Nationwide Again Clinches Top Ranking Among Term Life User Experiences
02 Mayo 2024 - 12:02PM
Business Wire
DALBAR Review Unveils Trends and Industry
Leading Websites
DALBAR, the financial industry’s source for CX insights,
analyzed the website content and capabilities offered to Term Life
Insurance customers and prospects and identified what firms are
doing to meet the needs of those holding or pursuing this critical
protection product. The report features a ranking of the
experiences, with Nationwide retaining the top rank, and highlights
the changes made to the term life insurance landscape over the past
year. The results found that providers are using their websites to
foster confidence, educate, engage, and ultimately convert
potential customers.
Nationwide remains the industry leader, further
strengthening its position with the introduction of multi-factor
authentication when resetting passwords, resulting in reduced risk
of unauthorized access. The firm also implemented account-related
mobile messaging for payments and bill reminders. Both enhancements
were key factors in their continued success.
“We strive to deliver an extraordinary customer experience and
earning DALBAR’s ‘Excellent’ designation four years in a row
demonstrates our commitment to make life insurance more accessible
and convenient for everyone,” said Holly Snyder, president of
Nationwide’s Life Insurance business.
DALBAR’s review uncovered the following trends:
- Heightened focus on security: Measures are being taken
to provide a safer online environment and providers are arming
website visitors with tools such as fraud prevention and reporting
resources.
- Enhanced educational resources: There has been an
expansion of the volume and types of educational content provided
to empower informed decision-making.
- Improvements in the exchange of information: Providers
are offering more sophisticated messaging capabilities, soliciting
feedback in order to improve online experiences and expanding
paperless document options.
- Increased transparency: Firms attempts at crystal
clarity include the addition of financial documents and ratings,
security disclosures, expanded product specifications and
guidelines for communicating via social media.
DALBAR’s Trends and Best Practices: Term Life Insurance Web
Experiences is published annually and considers the functionality,
usability, and behavior-focused website support offered to intended
audiences.
DALBAR, Inc. has a 48-year history and is recognized by the
financial services industry and government as an independent
third-party expert in the business of providing audits,
evaluations, ratings, and due diligence. DALBAR certifications are
recognized as a mark of excellence in the financial services
community.
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Emily Kunka 617.624.7136 ekunka@dalbar.com