P&C Insurance Monitor2016 Gold Medal Winners

Corporate Insight provides competitive intelligence, consulting and user experience research to the nation'sleading financial, health and education institutions. For more than two decades, the firm has tracked technologicaldevelopments in the end-user online experience, identifying best practices in online financial services andinvesting, mobile finance, social media and other emerging areas. Corporate Insight offers subscription-basedMonitor services in 14 verticals, including banking, healthcare and alumni relations, along with custom research,digital capabilities audits, special studies, user research and other consulting services. The firm helps its clients—including 70% of the financial services firms in the Fortune 500—to remain at the forefront of industry trends andimprove their competitive position.

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Corporate Insight is pleased to present our fifth annual Property and Casualty Insurance Monitor Awards, in whichwe highlight the top websites and mobile features of P&C Insurance Monitor firms. This year, we benchmarkindustry leaders across six critical, high-level categories, awarding gold, silver and bronze medals based on howwell firms meet our criteria.

When presenting these awards, we reserve the Gold Medal for site or app features that offer an exceptionallyvaluable service in an efficient, logical design. We present the Silver Medal for features of similar value that sufferfrom a few small drawbacks. Finally, we award a Bronze Medal for those features that are admittedly imperfect butstill offer clients a noteworthy service. Our awards are distributed to all deserving recipients.

P&C Monitor Awards

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Category Overview

Public Homepage

Private Homepage

Mobile App

Bill Pay

Homeowners Quote Tools

Promote Your Firm’s 2016 Monitor Awards!Corporate Insight is happy to assist all award-winning firms in promoting their honors. For more

information and for examples of past promotions, contact us at pr@corporateinsight.com.

Safety and Preparation Resources

Medal Chart

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Firm Medal Count

Allstate

Farmers

GEICO

The Hartford

Liberty Mutual

MetLife

State Farm

Travelers

USAA

The public homepage is a vital starting point to entice prospects and help direct clients to their policies. We focuson the overall presentation and navigational structure of the public homepage, valuing a responsive, well-organizeddesign. Equally important is the homepage content, client login accessibility and navigation.

Public Homepage

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Farmers and Liberty Mutual win gold medals fortheir clean, well-organized public homepages. Bothfirms effectively promote their quote tools andeducational content to attract prospects.

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Private Homepage

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The landing page for authenticated clients, the private homepage, is a pivotal aspect of the client onlineexperience. The private homepage should provide key account information, such as policy number and premiumamount, in a highly visible section. The homepage is extremely important from a navigational standpoint, as itallows customers to access policy details and billing- and claims-related information quickly. We reviewedappearance, organization, navigation and content.

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Liberty Mutual receives a gold medal for its privatehomepage, offering extensive policy and billinginformation. The homepage content is well-organized and is formatted into sections fornotifications, policies and billing. The homepage alsofeatures dropdown menus with servicing quick linksand a right sidebar of help and contact information.Liberty Mutual also excels in its marketing efforts byconstantly changing its promotional images postedon the homepage to keep its messaging fresh.

Mobile App

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The customer experience that firms provide on their mobile app is equal in importance to the online perspective. Itis essential for firms to provide robust mobile apps equipped with clients’ account information and commontransactions that are typically available on the private site. In this category, we look at the overall design andfunctionality of firms’ mobile apps. This year we placed a heavier emphasis on the types of resources offered.

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GEICO and USAA share the gold medal honor for aconsecutive year. Both firms excel in terms of theirquality policy information, unique resources andhelp features. The firms boast in-app policyservicing functions, quoting tools and locator tools.The firms also offer voice-activated features thatexpedite navigation to popular screens andfunctions.

Bill Pay

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This category evaluates the various ways that clients can complete a bill payment online. We cover one-timepayment processes on the private site, as well as public site functionalities that do not require clients to log in. Wealso review the enrollment process and customizable options for recurring payments. For all three types ofpayment capabilities, we evaluate the customizable options, such as the method, effective date and amount. Lastly,we look at the transaction archives on the private site, noting the length and the level of detail.

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GEICO edges out Allstate, Liberty Mutual and TheHartford for the gold medal by offering the mostpre-login billing functions. GEICO also features themost payment plan options, including two- and five-time payments.

Homeowners Quote Tools

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We examine the homeowners quote tools available on the public site, considering the questions asked and thefinal recommendations provided. We go through the step-by-step quoting processes, assessing the overall userexperience. We evaluate the interface design and help features, such as explanatory images and live chat tools. Wealso value unique resources, such as policy coverage recommendations and common claim scenarios to helpillustrate how coverages and deductibles work.

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USAA earns a gold medal for its comprehensive tool,which excels for the depth of its property inputs andits integration of Google Maps imagery andfunctionality. USAA provides detailed descriptionsand images to illustrate the various degrees ofexterior and interior finishes. Members are givenone quoted price with the option to create theirown quote and to bind the policy online.

Safety and Preparation Resources

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This category looks at the prevention and maintenance resources that insurers provide on the public site. Safetyinformation is extremely valuable in educating visitors and customers and reducing the number of potential claims.We review the accessibility to see where firms are housing these resources on their public sites. We assess thecollection of educational materials and the topics covered. We look for firms that go beyond basic articles andprovide unique educational resources.

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Travelers wins a gold medal in this category for itscomprehensive collection of safety resources on thepublic site. The firm excels in providing variety ofresources, which include videos, quizzes,infographics and downloadable materials.

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Senior Analyst

Property & Casualty InsuranceMonitor

646-751-6970

lroncevic@corporateinsight.com

Lauren Roncevic

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