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Gone are the days when auto insurance premiums were based simply on demographics like age, gender, and geography. Today, insurers have access to much more personalized data about their customers in the form of data collected via mobile phones. Customers are encouraged to download mobile apps, provided by their insurance company to track their driving habits. These apps share telematic data back to the insurer to help more accurately access risk and recommend the appropriate premium. But the growth and desire for these apps is outpacing the technology and customers aren’t as excited to provide this data as insurers are to collect it. Our research has shown that the average rating for a telematics app is 3 stars, which is below our recommended threshold of 4 stars or more for an effective app. Customers seeing a 3-star or lower app are 50-80% less likely to download, making your telematics program significantly less valuable than it could become.
Why aren’t customers as excited about telematics as insurance companies?
Our team analyzed 10,000 customer reviews over a 6-month period for the following top 10 auto insurance telematic mobile apps:
What's driving engagement and customer experience down? We found 10 common problems in these apps, straight from consumers’ app reviews. Today, we’ll review the top 3 challenges.
Top 3 Points of Friction in Telematic Apps
Solution: Incorporating one-time stop forgiveness could allow users to be forgiven when the person in front of them stops out of nowhere; while still keeping them on the hook for repeated hard stops that more likely indicate a behavioral pattern. It also gives them less to complain about in the app. Another option would be to allow users to submit information back through the app, to explain if a new stop sign has been established. An ongoing analysis could easily alert the company if multiple people are reporting new stop signs or changes in roadways.
These top 3 frictions only scratch the surface on common issues found in telematics apps. In today’s evolving digital world, it’s important for companies to make their apps user friendly, especially if customer loyalty depends on it.
Would you like access to the full list of common issues found in telematics apps? Contact us today to have a chat and get free access to the information. You can also request your own, free mobile app evaluation from Mobiquity at any time.
Do you have a telematics app that you’d like to evaluate and improve? Don’t wait for the competition to outpace you – let’s make improvements on your app today.
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