Boston, February 23, 2021 –U.S. auto carriers are seeing benefits from an increase in digital behaviors from consumers paying their premium bills. Each premium payment experience is a chance for carriers to build customer equity, and carriers have 12 built-in opportunities over the course of a year to engage with many of their customers. The act of paying premiums remains a key customer engagement hook through websites, mobile apps, and call centers, and increasing electronic billing can drive a variety of digital behaviors depending on a carrier’s goals.

This Impact Report examines consumer auto insurance premium bill payment behaviors for carriers, core systems vendors, financial institutions, and payments vendors. The report is designed for executives at these firms with interest or responsibility for customer engagement, digital enablement, or billing and payments. This report is based on a Q2 2020 Aite Group survey of 3,039 U.S. consumers and a sample of 2,229 consumers who indicated their household paid a premium for auto insurance coverage between March 2019 and March 2020.

This 40-page Impact Report contains 40 figures and five tables. Clients of Aite Group’s Property & Casualty Insurance service can download this report, the corresponding charts, and the Executive Impact Deck.