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
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Inaugural year:
1994
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Updated:
annually
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Most recent data:
2023
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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