Auto Insurers Struggle to Maintain Seamless Interactions Across Channels, JD Power Finds

JD Power data1 indicates that approximately one-third of auto insurance shoppers now turn to artificial intelligence (AI) tools when comparing coverage, and those who do are significantly more likely to switch insurers. Yet even as competition intensifies and prices ease, an increase in overall customer satisfaction is being held back by insurers’ inability to deliver truly seamless interactions across channels.