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Life Insurance

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LIFE INSURANCE

For life insurers, valuable insights about policyholder behaviors and perceptions play a critical role in defining areas for innovation and maximizing satisfaction. Partner with ACSI to access a wealth of data on life insurance products, services, and practices that help you connect with your customers.

At a glance:

Life Insurance

  • Inaugural year:

    1994

  • Updated:

    annually

  • Most recent data:

    2023

  • Companies:

    10 major companies, plus aggregate of smaller insurers

Satisfaction Benchmarks by Company

Life Insurance
Company 2022 2023 % CHANGE
Life Insurance 78 80 3%
AIG 79 82 4%
New York Life 83 81 -2%
State Farm 78 81 4%
All Others 78 80 3%
John Hancock 75 80 7%
Guardian Life NM 79 NA
Lincoln Financial 77 79 3%
MetLife 80 79 -1%
Nationwide 79 79 0%
Prudential 78 79 1%
MassMutual 78 77 -1%

NM = Not Measured
NA = Not Available

Customer Experience Benchmarks Year-Over-Year Industry Trends

Life Insurance
Benchmarks 2022 2023
Quality of mobile app 82 85
Reliability of mobile app (minimal down time, crashes, lags) 81 84
Speed and efficiency of policy approval 79 83
Website satisfaction 81 83
Courtesy and helpfulness of representative/agent 79 82
Variety of policy options 79 82
Ease of understanding premium calculation 77 80
Availability and range of policy discounts 76 77

Industry averages are weighted by companies’ market shares.
2023 results based on data collected October 2022 – September 2023

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Connect With ACSI

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