Carriers Add Online Payment Flexibility, Balance Digital and Live Agent Service, and Broaden Spanish-Language Support

▤ Summary

Keynova Group’s latest Online Insurance Scorecard shows U.S. auto and property insurers expanding digital payment options, improving support handoffs, and broadening Spanish-language service. The report highlights growing use of flexible payment features such as auto-pay changes, digital wallets, and aggregation-based payment account sharing. It also shows carriers balancing self-service tools with live agent access to handle more complex customer issues. Progressive stands out for offering Spanish-language translations across its authenticated site, including claims and FNOL workflows. The findings point to a market pushing harder on digital acquisition, servicing, and retention.

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