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:
2024
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Companies:
9 major companies, plus aggregate of smaller insurers
Satisfaction Benchmarks by Company
Life Insurance
| Anchor Link | Company | 2023 | 2024 | % CHANGE |
|---|---|---|---|---|
| Life Insurance | 80 | 79 | -1% | |
| #aig | AIG | 82 | 81 | -1% |
| #prudential | Prudential | 79 | 81 | 3% |
| All Others | 80 | 80 | 0% | |
| #new-york-life | New York Life | 81 | 80 | -1% |
| #metlife | MetLife | 79 | 79 | 0% |
| #state-farm | State Farm | 81 | 78 | -4% |
| #john-hancock | John Hancock | 80 | 76 | -5% |
| #massmutual | MassMutual | 77 | 76 | -1% |
| #nationwide | Nationwide | 79 | 76 | -4% |
| #lincoln-financial | Lincoln Financial | 79 | 75 | -5% |
NM = Not Measured
NA = Not Available
Customer Experience Benchmarks Year-Over-Year Industry Trends
Life Insurance
| Benchmarks | 2023 | 2024 |
|---|---|---|
| Quality of mobile app | 85 | 84 |
| Reliability of mobile app (minimal down time, crashes, lags) | 84 | 83 |
| Website satisfaction | 83 | 83 |
| Speed and efficiency of policy approval | 83 | 81 |
| Courtesy and helpfulness of representative/agent | 82 | 80 |
| Variety of policy options | 82 | 80 |
| Ease of understanding premium calculation | 80 | 78 |
| Availability and range of policy discounts | 77 | 75 |
Industry averages are weighted by companies’ market shares.
2024 results based on data collected October 2023 – September 2024