Nationwide Life Products Rank No. 2 in J.D. Power Study
Process and technology improvements continue to elevate customer experience
Columbus, OH – Nationwide, one of the strongest, diversified, Fortune 100 insurance and financial services companies, announced that Nationwide life products ranked No. 2 in the J.D. Power 2021 U.S. Individual Life Insurance study.
Nationwide’s No. 2 ranking for Individual Life was an improvement from the No. 3 position in 2020 and up from No. 6 in 2019. The company earned an overall customer satisfaction score of 813 on a 1,000-point scale, driven by improved scores in practically every category (product offerings, price, statements, interaction, local agent/financial advisor , website and call centers). Nationwide’s overall customer satisfaction score was 47 points higher than the industry average.
“Our new ranking speaks highly to the process and technology investments we’ve made in transforming our Life business,” said Holly Snyder, President of Nationwide’s Life business. “These improvements – including streamlined intelligent underwriting and a new digital interview process – enabled us to respond quickly with customer-focused solutions during times of market fluctuations and the ongoing consumer demand for life insurance protection.”
Snyder says Nationwide’s position reflects the company’s commitment to protecting people, businesses and futures with extraordinary care – especially during these challenging times.
“The experience our customers have with us is what matters most,” Snyder said. “Our product changes helped us balance growth while increasing customer value. But more importantly, our focus on improving our self-service capabilities and how we work in a virtual environment made a big difference.”
Snyder said the pandemic accelerated customer expectations for seamless access to digital capabilities that offer options to help consumers manage their policies when and how they prefer. Nationwide’s innovative, self-service digital experiences allow customers to easily view policy information online and pay premiums through mobile capabilities.
The J.D. Power U.S. Individual Life Insurance study was fielded between June and July 2021. The official J.D. Power 2021 Individual Life Insurance Study press release can be viewed here.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
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Nationwide, a Fortune 100 company based in Columbus, Ohio, is one of the largest and strongest diversified insurance and financial services organizations in the United States. Nationwide is rated A+ by both A.M. Best and Standard & Poor’s. An industry leader in driving customer-focused innovation, Nationwide provides a full range of insurance and financial services products including auto, business, homeowners, farm and life insurance; public and private sector retirement plans, annuities and mutual funds; excess & surplus, specialty and surety; pet, motorcycle and boat insurance. For more information, visit www.nationwide.com. Follow us on Facebook and Twitter.