Life Insurance
Innovate to maximize customer satisfaction
Capture the voice of the customer to improve the policyholder experience.
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
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Inaugural year:
1994
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Updated:
annually
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Most recent data:
2022
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Companies:
12 major companies, plus aggregate of smaller insurers
Satisfaction Benchmarks by Company
Life Insurance
| First Hidden Column | Company | 2021 | 2022 | % Change |
|---|---|---|---|---|
| 0 | Life Insurance | 78 | 78 | 0% |
| 1 | Primerica | 72 | 74 | 3% |
| 1 | New York Life | 76 | 83 | 9% |
| 1 | MetLife | 77 | 80 | 4% |
| 1 | AIG | NM | 79 | NA |
| 1 | Nationwide | NM | 79 | NA |
| 1 | MassMutual | NM | 78 | NA |
| 1 | Prudential | 75 | 78 | 4% |
| 1 | State Farm | 79 | 78 | -1% |
| 1 | Lincoln Financial | 77 | 77 | 0% |
| 1 | Northwestern Mutual | 75 | 77 | 3% |
| 1 | John Hancock | NM | 75 | NA |
| 1 | All Others | 79 | 78 | -1% |
NM – Not Measured NA – Not Available
Life Insurance Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2021 | 2022 |
|---|---|---|
| Quality of mobile app | 81 | 82 |
| Reliability of mobile app (minimal down time, crashes, lags) | 81 | 81 |
| Website satisfaction | 81 | 81 |
| Courtesy and helpfulness of representative/agent (policy purchase, insurance questions) | 79 | 79 |
| Speed and efficiency of policy approval | 80 | 79 |
| Variety of policy options | 78 | 79 |
| Ease of understanding premium calculation | 78 | 77 |
| Availability and range of policy discounts (good health, bundling with other types of insurance policies) | 76 | 76 |
Industry averages are weighted by companies’ market shares.