Home & Renters Insurance UX Competitive Analysis

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Home & Renters Insurance Mobile UX Competitive Analysis

(Published Bi-Annual in March and September)

This Mobile UX Competitive Analysis goes far beyond a basic heuristic evaluation or expert review. Additionally, thanks to our innovation arm Key Lime Labs, these insights are now available in a comprehensive platform designed for business intelligence leaders, market analysts, UX/CX strategists, and product managers who want on-demand access to the competition’s mobile customer experience.

Home & Renters Insurance Competitive Index Overview

Key Lime Interactive’s (KLI) Home/Renter’s Insurance Mobile Competitive Index Report reviews eight (8) of the largest home and renter’s insurance companies in the U.S. including:

  • Allstate
  • Farmers Insurance
  • Liberty Mutual
  • Nationwide
  • State Farm/span>
  • The Hartford
  • Travelers
  • USAA

KLI’s methodology is unique because it incorporates consumer preferences and goes far beyond a basic heuristic evaluation or expert review. An important part of our analysis is a 500-person survey of smartphone owners in which they are asked to weigh in and identify the features and capabilities that they consider critical for a successful experience with the mobile site or app offered by their home/renter insurance company.

KLI’s intent in creating this third-party syndicated report is to:

    1. Provide consumer-driven data to help guide insurance companies as they prioritize features to implement. This guidance will be based on the results of a current consumer survey.
    2. Summarize how the insurance companies differentiate themselves from their competitors through the capabilities and features that they offer.

View Competitive Benchmark Overview: Home/Renters Insurance Competitive Overview

Mobile UX Methodology

To create an overall score, we combine a capabilities assessment with user feature importance ratings. The capabilities assessment is created by examining the feature coverage of insurance sites and applications. User ratings are determined by a consumer survey and card sort.

Our review of the primary mobile properties includes a full verification of the insurance companies’ capabilities. The unmodified score represents feature coverage or the company’s offerings by category. This is a binary evaluation reflecting the possession of certain criteria.

Additional information about KLI’s methodology is detailed in the detailed report. Request Detailed Report.

Incorporating User Feedback

KLI conducted a consumer survey and card sort (n=500) to gather feedback about how customers prioritized features when using a home/renter’s insurance company’s mobile property. Individual feature scores were then weighted by their value to customers. The goal is to provide a metric of relative importance so that the highest-scoring company is also the one providing customers’ desired features.

Summary of Capabilities & Features within UX Analysis

  • Secure Log In Process
  • Access Policy Info
  • Account Settings/Management
  • Bill Payment
  • Get Quote
  • Claims
  • Alerts
  • Help/Self Service
  • Locate an Agent
  • App Interface
  • Customer Support
  • Social Media

View More Mobile UX Reports:

Mobile Banking Benchmark Report

The report features key areas that drive user satisfaction and quickly identifies areas of improvement to satisfy existing and prospective customers. KLI’s research experts highlight opportunities based on a rigorous independent evaluation and that ultimately identifies trends and opportunities that move the entire industry forward.

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Credit Card

These insights summarize new, successful, and well-received features across the finance industry.

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Auto Insurance

The evaluation includes a general discussion about what these companies are doing for their existing and prospective customers via mobile-optimized websites and apps (iOS and Android). Data is captured from actual customers of each issuer and includes screenshots of features from behind-the-login screens of each provider.

Learn More

Cruise Competitive Index

Each year the benchmark will examine sites’ top problem areas from the previous year and any site redesigns/changes made subsequently, to answer the question: Have the sites made changes that have improved or worsened the user experience?

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Mobile UX Competitive Insights Subscription

Best-in-class Mobile CX Comparisons

Gain insights into typical behaviors and context for the use of your product with year-over-year brand performance ratings across mobile web + mobile app across iOS and Android.

Play-by-Play Screenshot

Get full access to a library of screenshots of your competitor’s latest mobile designs indexed by feature, brand, and release date.

Dynamic Change Tracking Tables

See when top brands in your industry update, remove or add new mobile features.

Features Ranked By Consumers

View results from over 500 active consumers on the mobile features they value most in your industry.


Unbiased Third-party Mobile UX Research

Get the Competitive Intelligence you need to stay ahead in your industry. Competitive Insights is an intuitive competitive intelligence software, incorporates consumer preferences of features and capabilities that they consider critical for a successful experience including:


  • A complete listing of overall rankings
  • A detailed scoring breakdown of all capabilities and features reviewed
  • Screenshots from behind the login screens of all competitors sites & apps
  • A comparative list of current mobile capabilities available on each mobile app
  • Detailed descriptions of how users can complete tasks on the mobile device (e.g. pay a bill, look at account history, etc.)
  • User feedback collected regarding feature preferences
  • Identifies key success factors, best-in-class features, areas for improvement, and why some companies are lagging behind
KLI UX Consultants

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"These rankings acknowledge our continued focus on providing both current and prospective State Farm customers with the same great experience, regardless of how they come to us"

Patty Gaumond / State Farm

"Our C-suite asked us to find an A-Team… Having worked with Key Lime at a previous employer, I knew that there was no better team than them for actionable insights and strategic design recommendations.”

VP of Digital Strategy & Innovation / Miami Heat

“…This methodology provides the details we need in order to focus our development plans in the coming year....”

VP of eCommerce / Norwegian Cruise Line