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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

  • Inaugural year:

    1994

  • Updated:

    annually

  • Most recent data:

    2021

  • Companies:

    12 major companies, plus aggregate of smaller insurers

Satisfaction Benchmarks by Company

Life Insurance
Company 2020 2021 % Change
Life Insurance 78 78 0.0%
All Others 79 79 0%
Allstate 78 79 1%
State Farm 78 79 1%
Mutual of Omaha 79 78 -1%
Lincoln Financial 75 77 3%
MetLife 78 77 -1%
New York Life 76 76 0%
Farmers 76 75 -1%
Northwestern Mutual 77 75 -3%
Prudential 76 75 -1%
Brighthouse Financial 74 73 -1%
Primerica 73 72 -1%
Thrivent 74 71 -4%

Life Insurance Benchmarks

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2020 2021
Quality of mobile app 84 81
Reliability of mobile app (minimal down time, crashes, lags) 83 81
Website satisfaction 82 81
Speed and efficiency of policy approval 80 80
Courtesy and helpfulness of representative/agent (policy purchase, insurance questions) 80 79
Ease of understanding premium calculation 78 78
Variety of policy options 78 78
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.

Connect With ACSI

Connect With ACSI

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