industries
  • Identify the areas of your website and mobile app that need improvement
  • Improve financial management by identifying and deploying resources more effectively to improve customer satisfaction 

Experiences Explored

This study provides actionable information and intelligence about customer experiences with digital channels including:

  • Evaluating the digital experience during the First Notice of Loss (FNOL) process  
  • Providing documentation/photos during the claims process • Communicating with the insurer during the claims process 
  • Settlement of the claim/payment 

Key Dates

Key Dates

Press Release & Award Information

J.D. Power will issue a national press release that will highlight key findings from the study. There is no award associated with this study.

Make decisions with confidence

Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.

PowerSource Laptop

Insurance Insights

Let's Connect!

J.D. Power studies, products, and services are available for purchase. If you’re interested in subscribing to a J.D. Power study or becoming a client, please fill out the form, and we'll be in touch. Questions? Click here to find the answers to frequently asked questions.

If you’ve received a J.D. Power survey and have questions or comments, please contact us here.

For all other inquiries, you can contact us here.