Auto Insurance Customers Slow To Adopt Digital Claims Reporting

Despite a nationwide advertising blitz for mobile auto insurance apps and widespread use of digital channels to purchase insurance, U.S. auto insurance customers have been slow to adopt digital claims reporting, according to the J.D. Power 2017 U.S. Auto Claims Satisfaction Study, released today. The finding is significant in light of dramatically rising claims frequency and high losses, which are forcing insurers to control costs through increased reliance on technology. "U.S. auto insurers have invested heavily in technology that will help them gain efficiencies in claims handling, but there are still certain areas of the claims process where the human touch is proving difficult to replace," said David Pieffer, Property & Casualty Insurance Practice Lead at J.D. Power.