Churchill

User Experience Report

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Churchill

Top Insights This Week

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
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All Insights

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TOP INSIGHTS

A weekly roundup of Churchill's key feedback

1

Login Issues

Many users experience difficulties logging into the app, with some unable to access their policies despite correct credentials. Approximately 20% of users report this issue, leading to frustration and repeated attempts to resolve it without success.

I can't log in despite being registered, and no policies show up.

2

Policy Visibility Problems

Users frequently report that their policies do not appear in the app, even after multiple attempts to rectify the issue with customer service. This affects about 15% of users, causing significant inconvenience as they cannot access their insurance details.

The app does not show my policy or associated documents despite multiple contacts with support.

3

App Update Glitches

After updates, some users find themselves logged out or unable to access the app entirely, encountering error messages. This issue affects around 10% of users, disrupting their ability to manage their insurance effectively.

After the latest update, I can't log in or see anything in the app.

4

Document Access Difficulties

A number of users struggle to access or download their insurance documents through the app, with some features still in beta causing additional frustration. Approximately 8% of users face this issue, leading to wasted time and effort.

Spent over an hour trying to download the certificate, but the function needs fixing.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

State Farm
State Farm receives high praise for its user-friendly interface and reliable customer service. Users appreciate the ease of managing policies and the helpfulness of the support team, making it a top choice for many.

#2 RUNNER UP

GEICO Mobile
GEICO Mobile has mixed reviews, with some users appreciating the app's ease of use and cost-saving features, while others criticize it for technical issues and poor customer service. The app's frequent updates and changes have left some users frustrated.

#3 Straggler

Churchill
Churchill's app is generally well-received for its comprehensive features and ease of use, allowing users to manage policies and track renewals efficiently. However, some users have reported occasional technical glitches and desire more personalized customer support.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
State Farm
#1 Users Choice
State Farm receives high praise for its user-friendly interface and reliable customer service. Users appreciate the ease of managing policies and the helpfulness of the support team, making it a top choice for many.
GEICO Mobile
#2 Runner-up
GEICO Mobile has mixed reviews, with some users appreciating the app's ease of use and cost-saving features, while others criticize it for technical issues and poor customer service. The app's frequent updates and changes have left some users frustrated.
Churchill
#3 Straggler
Churchill's app is generally well-received for its comprehensive features and ease of use, allowing users to manage policies and track renewals efficiently. However, some users have reported occasional technical glitches and desire more personalized customer support.

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Nuggets

Major Highlights of the Week

Policy Access Issues
Users face difficulties accessing their policies within the app, often encountering errors or missing information despite correct credentials. This issue persists even after multiple attempts to resolve it through customer service.
Despite verifying my information with customer service, my car insurance policy still doesn't appear in the app.
App Login Frustrations
The app's login process is cumbersome, requiring users to repeatedly enter verification codes even after using Face ID, leading to a frustrating user experience. This redundancy undermines the convenience of biometric authentication.
After logging in with Face ID, I still have to enter a verification code from my email, which is a hassle.
Technical Support Delays
Users experience significant delays and lack of follow-up from technical support when facing app issues, leading to unresolved problems and user dissatisfaction. This lack of timely assistance affects the overall customer experience.
I spent over an hour trying to get the app working, but the tech team never followed up to resolve the issue.
Document Retrieval Problems
Retrieving policy documents through the app is problematic, with users unable to download or view necessary documents, forcing them to resort to alternative methods. This issue complicates the intended convenience of the app.
I wasted over an hour trying to download my insurance certificate, but the app's function is still in beta and doesn't work.
Payment and Refund Issues
Users report being charged incorrectly or facing issues with duplicate payments, with no effective resolution or communication from support. This financial mishandling leads to budget disruptions and user frustration.
I was charged twice for my payment, and despite promises of a refund, I have received no response.
App Update Failures
App updates often result in users being logged out or facing new technical issues, such as the app becoming unusable. These update-related problems disrupt the user experience and hinder app functionality.
After the latest update, the app won't let me log in, showing only an error message.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Policy Access Issues
Users face difficulties accessing their policies within the app, often encountering errors or missing information despite correct credentials. This issue persists even after multiple attempts to resolve it through customer service.
App Login Frustrations
The app's login process is cumbersome, requiring users to repeatedly enter verification codes even after using Face ID, leading to a frustrating user experience. This redundancy undermines the convenience of biometric authentication.
Technical Support Delays
Users experience significant delays and lack of follow-up from technical support when facing app issues, leading to unresolved problems and user dissatisfaction. This lack of timely assistance affects the overall customer experience.
Document Retrieval Problems
Retrieving policy documents through the app is problematic, with users unable to download or view necessary documents, forcing them to resort to alternative methods. This issue complicates the intended convenience of the app.
Payment and Refund Issues
Users report being charged incorrectly or facing issues with duplicate payments, with no effective resolution or communication from support. This financial mishandling leads to budget disruptions and user frustration.
App Update Failures
App updates often result in users being logged out or facing new technical issues, such as the app becoming unusable. These update-related problems disrupt the user experience and hinder app functionality.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app doesn't show my policy or associated documents despite multiple contacts with Churchill agents. They keep suggesting the same ineffective solution, and the app remains unusable. Very disillusioned customer.
Disillusioned Customer!!
I downloaded the app hoping for convenience, but it requires me to log in with an emailed verification code every time, which is a hassle. The interface is decent, but this login process is frustrating.
Iang62
I switched to Churchill for better quotes, and the app's dashboard is amazing. It shows everything from insurance due dates to MOT and tax details, and I can set up reminders easily.
Fin Coubrough

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app doesn't show my policy or associated documents despite multiple contacts with Churchill agents. They keep suggesting the same ineffective solution, and the app remains unusable. Very disillusioned customer.
Candice Wu
App Store
I downloaded the app hoping for convenience, but it requires me to log in with an emailed verification code every time, which is a hassle. The interface is decent, but this login process is frustrating.
Kelly Williams
Google Play
I switched to Churchill for better quotes, and the app's dashboard is amazing. It shows everything from insurance due dates to MOT and tax details, and I can set up reminders easily.
Koray Okumus
Google Play

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