The news: Progressive ranked first for online user experience in Keynova Group’s Q2 2026 Online Insurance Scorecard, which benchmarks the digital experiences of 12 of the largest US auto and property insurers. 

Zoom in: The scorecard highlighted three areas of importance for insurers in 2026: streamlining premium payments, balancing AI-powered self-service with live customer support, and expanding services for Spanish-speaking customers. 

Progress across these pillars varies. Just 25% of carriers let policyholders use aggregation technology to simplify premium payments. On the customer-service front, 60% of carriers with website assistants transfer users to a live representative after no more than two failed answer attempts, and 80% offer live support on request. 

Regarding Spanish-language capabilities, Progressive was the standout. While more than half of carriers offer public-facing website content in Spanish, Progressive was the only one in Keynova’s scorecard to provide a fully translated experience, including during its claims and First Notice of Loss processes.

Why it matters: Progressive's investment in a fully translated digital experience positions it to serve one of the fastest-growing yet most underserved segments of the insurance market. Hispanics will account for nearly 30% of the US population by 2030, according to C+R Research, but 55% of Hispanic and Latino adults are underinsured. 

By extending Spanish-language support beyond public-facing content to policy management and claims, Progressive can reduce barriers to coverage, stand out to prospective customers, and strengthen existing relationships.

Implications for insurers: The next phase of digital competition extends beyond online quoting and policy purchases to the post-sale experience. Carriers that make it easier for customers to manage policies, file claims, and get support throughout the customer lifecycle will be better positioned to build loyalty and differentiate themselves.

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