COLLARING LIZARDS AND CONFOUNDING CAVEMEN
21st Century Insurance, the third largest online automotive insurer in the country,
asked Empathy Lab to help them compete against industry giants Geico and Progressive.
We immediately went to work on re-envisioning how consumers can learn about, apply
for, buy, service and renew their insurance. Our work started with streamlining
the application process, speeding up completion times and eliminating friction points.
We’ve moved on to improving self-service including integrating into claims.
Several mobile products have been added into the portfolio and earlier this year
21st became the first auto insurance provider to allow customers to get quotes on
Facebook.
Ongoing industry benchmarking, competitive analysis and site optimization efforts
ensure 21st Century Insurance is always ahead of the curve. A broader more ambitious
strategy is now being executed which will enable 21st to take the pole position
in the digital channel.